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Internet subscription cancellation

A

Hello,

As I am moving and leaving the country, I requested a cancelletion. Online support told me that if I will send an official document regarding my departure from country, I might not pay any fee for cancellation. However, your your customer service called me and said this procedure has changed December 2022 and not applicable. I signed my contract 18 August 2022 and this change shouldn’t be applied in my case. Please advise me on this issue.

 

Thank you,

Regards

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Meilleure réponse par Diana. 11 May 2023, 10:15

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6 commentaires

D
Rang
Niveau d'utilisateur 2
Badge +6

Hi alpertogay

 

I thank you for your request on our forum , regarding your request to move abroad, I confirm that a move abroad is not part of a cancellation with legitimate reason, early termination charge may be billed depending on your contractual commitments, and In addition,an administrative charge of €79 will apply may be billed also .

Please find below our general terms and conditions: https://www.tango.lu/fr/particulier/aide-support/documentation-legale/information-produit/conditions-generales-infos-sur-la-consommation

 

Kind regards

Diana

A

Dear Diana,

 

Thank you for your reply. However, I respectfully disagree your answer I signed my contract on 18 August 2022 and in that contract, my situation was taken as a legitimate reason. You can apply your change to the contracts which has been signed since December 2022, not to my contract. Otherwise, why did I sign a contract if you have all the right that you can change all the clauses in the contract? I kindly would like to state if I will be requested for the remaining bill, I will refuse to pay and do the necessary actions.

 

Kind regards,

Alper

D
Rang
Niveau d'utilisateur 2
Badge +6

I understand your dissatisfaction but know that we do not take into account the date of your subscription but the date you request the cancellation . 

A

It is impossible to apply a change in the clause without the mutual consent of both parties. I signed the terms and conditions by looking at the previous version. I will not take into consideration your change as I didn`t sign anything regarding your updated T&C.

 

Regards,

Alper

D
Rang
Niveau d'utilisateur 2
Badge +6

Hi alpertogay,

 

Exceptionally and without recognition of fault I offer you the costs of the early termination fees for an amount of 896,25 € TTC, but know that the administrative Costs and the costs of the installation will remain at your charge. 

Kr 

Diana 

A

Dear Diana,

 

Thank you for your response and understanding. However, it is not clear to me. Just to confirm, I will not be charged for 896,25 EUR TTC, but I will be responsible for the admin cost and installation cost, right?

 

I will share my official departure documents as soon as I have them in 15 days by indicating my case number with you. 

 

Thank you,

Best regards

Alper

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