P
Promeneur

Promeneur

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3 Messages

lun. 29 nov. 2021 15:03

CANCELLING VOO Mobile

I have been trying to cancel my VOO MOBILE subscription for two months now. I have tried calling the hotline and no one ever picks up. I have sent several emails to the billing and administrative departments but I am still getting bills. I want to cancel this service now! How do I get someone to actually respond to my cancellation requests. This is ridiculous.

Cela fait maintenant deux mois que je tente de résilier mon abonnement VOO MOBILE. J'ai essayé d'appeler la hotline et personne ne répond jamais. J'ai envoyé plusieurs mails aux services facturation et administratif mais je reçois toujours des factures. Je veux annuler ce service maintenant! Comment faire pour que quelqu'un réponde réellement à mes demandes d'annulation. C'est ridicule.

Marcs

Top Expert

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15.3K Messages

il y a 2 mois

Hi, I think this is the right place to do it.

One official can certainly Help you.

Don't forger to write your customer number in your profile.

Justin

Officiel VOO

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2.2K Messages

il y a 2 mois

Hello @ppp,

 

Your requests through our form were about stopping a "Plan". My colleagues did not understand your request and were unable to contact you (by phone) in return.

 

I have therefore cancelled your subscription now, however the whole month will be charged.
A bill for the overconsumption of this period will also be sent to you next month (you are at 26,11€ of overconsumption for this month at the time of my message).

 

Have a nice day.

Promeneur

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3 Messages

il y a 2 mois

It's not my fault you couldn't figure out what "plan" meant. I had one active contract with your company and was requesting to cancel it. Instead, you sent a sarcastic, inaccurate response and billed me for another month beyond my request for cancellation. I am not overconsumption. I have not used your service in months. I am requesting my bill be eliminated and my service cancelled immediately. 

Cedric

Officiel VOO

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1.5K Messages

il y a 2 mois

Unfortunately, this will not be possible. Plan and Subscription are two very different words that have a different meaning in the VOO administration. The mobile contract was cancelled today and will be billed until tomorrow, the end of November. 

 

In addition to that, you do have overages. Check myVOO where they are updated to see if you have any. 

Promeneur

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3 Messages

il y a 2 mois

I think to VOO administration is being purposely obtuse. I had one contract with VOO and was requesting to cancel a service. VOO had access to this information and should have understood the intention. It is not a difficult leap of logic (the company has access to my account and has all the necessary information to understand this). 

I would not have had this issue at all if anyone ever answered your customer hotline. Why is it even necessary to call a specific number to cancel something? I can buy things through the VOO website. I demand the final charges against me be removed. I make every necessary step to indicate I was ending my contract. VOO purposely put barriers in place to extend this process.

Officiel VOO

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838 Messages

il y a 2 mois

Hello @ppp,

 

Each department has its own treatment. To cancel a product, you must contact the cancellation department at least once.

 

It will not be possible to cancel the last invoices, we have explained the reasons above. When we receive a cancellation request, we process it directly, but your request was not clear and this is the reason why your contract was not cancelled earlier. 

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