Hello Vodafone Community,
I urgently need the assistance of a Vodafone Moderator to fix a serious billing issue caused by an agent's mistake during online support.
More than a month ago, I contacted online support to replace my existing Cable contract with a new one . The agent assured me this would be processed as a contract transition (change of contract).
However, I have now discovered that instead of replacing the old contract, the agent activated a second, separate Cable contract .
Here are the key facts of my situation:
- Old Contract: Is still fully active, and I am still using its internet connection.
- New Contract: I received a new router about a month ago, but I have NEVER opened or activated this new router . It is still brand new in its original packaging.
- The Issue: I have now been billed for BOTH contracts simultaneously.
Because I was waiting for the old contract to be automatically disconnected as promised, I only noticed this mistake after waiting for one month. I do not need, nor did I ever request, two separate internet connections for the same address. This duplicate contract is entirely due to a miscommunication and error by the online agent.
Could a moderator please look into this case, help me cancel the incorrect second contract retrospectively , and arrange a refund for the wrongful charge?
I am ready to provide both contract numbers via private message.
Thank you very much for your help.
