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I have an extra o2 contract which I never ordered, but being charged to for 2 years


On 03.05.2017 I ordered a mobile phone and a contract from O2.
I did the purchase via my employee benefits website as an O2 partner employee.
On 04.05. 2017 I received a confirmation email that my new number is XXXXXXXX-943 and I am in O2 Free L package.
On 04.05.2017 I also received an email from Rabeconcept confirming the same details for an O2 Free L package and a black Huawei P10 Lite phone.

Later that year, on 24.11.2017 I ordered just a mobile phone without contract from O2. I received an email, Auftragsbestaetigung for the Huawei P10, black phone. Auftragsnummer: XXXXXXX
This is all I ordered from O2 and I am still an active customer and happy with the service.

On 11.07.2019 I called O2 customer service because I had a couple of questions regarding my tariff.
A very helpful agent helped me to find out that I have another mobile contract on my name which I have never even ordered, and I had no idea that it existed.
He pointed out that I have been paying for an extra contract for 2 years, and I have never used it, did not know that it existed at all.
He told me that the number for that is XXXXXXX825.
This is a mistake that I have an extra contract, please investigate this and cancel the contract immediately. I have never ordered one more phone contract only 1 mobile phone + contract and 1 mobile phone as explained above.
Also, because I have never ordered this or have never received ANY information about this, besides cancelling the contract I would like you to pay me back the money that I paid for 2 years for nothing.

Edit by o2_Tatjana: delete personal data and moved thread to an other category
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Lösung von o2_Katja 21 August 2019, 12:14

Hello @Vicuska,



one contract was ordered by rabeconcept, one directly by us.

We have just one adress, one mail adress and one banking information for your account.

Also we send billing infomation mails every time we create a bill.



Like i see you sent a letter to us concerning this contract. The colleagues already sent you an answer and the termination is already deposited.



Im sorry, but we have no ther answer for you.



We can send you a sim for this contract for free so you can use it till the termination date if you want.



Greetings,

Katja
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7 Antworten

Hello @Vicuska and welcome to the o2 community! ☺️

I took a look to your contracts:
The tariff with -825 was ordered on 04.05.2017.
All information mails were sent to the same confirmed mail adress you use for the other contract.
Actually the contract can be canceled to 04.05.2020.

Greetings,
Katja
Hi Katja,
Thanks for your reply.





However, I luckily keep all my emails from o2 and on 04.05.2017 I have this
And this from Rabeconcept who was the third party as I was on a partner contract

Can you please re-send the information about the phone contract I never had?

Many thanks.
Eva

Edit by o2_Tatjana: delete personal data from screenshots
Hallo @Vicuska,

entschuldige die späte Rückmeldung.
Wunschgemäß habe ich soeben den Versand der damaligen Tarifinformationsmail erneut veranlasst.

Viele Grüße,
Katja🌻

P.S: Sorry for the wrong language.
-->I sent the tariff information mail which was originally sent on 05.05.2017 again to the same confirmed mail adress.
I have never received it before. Can you please investigate why I received the mobile contract when I did not order it?
I do not even have a SIM card for this account.
Such a partner should forward the right SIM to the customer - I assume.
A smartphone comes maybe via DHL or UPS.
Did you got the other SIM from rabeconcept or by snail mail directly from o2?
It was 2,5 years ago, I cannot remember the delivery method. But I received 1 phone and 1 sim card, that is 100%.
And I am paying for 2 sim cards, without ever ordering 2 of them or even having 1 of them.
Hello @Vicuska,

one contract was ordered by rabeconcept, one directly by us.
We have just one adress, one mail adress and one banking information for your account.
Also we send billing infomation mails every time we create a bill.

Like i see you sent a letter to us concerning this contract. The colleagues already sent you an answer and the termination is already deposited.

Im sorry, but we have no ther answer for you.

We can send you a sim for this contract for free so you can use it till the termination date if you want.

Greetings,
Katja

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