English Help Required: Very unhappy with Vodafone service

[Divya1]

Hallo Team,

I am Vodafone customer. My customer number is xxxxx. I have vodafone connection for more than a year now. I was using Kable connection it was not good enough, so i called vodafone customer care before few months, they promised to change the contract to DSL and kabel contract will end automatically from the day DSL contract starts. But this not the real situation. Vodafone deducting money from my account for both the contract and few extra charges and few extra deductions. which i dont understand. In last three months vodafone deducted around 232 euros from my account. But it should have deducted only 105 Euros. There is no proper bill for all the detuctions happening to my account. When I called customer service for the same. The support person was very rude to me and objected to help. This is so frusturating and I am about to cancel all my SEPA Mandate with Vodafone. Hope I can get some help here.

Regards,

Divya

Edit: Customer number removed.

[Tina]

Good morning Divya,

oh dear, that is annoying. Send me your customer number (cable and DSL), name, date of birth and address in a private message.

As soon as you have sent me your data, please contact me again briefly in your thread.

Best regards

Tina

[Divya1]

Hi Tina,

Thank you for your reply. I sent requested details in private message. I again recieved bill today for Kabel. I defenitly dont want to pay for Kabel. because i am using only DSL for more than three months now. Please help.

Regards,

Divya

[Divya1]

Hallo Team,

I recieved multiple bills from Kabel and DSL in couple of days.. I dont want to pay anything more than the service i am using. I am not getting any help from Vodafone. Please assist as early as possible.

Regards,

Divya

[Anett]

Hello Divya1,

thank you for your message and your data. Please excuse that it has come to the double load. 😞 The DSL contract runs since 22.11.2021. The cable contract I have now terminated and arranged a credit for the overpaid amounts. This will be done with the next billing run.

You will also receive a written confirmation for the termination. Please return the cable router to us.

Best Regards

Anett

[Divya1]

Thank you Anett for taking all the necessary action. I am currently out of Germany. Can I send back the router in June month?

Regards,

Divya

[Nancy]

Hello Divya1,

do you have someone who can do this for you while you are away and send the unit back?

Best regards

Nancy

[Divya11]

Hi Team,

I am still not sorted in this request. As Anett mentioned, I recieved a bill from vodafone mentioning a credit. But I am also keep recieveng emails that I didnot pay my DSL bill. As per my understanding, Vodafone credit should be adjusted to my DSL bill. But that is not happening. Today morning, my DSL connection was disconnected mentioning, "I didnot pay the bill" I have to make the payment again to Vodafone for the connection to work. Can any please look all the details of my accounts and let me know excatly what is happening. What is the solution for having all these problems sorted?

Regards,

Divya

[HeikeF]

Hello Divya11,

please let us have a look at your customer data.

Send us a PN  with your customer number, the password and the link to your thread here.

Best regards

Heike

[Divya11]

Hi Team,

I sent private message with all the details. Please let me know if you need further details.

I was out of country last month. I am sending the Kabel router back today.

Regrads,

Divya