I have started a change of internet provider from O2 to Vodafone (Cablemax 1000 + Fritzbox), middle of October 2021. I did so via Check24 in order to automatically change contracts. I did the request to Check24 the 15/10/2021, and the deadline to terminate the Contract with O2 was 27/10/2021. The termination date of the previous annual contract with O2 is 27/01/2022.
As the there was only couple of weeks left for Check24 or Vodafone to terminate the contract with O2 on their end, I was suggested to terminate the contract with O2 on my own. Which I did and it went normally.
Vodafone then suggested to start the contract immediately the 15/10/2021 with no charges, as a "grace priod". Their promise was to make no charges until the contract with O2 ends the 27/01/2022. I accepted and the Fritzbox was sent to my address. Couple weeks after, I had the service from Vodafone fully activated.
Everything went fine, I received the first bill accordingly in November only charging the cost of the Fritzbox, which is OK. However, the phone number request to O2 took longer than expected. As the phone number was still not transfered to Vodafone end of November, I was sent a second bill from Vodafone charging me the full cost of the service for the last 2 weeks of November, since the "grace period" was only valid for changes of contract where Vodafone takes over the phone number of the previous provider, in this case O2.
I insisted many times via Vodafone hotline, that the phone number change was delayed by multiple reasons, but that it was in process. The answer from Vodafone was always that as soon as the number was offcially transfer to them, the bill would be corrected. This never happened and the December bill was charged to my bank account anyway.
Beginning of January, the phone transfer from O2 to Vodafone failed once more due to a problem with O2, reason why Vodafone charged me retroactively the cost of the service in the January bill, this time since 15/10/2021. I insisted once more to O2 and provided Vodafone the phone number change form via Fax the same day, and the change of phone number finally happened officially. I was notified the day 06/01/2022 via post that my phone number now belongs officially to Vodafone, starting the 11/02/2022. I have insisted many times via phone and email to Check24 and Vodafone to then correct the last two bills and refund the money already charged to my bank account, with no answer.
Today, 27/01/2022, the bills are not corrected still, and moreover they January bill debited the money from my bank account. I keep insisting via Vodafone but assistants refuse to give me a solution but to keep waiting.
This proposal of Vodafone to anticipate the beginning of the contract "for free" has been a total scam. I was never informed that such "grace period" was subject of so many conditions, and that failing to accomplish them for external factors in this case would result in being charged anyway. Will I ever be refunded what Vodafone has charged me so far? maybe in future bills they will discount it?
My last resort now is that a Vodafone assistant can give an answer through this channel. By the way, my German is not bad but to explain this situation in German via phone might be hard even for native speakers, and I find ridiculous that all the Vodafone telephonists I have encountered so far refuse to speak a little English to help the customer.
Hugo
