Vodafone

Good day,

I am writing to complain about the service at Vodafone Germany, which do not stick to the level of cooperation to non-German speakers that an international company should be providing. As a result of their poor communication, they have failed to terminate my contract upon request and are now (over a year later) demanding that I pay a sum of 450 euros for services using a SIM card I have not even physically had with me for over a year.

it is worth noting that I had lived in Germany between 2018-**** during that time I was a customer of Vodafone Germany. Before and after this period I had been consistently a customer of Vodafone Egypt. I have been a customer of Vodafone for over 17 years in general. but if Vodafone insists on taking that money they are welcome to unfairly have it , but in exchange I would no longer use any vodafone services anywhere I live and would make sure that as many people as I know avoid making the same mistake of being Vodafone customers in the future.

I tried to address Vodafone Germany earlier this week without success.

here is my earlier email to them describing in full detail the whole matter:

Good day,

I hope this email finds you well.

It is now clear to me what Vodafone has been demanding. Yet I would like to appeal this fine for the following reasons:

first of all; as you may have noticed, I do not speak German (this has not denied my access to Germany, and I was actually employed by a Federal Institute, The Helmholtz Institute, during the last 6 months of my PhD studies there, so my lack of German proficiency was not and should not be a cause for discrimination against me in any service), so I rely entirely on the help of customer service employees of Vodafone (an international company, who should cater well to international customers) to help me out with handling my accounts and requests appropriately.

When I first arrived in Germany and initiated my contract with them for internet connection, I was given the customer number 73240****, you will find it attached and referred to in most of my correspondence and dealing with Vodafone.

Some 18 months later I decided I wanted to also get mobile phone service from Vodafone, when I went there the personnel who helped me asked for my internet connection customer number and proceeded to make a contract for the mobile number accordingly. He did not refer to any new customer number when he handed me the new contract (also attached you will find the new customer number is not highlighted in any fashion). I have always been under the impression that I am using one customer number for both services (internet and mobile) since.

Until I read this 2nd number in your email yesterday and went through my documents and retrieved it with difficulty I must say. Also 10 weeks prior to my departure I visited the Vodafone filiale in Europa Galerie, and asked to file a notification to the company that I would be leaving the country within three months and hence would like to terminate the services that I receive from Vodafone. The Vodafone personnel said it cannot be done unless I have a de-registration from the Saarbrücken Rathaus (which of course I cannot have until the last day of my residence in Saarbrücken).

When I did the de-registration from the Rathaus and arrived at the Europa Galerie Vodafone filiale, this was one day before I left to Egypt, I informed the Personnel that I am leaving indefinitely, showed them my de-registration as well as a one-way plane ticket, gave her my name and Vodafone mobile number and asked to terminate all services I have with Vodafone. She went on her computer, got the only customer number I am aware of 73240**** and she gave me a termination note (why did not she add the other customer number as well).

I was since under the impression that the mobile number would still operate till the end of the month I already paid and then automatically stop. I even threw away the sim card in early October 2022 as I was travelling and needed to insert a new sim in its place.

Vodafone has a right to demand its money, but also I have a right to get good comprehensive service whenever I visit their filiale or call their customer service, this was not possible as the personnel hardly spoke English, had difficulty understanding me and expressing themselves and always provided incomplete information or none at all (this happened both in person and when I would try to call their customer service centers).

Also what Vodafone demands ca 450 euros (for services I did not use and they are very well aware they did not provide), is bread crumps to them, to me it is a two months payment in my local currency in my current University post!

If they go back to my usage and find that my line continued to be used past the termination date for my 73240**** contract , I would gladly pay for my usage as this is the fair thing to do.

otherwise, how is it fair that individuals are sacked out of their money based on their bad German by an international company and asked for proportions of money that do not in any way match the service provided nor their income?!

All the best,

Sarah Nasr

Lecturer of Pharmaceutics

Faculty of Pharmacy, Alexandria University

PhD. alum, Department of Drug Delivery (DDEL)

Helmholtz Institute for Pharmaceutical Research Saarland (HIPS)

Helmholtz Center for Infection Research (HZI)

Phone +201067****58

Email Sara.Nasr@***.edu.eg

Hi, My name is Pritesh Basnett, I am a vodafone user for the past 9-10 years, happy customer until today when vodafone dropped a small bomb on my shoulders.

I recharged my phone day before for 84 days, and only today for absolutely no reason my number is blocked, stating that I will have to visit the VI office, and the fact that the nearest VI office is 80 kilometers away.

Someone from the AIRTEL OFFICE ( yes airtel office because airtel and Jio have their office here) suggested I go to a local vendor. I did, that local vendor charged me another 200 rupees, with NO GUARANTEE OF REACTIVATIO.

Sir, this is the last recharge from my end, this is the last time I am using this number, I will PORT my number and I will never ever look back.

I am a working person, I have most of my bank details, online apps, etc linked with this number, you cannot begin to imagine the level of harrasment this has caused me.

In my opinion I would cite this as illegal, because I received no prior notification, also my number was barred right after recharge, and thirdly if I want to port to another number, vodafone officials have barred my number from receiving any OTP's. This is my country at its typical best, third world will always be third world.

What you guys are doing is wrong and unethical.

Pritesh Basnett

( my no: 956486****)

Latest update : my new Sim which was charged 200 rupees, the network is showing but the calls and sms are still barred.

I have paid in total 659 rupees and vodafone has barred my services. Kudos, BRAVO vodafone