Contract Cancellation

Hello ​@TheMilkyWay 🙂

Great that you're getting in touch with us. Welcome to our community.

It's good that you've already called us about this. It's very unfortunate that you weren't able to get sufficient information there.

Did we receive your cancellation confirmation? If you did not include a cancellation certificate from Germany with your extraordinary termination, your contract was terminated at the end of the contract period and not prematurely. In this case, we should have informed you in writing 🤔 Either way, it is necessary that you discuss this with us by phone and call us again.

Hello,

Thanks for your reply. I can’t call because I’m not in Germany, the number doesn’t work and can’t find an English support. I talk a lot with your support apparently there were a confusion because I first moved inside Germany then moved out Germany. I attached and sent the Abmeldung 2 times. I did not receive any letter. I just received an email with the invoice of 515€. 

The number is a normal landline number.

This is not something the forum can resolve for you. If for some reason you cannot call you can use the contact form. How did you send the documents? By post or using the online termination form? The best thing to do now is send all the documents again (remember you also need proof of your place of residence abroad), explain the situation as concisely as possible and ask for your case to be reviewed and the termination date to be brought forward.

I have those kind of proof but everything is obviously not in German either in English, I also do have an Abmeldung. 
thanks a lot for your help 

Hello ​@TheMilkyWay ,

It’s okay if your documents are not in German or English. If you can’t or don’t want to call, use the contact form, that bs0 has already mentioned, to send in the missing form.

Just to make sure everything is there please check the FAQ that Bumer linked in the first message. 

Do you still have access to your email you used for creating the contract? Have you recieved a cancellation confirmation of any kind there? 

Kind regards, Rebecca

Hello,

Ok then I’m gonna send these again via the contact form, yes I still have access to it and yes I have the confirmation of the cancellation.

kind regards Thibaut  

Hello ​@TheMilkyWay,
thank you for your reply. Did you receive a confirmation of receipt? If so, you can be sure that your request has been received and is being processed.
Kind regards, Bianca

Hello,

yes, I sent as an attachment my rent contract and my Abmeldung,

kind regards,

Thibaut 

Hello ​@TheMilkyWay,
once you have received confirmation of receipt, you will be notified when processing is complete. We kindly ask for your patience in the meantime.
Kind regards, Bianca

Hello thanks,

I already sent it last Wednesday I think, but still no answer 

​@TheMilkyWay The response may take a few days, but it should have arrived by now. Have you checked your email spam folder to see if it's there?

Hello,

Yes I already checked 

​@TheMilkyWay I kindly ask you to call our English customer support again to inquire about the processing and further information. Will you be able to do that? Unfortunately, we do not have access to your customer account from here.