Claimed charge after service ended [English]

[asu23]

Dear team,

I had Vodafone cable broadband in Hanover. While I was moving to Dusseldorf, wanted to shift my connection along with me. However due to non availability of the connectivity in my new location vodafone cound not provide me service and request for cancellation of the connection. I have paid broadband charges till Nov'20 which including 3 months even I have not used your service. Whatever it may and  finally my service has been closed in Dec'2020. 

However I have received a letter from a 3rd party company (Paigo GmbH) stating that Vodafone has forward a request to collect some outstanding charges. First I am unable to identify what are these charges which is claimed by Vodafone. 

My bank account was connected with Vodafone billing system and as generated per invoice all has been settled till Dec'2020. Also if there are any outstanding fees why it was not informed to me before it circulated for debt collection company . 

Request you to provide additional information about what are these charges ASAP. For any additional details please feel free to call me. 

Regards

Asutosh Roy

[asu23]

Here missing invoice summary snapshot. 

[Tina]

Hello asu23,

for a closer look send me the following informations in a private message:

full name

date of birth

address

customer number

Write a short reply here afterwards. 

Best regards

Tina

[asu23]

I have sent it. 

[Stephan]

Hi asu23,

thanks for you pm.

The charges have nothing to do with the old cable contract in Hannover. But you had also a contract for a WLAN-Hotspot-Flat.

After your move for this contract the payments were rejected and the contract was cancelled due to outstanding amounts. These amounts where then transferred to the debt collction agency.

Regards

Stephan

[asu23]

Dear Stephen,

Thanks for your note. 

How it possible ?? I have requested for cancellation Hotspot as well in Aug'2020.

Also this should have cancelled from Vodafone end along with my cable connection. As Hotspot connection was linked in Cable connection. Also I had checked in my invoices, from Sep'20 onwards there were no Hotspot charges added. so from my end it was clear along with my Cable contract termination this service also come to an end.  

If it continue why there were no communication to me that it continue separately. for this charge I have not even received any invoices monthly. Vodafone used to send an email reminder of the payment. Without any communication to customer how can Vodafone expect customer know some service active and running in behind.

Just to inform while I was even paying till Aug'20 for WLAN-Hotspot service, I have not used from long time. You can help me with logs of login data. 

[Stephan]

Hi asu23,

there's no cancellation for the Hotspot-Flat from August. This was a contract for it's own and not connected to the cable internet.

There were charges for this service even after September 2020, which were actively rejected. The first reminder for that was sent in November to your e-mail address. You got this payment reminder, just like you wrote yourself.

At last the Hotspot-Flat was cancelled in March 2021 due to the outstanding amounts, with a written confirmation. All invoices an documents were also placed in your customer care portal. So there was enough information from our side.

We don't have to prove the usage with log files or something like that. It doesn't matter, if you used this service or not: you had an active contract about it, which you didn't pay for.

Regards

Stephan

[asu23]

Dear Stephan,

Thanks fo ryour note. would you please shaere link of the said "customer care portal". I have access to customer portal of cable and where there is not documents related to this new contract itself. Here attached screenshot from the Vodafone.de where i do have only access to my cable connection. 

To inform I never order Hotspot-Flat separately and it was bundle with my cable connection. if it has been charged me separately why there was no invoice no communication on invoices. 

Please let me know next steps. 

Many Thanks

Asutosh Roy

Edit: @asu23 attachment and personal data removed.

[Thomas]

Hi asu23,

the contract has a different customer number. You can find it on the invoices or payment reminders. It has already been terminated, please clarify the payments with the collection agency.

Regards

Thomas

[asu23]

Dear  Thomas,

As mentioned earlier i do not have any reminder in my inbox. That was my first question without any communication from Vodafone in prior, I have received an notice from debt company. While my Hannover cable connection has terminated, I still have access to all the documents bills, communications etc. while in this case I do not have. 

So it was my request to Vodafone who is claiming party has to provide all teh details before i made teh payment clearance. So far which I have not received a clear answer to my question. 

I am ok to pay the fees, but need clear understanding on demand and my obligations. While there was no contract from my end, why the charges are being charged to me. 

Also I have felt bad in another things. When I had my connection 2018 vodafone team communicate and explain everything in english from sales to activation request. however while now it's termination request no one wants to communicate with me in English. I thought by moving with time we are making enrich ourself forward to support better community (international). 

[Thomas]

Hi asu23,

we have explained to you what kind of contract we are talking about. Since the matter has been handed over to the debt collection agency, we can do nothing in this case. Your contact is the collection agency.

I have taken the trouble to check this more closely. The hotspot flat rate has been running since December 2018 under the customer number of your Internet & Phone contract. This can even be seen on every monthly invoice.  

Even in the confirmation of the move, it says that you will receive a new customer number and only the Internet & Phone contract will be canceled. So, from our point of view, everything is correct.

Regards

Thomas