We cancelled our account & moved back to NZ in March 2020. Stop taking money from us!

[Oliver28]

My family and moved out of our Berlin apartment in early 2020, did our abmeldungen and cancelled the Vodafone account at your Hermannplatz branch office. The guy there said it was "Komplett fertig" or "Definitiv fertig" (I don't remember which). Then we moved back to New Zealand. Lucky we did as soon there were no flights and countless Kiwis were stranded for months.

Every month since being back home you've been taking money from my account, and I want it all back. I've tried to call you over and over, but each time am told that no one speaks English (the case is too complex for me to explain given my fading German), and so arrange a callback, which never happens. I have sent emails, with no response. The last time I called, which was last night, the woman on the phone actually said "Keiner meiner Kollegen spricht Englisch", which seems amazing for me given the scale of your operation.

I have hooked up with a Berlin based lawyer specialised in consumer rights law and have filed a complaint with the bank. I don't want things to escalate, I just want my money back.

Cheers,

Oliver

[reneromann]

Have you gotten any kind of (written) confirmation that your move was processed? As only words said by an employee in a franchise store are not enough to prove that your movement notice has been received by Vodafone in case that you would like to use a lawyer.

Second thing: Have you handed in a copy of your deregistration notice? Otherwise the contract may have been pre-noted for cancellation but not being processed as such because the prove was missing.

And in case a lawyer has been involved and takes over all the work: Nobody here can do then anything for you - as your lawyer will then do all the work in conjunction with the legal dept. of Vodafone. And there will be similar questions from your lawyer to you to provide proof...

[Thomas]

Hi Oliver28,

let's take a look. Send me your customer number, name, date of birth and address in a private message.

Then reply again here in the post.

Regards

Thomas

[Oliver28]

Hi there thanks for getting in touch. Just to let you know I sent you the requested private message. Would really like to get this resolved.

Kind regards,

OIiver

[Thomas]

Hi Oliver28,

unfortunately, we have never received a notice of termination due to the move. So we didn't know anything about it until now and therefore the contract is still running. We can only offer to terminate immediately.

Regards

Thomas