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  • 26 February 2016
  • 5 Antworten
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karthikreddy
Rang
Hallo Dear Service Team,

I was been using the o2 since very long time..

Now I am facing huge troubles with o2. please can some one help me out.

I have 3 contracts on my name in that my cousin is using one contract.

On December 4th I have received a call from customerr service for upgrading the internet. I accepeted it because they said it also the same cost. On December 5th I flyed to India.

Once I come back I got bill about 527 Euros.
I went to a local o2 store they said, your contract plans are changed.

I sent a written application on this regard, o2 didn't accpeted it because I should do that with in 14 days. O2 said they sent me an email for the confimation but I dont use the email so often. How can I terminate the contract with in 14 days if I dont see any email about the new contract.

since month no internet and no call outgoing service.

Kidnly please help me out

Thank you in advance

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Lösung von o2_Jessica 1 March 2016, 13:45

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5 Antworten

o2_Jessica
Benutzerebene 7
Hello @karthikreddy‌,

I'm really sorry to hear that.

I just checked your contracts, and the problem is, that you have changed your tariffs to the new o2 Blue Smart. There is no conventional telephone network flatrate included. In the old tariff you had that flatrate.

And now there are these high costs because the number with the 3737 at the end did almost only phone calls to the conventional network. So, the included 100 minutes for free in every network (also the conventional network) were depleted very fast. That is why you have very high costs. The other problem is, that the bill was not payed. And so now you have a very high amount because of the costs the month before and the new costs. Now your accounts are barred. We can not do anything about that. Therefore you have to call the hotline and let you connect with our bill department, called Inhouse Dunning. They will check everything with you.

We can not change anything about that.

And just for your information: it is not our duty to make sure that the information that we have of our customers are right (like your e-mail address). That is the duty of the customers. So it is your duty to give us the right one. And it is not our fault that you did not check your mails and that you got the information too late.

I'm really sorry for that, but I can not tell you anything else than that.

Kind regards,

Jessica

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
karthikreddy
Rang
Hello Jessica,

Thank you very much for your message,

FYI I haven't asked for changing thecontract, but o2 changed it automatically to all numbers.

I understand that the number ending with 3737 has got no landline flatrate after receiving bill.

My question is why do you change the contract with out my permission, If my contract date comes to an end then it should be continue with same tariff(only 1 year NOT 2 years) or simple postpaid with no tariff plan. I suppose I have a freedom to choose my own plan not o2 chooses me a plan.

I already wrote couple of tiimes a letter stating I would like to have old contract please change it. but till now I haven't got better answer. O2 doesn't understand the problem Now I am fed up of this and I can't pay the money and also I want my contracts to be cancel.

I hope you understand the situation.

Thank you

Kind regards,

Kartheek Bolla

o2_Jessica
Benutzerebene 7
Hello @karthikreddy‌,

yes, I understand the situation. But it is as it is- we can only work with the information that we have.

And what we have is, that you have extended your contracts at the beginning of december. All the confirmations we sent you to the e-mail address that we had from you.

Afterwards, you had 2 weeks (14 days) to cancel all the changes, but you didn't.

For all the questions about your payment etc. please contact the hotline as I said.

Kind regards,

Jessica

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
cpanchal
Rang
hello 

I have bought new phone with contract from o2...but it is not working from five days...and there is too high bill is showing in my o2 account...how can i get help with this

regards

Chirag

o2_Jessica
Benutzerebene 7
Hi cpanchal,

for getting help please explain your concern a litte bit further.

What exactly is not working?

And having a look in your invoice: which invoice item seems to be wrong?

Kind regards,

Jessica

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!

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