Vodafone (Germany) Customer Service Issues

I served in the US military in Germany from March [redacted] to December [redacted]. Before leaving, I canceled my Vodafone account following the instructions given by the local store. I mailed the router to the provided address. However, I recently discovered that I have been charged around $[redacted] since December [redacted], even though I had canceled my account. I am seeking a refund for these charges. I am unable to locate my cancelation paperwork, so I do not have my account number. My former cell number with Vodafone was +49 [redacted], and the address associated with the account was Eichenstrasse 34, Bann, Germany [redacted]. My name is Christopher Conte.

Dear Sir or Madam, I am writing to request the cancellation of my contract due to financial constraints caused by the current global circumstances, compounded by being a student. As I am unable to continue the monthly payment of 80 Euros. I am inquiring about the cost associated with terminating the contract via email so I can address this matter promptly. Though I wish to retain my number, I prefer a payment structure that aligns with my income for the data and call minutes or text services. Thank you for your understanding. Sincerely, Eugene Igbaifua

Dear Vodafone, I am Brian Hess. In October [redacted], we got a phone in Flensburg. Last December, we moved to Denmark. We have provided proof that we no longer reside in Germany and do not use the German number. We only wish to keep the phone service and pay as agreed every month for 2 years. However, I received a bill for [redacted].98 euros, which I cannot understand. We have canceled our subscription and only intend to pay for the phone service. Please clarify the amount due for the phone only or allow a one-time payment. I do not wish to deal with monthly bills and uncertainty. Our customer number is [redacted]78.

My frustrating experience began when a Vodafone representative came to my door to discuss a 500Mbps cable internet package, which I declined. Upon returning from a trip on August 15th, I found my DSL line and Easybox not functioning, and I was unexpectedly switched to the cable service without a working receiver. It has been 10 days since then, and despite my efforts to reconnect my Easybox, I have been informed that I won't have internet access until September 15th, causing significant disruptions to my translation and proofreading work. Tomorrow, I plan to seek assistance from Telecom to resolve this unacceptable situation.

In February [redacted], my wife, L. E. Thomas, requested to cancel her Vodafone service when returning from Wiesbaden, Germany, to the United States. After submitting official orders, an acknowledgment message stated the cancellation would be effective on October 16, [redacted], which was not the correct date. Despite repeatedly providing documentation, her bank account was still billed in April, May, and June for over [redacted] euros per month for a service she hasn't used since her departure. How can we ensure the cancellation is correct and request a refund for the charges incurred in error?

It has been three months since I first brought up this issue which GetHuman[redacted] was looking into. The situation has only worsened as I am still unable to contact Vodafone using the provided number. My parents urged me to close my bank account to prevent it from going dormant. Despite Vodafone being aware of my departure and acknowledging it in an email, they continue to deduct money from my closed account. This has resulted in a warning letter demanding payment for the services. The deduction is set to persist for the next six months. I have no access to a German phone number anymore and cannot afford these charges for services I have not used since February/March. Resolving this matter is challenging, especially considering the hefty fine of 75 euros per month for seven months for a service I no longer utilize.

I am a Vodafone customer from Italy. Recently, I have encountered an issue with my mobile internet service. While I can access the internet using Wi-Fi, I am unable to do so without it. I initially thought it could be due to low credit, so I added 20 euros to my Vodafone account, but this did not resolve the problem. My name is Daniele Archibugi, and you can reach me via email at the address provided. Thank you.

I recently got the new Red Internet & Phone 50 DSL contract and the EasyBox [redacted] installed. The green lights at the top of the Router were initially working, albeit intermittently, but have not been visible for the past two weeks. This seems unusual as my previous routers had the lights on constantly. I am unsure if the Router is defective. I attempted to reach out to the Vodafone hotline, but I struggled to comprehend the automated instructions.

To whom it may concern, I recently applied for DSL internet service with Vodafone and have been waiting for the installation, scheduled for the 11th of January. As I urgently need internet access for work, I purchased a giga box package from the store at Jungfernstieg 14, [redacted] Hamburg. I was assured that the giga box would be delivered to the address I provided at Ilmenaugarten 83, [redacted] Lüneburg by the end of this week, as it couldn't be activated immediately in the store. However, I have not yet been charged for the giga box and I am concerned that it may not have been dispatched. Could you please provide me with an update on the status of this delivery? Thank you, Petar Bokan

Hello, I am Ganesh from India. I have a Vodafone account with customer number [redacted]18 and contract number [redacted]54. Upon moving permanently to India, I followed the process explained by a local Vodafone store. I submitted the Abmeldung letter from the city authority and returned the WiFi device to Vodafone. Despite sending the required documents and contacting them through email at [redacted] after reaching India in June [redacted], my contract has not been terminated. Money continues to be deducted from my German bank account unnecessarily. Despite numerous emails and calls, I have not received a satisfactory response from Vodafone. I am seeking assistance in resolving this ongoing issue of unauthorized deductions and would appreciate any help in permanently stopping this problem.

I received an offer from Vodafone Customer Care GmbH in Erfurt. The offer is for Red Internet & Phone [redacted] Cable for €32.99 per month. While considering the exclusive offer, I am interested in knowing if it is possible to switch the contract online to take advantage of the conditions provided. I prefer not to conduct business over the phone and currently, due to the ongoing pandemic, my age, and vaccination status, I am hesitant to visit a Vodafone shop. Would it be feasible to proceed with the contract switch online? Kind regards, Ante Bogdan.

Hello, as a representative of the Foreign Office, my current assignment is in Abuja, Nigeria. I have been trying to call the Vodafone hotline from my Nigerian mobile number +[redacted][redacted], but I am unable to reach the desired service 4 (blocked SIM card) in Germany. My German Vodafone number 0[redacted] is locked, and the PIN and PUK provided on the service card are not working. The SIM card number is [redacted][redacted]. As I will soon be traveling back to Germany, I urgently need the aforementioned German number for communication. Where can I find the answers to my questions? I inquired about this yesterday but did not receive a response. Therefore, I kindly request the unblocking of my SIM card and notification to my personal email address: [redacted] Thank you, Barbara J. Pekel.

Complaint about Duplicate Contracts!! Dear Sir or Madam, My name is Mohammad Nakib Sadat Chowdhury. I have been a customer of Vodafone since [redacted]. In October [redacted], I applied for a DSL contract with customer number [redacted]21, VK: [redacted], and invoice number: [redacted]00; then some employees called me and stated there was a technical issue, advising me to cancel and create a new contract. Therefore, in November [redacted], I obtained a new contract with customer number [redacted]77, VK: [redacted], and invoice number: [redacted]71, which started working fine. In December [redacted], the bill, automatically deducted from my account, charged for both the active and the canceled contract. After complaining, they informed me that they submitted a complaint to the head office, but no one assisted me or provided an update. Ever since, for one and a half years, they have been charging me for both contracts every month, causing me to lose a significant amount of money. On March 10th, when I returned, the employee treated me poorly, telling me to leave as he couldn't help since I don't speak German. On the same day, my friend contacted customer service, and they instructed her to send an email with all the details and a picture of the contracts. I wish to fully terminate the contract with the number VK [redacted] (customer number [redacted]77) as intended, receive a refund from [redacted] until now, and maintain the second contract active. Please find the attachment in this email. I hope you can assist me. P.S. They have marked a big X on my active contract. (I have sent the same request multiple times to prompt a response. I need the refund or else I will have to escalate this matter to the authorities.)

I am a foreigner in Germany, and my initial phone contract was with Vodafone. Since my German is limited, I had to communicate with an Arabic-speaking staff member in a Vodafone boutique in Bochum who offered me a deal for €56 per month. However, after signing the contract, the charges increased to €63 without any notice. When I raised this issue with the boutique, they redirected me back to the same staff member who assured me it would be corrected, but the bill continued to rise unexpectedly to €88-[redacted]. I am baffled by the charges for a limited amount of data and local calling only. Despite sending multiple cancellation letters and emails, the problem persists, and I have not received satisfactory assistance from customer service. I would appreciate any help or guidance in resolving this issue.

Dear Vodafone Team, I have already sent two emails explaining that I returned the Gigatv device within 14 days in the box with the device that I sent with the contract rejection letter. I never activated the service at any point nor used your Gigatv service. Please verify this, as I believe I should not pay for a service I have never used. Check the return service and you will see that the device was returned. Verify the connection, and you will see it was never used. I hope this can be resolved. You also charged me 77 € without using the service. I also have internet service contracted with you at my home, and we have not had any issues so far. Please investigate this case and provide a solution. I would also appreciate it if a Spanish-speaking agent contacts me, as my German is not yet proficient. I appreciate your help and attention. Thank you.

I have been a Vodafone customer for over 2 years at Münsterwall 39, [redacted] Warendorf. On August 1, [redacted], I moved to a new location at Rostocker Straße 8, [redacted] Warendorf. Prior to the move, I spoke with the Vodafone Warendorf office on July 26, [redacted], regarding transferring my service. They determined that WLAN service was not feasible at my new address and instructed me to send a service disconnection request, which I promptly did on July 27, [redacted]. However, I did not receive any response. On August 5, [redacted], I visited the Vodafone office and the manager assured me he would send a fax. Still, I have not heard back. I have since switched to T-System for my internet needs. Despite no longer using Vodafone and having financial constraints as I am not currently employed, they continue to charge me. Juggling payments for two services is burdensome, and I seek assistance in resolving this issue.

Customer Number: [redacted]11 Phone Number: 0[redacted] Hello, My husband and I have recently moved back to the United States and have been trying to cancel our Vodafone contract since March, aiming to end our services by July 1. Despite our efforts to inform the team at Hohenfels well within [redacted] days of the intended termination date, our contract remains active. We are currently being charged monthly fees even though we no longer reside in Germany. I have attached a previous email and official military orders to support the cancellation request. It's important to note that we did not purchase the phone through Vodafone; we have only been paying for monthly services since August [redacted]. Therefore, we believe we have fulfilled our initial contract terms. We appreciate any help you can provide in resolving this matter. Thank you for your attention to this issue. Kind regards, Tammi Clyde

Since September 27, I have been without internet. Two individuals from Telekom dug a hole on the property where I reside, removing the internet cable. It seems the property owner did not authorize this. The hole has been left unfixed for a week. I was advised by the building owner to report the issue to Vodafone, my internet provider, in the hopes they could assist. However, contacting Vodafone has proven difficult as they lack an email address, and I am not fluent in German. I am at a loss as I cannot reach Telekom or Vodafone, yet I am still required to pay for the internet. Any guidance would be greatly appreciated. Sincerely, E.M. Marciniuk

Hello Team, I am Ratna Rakesh Vandavasi, residing at Lassallestraße 29, [redacted] Hamburg. My customer number is: [redacted]20. I am disappointed with the lack of a quick response and user-friendly service from Vodafone. Following a fire accident at my house on Oct 19th, [redacted], I immediately tried to cancel my contract. However, there was no prompt assistance, and money was deducted from my account for Sept [redacted]. Despite numerous emails and calls, my contract was only canceled on Nov 3rd, [redacted], with an invoice for November sent afterward. Since Oct 19th, [redacted], my family and I have been homeless, relying on friends’ accommodation and facing financial strain due to the fire incident that resulted in the loss of our possessions. As students, the insensitivity and lack of understanding displayed by Vodafone towards our situation have been disheartening. This experience has led me to advise all my friends and family to terminate their contracts with Vodafone and seek better service elsewhere.

Hello, I had a contract with Vodafone, but due to COVID-19, I was unable to make my monthly payment. Consequently, my Sparksse account is now under garnishment. They request that I settle my outstanding balance with Vodafone first. Unfortunately, I cannot recall the contract number or specific details. Can you inform me of the total amount owed or reach out to me if needed? Please see my information below: Full Name: AJ Date of Birth: 16.12.[redacted]