Frage

Billing is not correct


Customer No. xxx266, I having issue with my billing since 1 year & I am in touch with the person with whom I made the contract but still now I haven't received the correct bill nor proper response. I am now frustrated with the higher payment every month though there is nothing fault from my side. I never expected this kind customer service from a reputed company like O2. Could you please help me to correct my billing & settlement of excess paid amount?

Thanks
Samit

Edit by o2_Andrea: data protection - customer ID delited

22 Antworten

Benutzerebene 7
Dear @Samit ,

first of all, welcome to our forum. Nice that you have found the way to us. :-)

This is a public forum, please do not give any personal details in the postings. Therefore I edited your customer ID.
What is the exact problem with your Bills? Can you go into more detail?

Do you have any questions about using our community? Then take a look at Neu in der o2 Community? Die wichtigsten Funktionen und Hinweise auf einen Blick. There you will find all the information you need to use!

Kind regards,
Andrea
Benutzerebene 7
Hello @Samit ,

so far, I have not received any feedback from you, has your concern been resolved elsewhere?

Kind regards,
Andrea
Hi Andrea,

Sorry for the late reply, my problem hasn't solve fully, it's only 30% solved. So now my problem is

  1. my contract says that I will get a discount of 15,5 pm on my bill. I have tried to talked to customer service & they help me by given credit note for last six months & they asked me for the first six months I should talk to the person with whom I made the contract as this issue has been running since Jun-18. I talked the person whom with I made the contract (I am following up since 1 year in the same issue but didn't get any result), he sent a mail to O2machtswiedergut@telefonica.com to give the first six months 93 Euro credit note on 14.06.2019 but still not received any input.
  2. One contract with 9.99 ended in Oct-18 period but for the period (Jun18 to Sept 18) i have paid 29.99 eur pm, so here also I am getting credit note of 80EUR.
So total I am getting refund of (93+80=173 euro). I am chasing this guy since last one year to correct this but guy is not helping me anyway, he is only giving me excuse & delaying me month over month & now I am fed up with all this & getting hopeless 😥.

Could you please help me to get ride of this situation ....

Thanks & Regards,
Samit
Hello @Samit,

last year you signed a contract with hardware benefit (15,50 Euro) and young people benefit.
The Tariff was changed to a tarrif wihtout young people benefit cause of the missing legitimization.
At this point also the hardware benefit was deactivated.
The benefit was reactivated in May and you got the missing 93 Euro back (you can see this in your bill dated 07.06.)

Can you please give us the last three digits of the mobile number for point two?
I will have a closer look than. ☺️

Greetings,
Katja🌻
Hi @o2_Katja

Thanks for reply. Yes I got the 93 euro back but for the month from Dec-18 to May-19 but I am still missing for the period Jun-18 to Nov-18, for which the person which the person sent mail (as mention above) 3 weeks ago but no reply.

my last three digits are XXXXXXXX332

Thanks for your help..

Greetings.
Samit
Hello @Samit,

thanks for your reply. ☺️

The benefit was deactivated on 07.07.2018 and reactivated on 22.05.2019.
The 93 Euro covers the time from 08.07.2018 to 07.01.2019.
I generated a credit for the missing time.

I cant find a contract which has been deactivated in October 2018, so im not sure which contract you mean with the second point?

Greetings,
Katja
Hello @o2_Katja,

Thanks a lot for your help, Then I hope, I will see it in next billing.

For the 2nd point, sorry I have understood wrongly,
Can you please give us the last three digits of the mobile number for point two? XXXXXXXXX742

Greetings,
Samit
Hello @o2_Katja,

Can you please help with point no. 2?

Regards,
Samit
Hello @Samit.

One contract with 9.99 ended in Oct-18 period but for the period (Jun18 to Sept 18) i have paid 29.99 eur pm, so here also I am getting credit note of 80EUR.


The contract -742 was ordered in may 2016 as All In M with a monthly fee of 29,99 Euro.
On 22.09.2018 the contract was changed to o2 Blue Basic with a fee of 9,99 Euro.

I cant see why you say you payed too much?

Greetings,
Katja
Hi@o2_Katja,

This contract was downgraded with new contract which was made in Jun-18. and I was charged 80 eur in the month of October 19 one time to downgrade & monthly charge for this no supposed to be 9,99 Euro but I paid 29,99 Euro form Jun-19 to Sept-19.

So here I have paid double.

let me know need further info or if I can directly call you to explain it.

Thanks in advance for your help

Greetings,
Samit
Hi @Samit,

now i got the point. ☺️
But unfortunately i can not find any tariff change in june. You made new contracts in a o2 shop, but the downgrade ist first documented moths later.
Do you have a signed contract for the change to blue basic from the o2 shop?

Greetings,
Katja
Hi @o2_Katja,

i have the contract, but I can send you only on this weekend. But if you see the October 18 billing there you can see they charges 80 euro to downgrade the amount & after that they are charging me 9,99 euro.

I will send contract by this weekend. Can you please send me your email id.

Thanks & regards,
Samit
Benutzerebene 7
Hey @Samit,

I got some questions, if I got it right: So in june 2018 you downgrade your contrat and you also sing a new contract, also in june 2018? For july till septemper 2018 you pay the hole price for your downgraded contract. Is it right?

Best regards, Tatjana
Hello@o2_Tatjana,

You are absolutely right but only correction is It's July-October 2018 I pay the whole price for the downgraded contract.

Thanks
Samit
Benutzerebene 7
Okay. So i have an other question: The -689 is your old downgraded contract an the -332 is the new one?

Best regards, Tatjana
Hi @o2_Tatjana ,

Answer to your question,
XXX689 & XXX332 is my continue number which is still active.
XXX742 was the downgraded contract & ended in May-19. & for this contract I have paid full amount for the period of Jul-Oct 2018.

hope this help you to understand.

Thanks & regards,
Samit
Benutzerebene 7
Hey @Samit,

I can´t see a new contract in June 2018. There is only a porting order about your phonenumber.

Best regards,

Tatjana
Hi @o2_Tatjana ,

Is there anyway I call you to discuss or shall I attached the monthly Invoices here?

Thanks & regards,
Samit
Benutzerebene 7
Hey @Samit,

no there is no way to call a communitiemoderator.

So there is no downgrade in June 2018, the downgrade was in october 2018. So you have to pay the full price till october.

Best regards,
Tatjana
Hi @o2_Tatjana ,

That's right..

Regards,
Samit
Hi @o2_Tatjana ,

I don't understand why do I have to full amount till October, while making the contract on Jun-18 with O2 (XXXXXXXXXX), he said that I have pay one time 80 eur for rest of the period & that will downgraded the bill 9,99 euro.The for payment for 80 happened in Oct-18 (not because of my fault, it's your colleague's fault).

So I don't understand why should I pay here?? This kind of customer service not expected from a company like O2.

Thanks
Samit

Edit o2_Lars: Please do not publish any names, be it co-workers or any other people, this is a public forum.
Hi All,

Can anyone help me here ? I am really fed up of all this... 😥

Thanks
Samit

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