Wrong billing for Internet Kabel

[MD2021]

Hello,

Some 11 months ago I moved from address A where I had Internet Kabel from Vodafone to my current Address B.

I made the arrangements to move to the new address at that time via Vodafone online shop and it worked: I even got a new router delivered at home and a new and better subscription.

Recently I noticed that for the past 11 months Vodafone Kabel has issued me 2 bills per month and has pulled money from my account via direct debit 2 times each month: one time for my new Internet subscription for my new address, and one time for my old subscription for my old address. The total damage is about 45EUR/month, for about 11 months due to wrong billing.

Now, this being an unusual problem, none of the automatic customer support links can help me. Also, I cannot easily explain this in German, so I need an English customer support responsbile to trigger the right measures in Vodadone. Also, it does not help that there is no actual email address for customer support where I might be able to write a comprehensive description of the problem. Overall, I am getting charged 45EUR extra by Vodafone.DE each month, with no open ear from Vodafone to hear from it so far. Quite annoying.

 Can anybody reccomend a contact path I can take to have the problem solved? I will go to a physical Vodafone shop also, but I wonder if they can do more than the Vodafone online shop that was not useful at all.

What I would like is Vodafone to stop chargin this money and return the wrongly gained ammount for the past 11 months,.

Any ideas welcome.

All the best,

MD

[Stephan]

Hi MD2021,

welcome here in our Community.

Obviously you didn't report a move, you signed a new contract. You then also received a new order confirmation but no relocation confirmation for your old cable contract.

Since the whole thing has been going on for almost a year, we won't be able to do much about it. But we can still take a look. Please send me a private message with the following information:

your name

your address (old and new)

date of birth

your customer number (old and new)

the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

[strg-alt]

@Stephan He was in a Vodafone shop and reported a move. The process was concluded with a Vodafone representative, so you should not try to blame the customer for wrong processing.

[MD2021]

Hello Stephan,

Thank you for stepping in and helping to clarify the situation.
I have sent you a private message with the details you have requested.

Best regards,
Mihai

[Stephan]

Hi MD2021,

would you also please tell me your old customer number for verification. Please also via pm.

Regards

Stephan

[Stephan]

Hi MD2021,

thanks for your pm.

Unfortunately there's no report of a move via a shop or something else.

The contract for the new address was a completely new order you made. With new customer benefits and a complete new order conformation. That's why you have two contracts now.

Both contracts are active and the invoices for them are correct.

Regards

Stephan

[MD2021]

Hello,

I visited the physical Vodafone shop with the same request and they confirmed that based on the presented contracts I have, the old contract needs to be stopped immediately and the charged money needs to be returned. I scanned all papers provided to the shop as PDF, I can forward this to you as well.  They mentioned I need to file a complaint for this, can you please let me know how I can officially file a complaint in this case?

Thank you,

MD

[Stephan]

Hi MD2021,

you can send the documents here via pm. But as I can see, the old contract was terminated yesterday. This is a gesture of goodwill, but there will be no refunds.

Regards

Stephan