Hi i'm a Swede who until recently lived in Germany, I've been on the phone with one of your co-workers concerning a cancellation, because of a move to England, of the contract i'm currently in. He then in a very friendly manner informed me that there's no extra fee for calls or texts within EU so there's really no need for me to cancel the contract. Seemed perfect. Now, i've received a bill for 121,2 €. I asked another member of your customer service and apparently there is a type of, and i quote "special number" which there is an extra fee added to. With the help of the second co-worker who told me about this "special number" aka, a number that has 800 in it? that number is now blocked, so I won't make that mistake again.
This information, somewhat relevant, must've slipped the co-workers mind which is absolutely fine but as i'm a student and would like to continue with o2, I feel inclined to ask for the rate of my normal monthly fee as 121,2 € is an outrageous amount for me, and a minimal sum for o2.
I'd also highly appreciate o2 not adding any more to this bill until it is solved.
Rechnungsnummer XXXXXXX Ihre Kundennummer XXXXXX Rechnungsdatum 08.11.2018
/Personal Data deleted - o2_Kurt]
Seite 1 / 1
Hi,
i'm a Swede who until recently lived in Germany, I've been on the phone with one of your co-workers concerning a cancellation, because of a move to England, of the contract i'm currently in.
He then in a very friendly manner informed me that there's no extra fee for calls or texts within EU so there's really no need for me to cancel the contract. Seemed perfect. Now, i've received a bill for 121,2 €.
I asked another member of your customer service and apparently there is a type of, and i quote "special number" which there is an extra fee added to.
With the help of the second co-worker who told me about this "special number" aka, a number that has 800 in it? that number is now blocked, so I won't make that mistake again.
This information, somewhat relevant, must've slipped the co-workers mind which is absolutely fine but as i'm a student and would like to continue with o2, I feel inclined to ask for the rate of my normal monthly fee as 121,2 € is an outrageous amount for me, and a minimal sum for o2.
I'd also highly appreciate o2 not adding any more to this bill until it is solved.
I'd be super mega grateful.
Regards,
Eddie
/personal data deleted - o2_Kurt]
i'm a Swede who until recently lived in Germany, I've been on the phone with one of your co-workers concerning a cancellation, because of a move to England, of the contract i'm currently in.
He then in a very friendly manner informed me that there's no extra fee for calls or texts within EU so there's really no need for me to cancel the contract. Seemed perfect. Now, i've received a bill for 121,2 €.
I asked another member of your customer service and apparently there is a type of, and i quote "special number" which there is an extra fee added to.
With the help of the second co-worker who told me about this "special number" aka, a number that has 800 in it? that number is now blocked, so I won't make that mistake again.
This information, somewhat relevant, must've slipped the co-workers mind which is absolutely fine but as i'm a student and would like to continue with o2, I feel inclined to ask for the rate of my normal monthly fee as 121,2 € is an outrageous amount for me, and a minimal sum for o2.
I'd also highly appreciate o2 not adding any more to this bill until it is solved.
I'd be super mega grateful.
Regards,
Eddie
/personal data deleted - o2_Kurt]
Maybe a mobile phone contract?
Typical misunderstanding of the therm "Roaming"I assume.
Typical misunderstanding of the therm "Roaming"I assume.
Ok sticking to this thread.
Non-geographic numbers are never covered by flatrates and can indeed be very expensive to call from abroad. The information you were given by o2 was not exactly incorrect, and I doubt that the person you spoke to gave any thought to non-geographic numbers when telling you that there are no additional charges within the EU.
You should address your request for a reduction of the invoice as a goodwill gesture in writing to o2.
You should address your request for a reduction of the invoice as a goodwill gesture in writing to o2.
I'd be grateful if O2 could call me or answer this post.
Hi @EddieBerggren ,
I've looked into the matter, and it is correct that Roaming Basic means that calling an EU number doesn't come with additional charges, as long as we're talking about regular phone numbers.
In this case, though, it is like@bs0 wrote: non-geographic (customer service) numbers are always excluded from flatrates. And even when those numbers are free to call when called from within the respective country, the customer is still being changed when calling from a different country.
This is covered by the terms & conditions in o2 contracts as well as those from the companies who offer customer support by a 0800 number.
But if you'd like to cancel your contract earlier because of moving abroad you can do so by sending in all the documents needed, you can find the requirements in this PDF (alternatively, here's the German version).
o2 will then charge you the basic fee for 3 months in advance, and your contract will be cancelled by the next possible date.
Sorry for the inconveniences,
best regards,
Jan.
I've looked into the matter, and it is correct that Roaming Basic means that calling an EU number doesn't come with additional charges, as long as we're talking about regular phone numbers.
In this case, though, it is like
This is covered by the terms & conditions in o2 contracts as well as those from the companies who offer customer support by a 0800 number.
But if you'd like to cancel your contract earlier because of moving abroad you can do so by sending in all the documents needed, you can find the requirements in this PDF (alternatively, here's the German version).
o2 will then charge you the basic fee for 3 months in advance, and your contract will be cancelled by the next possible date.
Sorry for the inconveniences,
best regards,
Jan.
Dear Jan,
Thank you for your answer. The early cancellation of my contract is an option previously considered and discussed with o2 but discarded since the cost was not beneficial in comparison to sticking with o2 for the months left. My question is simply if you can reduce the amount that I owe you. I evidently did a sloppy mistake by taking your service employee by the words.
I'd be very grateful and not make this mistake again.
All the best,
Eddie
Thank you for your answer. The early cancellation of my contract is an option previously considered and discussed with o2 but discarded since the cost was not beneficial in comparison to sticking with o2 for the months left. My question is simply if you can reduce the amount that I owe you. I evidently did a sloppy mistake by taking your service employee by the words.
I'd be very grateful and not make this mistake again.
All the best,
Eddie
I've looked into the matter, and it is correct that Roaming Basic means that calling an EU number doesn't come with additional charges, as long as we're talking about regular phone numbers.
In this case, though, it is like
This is covered by the terms & conditions in o2 contracts as well as those from the companies who offer customer support by a 0800 number.
But if you'd like to cancel your contract earlier because of moving abroad you can do so by sending in all the documents needed, you can find the requirements in this PDF (alternatively, here's the German version).
o2 will then charge you the basic fee for 3 months in advance, and your contract will be cancelled by the next possible date.
Sorry for the inconveniences,
best regards,
Jan.
The previous comment was meant as a quote, sorry!
Hi @EddieBerggren ,
while I understand that this is inconvenient and most probably won't happen to you again, there is not a way to reduce the amount of the current bill.
This did not occur because of a technical error or a mistake made while calculating the actual costs of the contract, so the amount charged is the actual amount that is due according to the usage of your contract.
I am really sorry that I don't have different news, but I am afraid there is nothing further I can do regarding this matter.
Best regards,
Jan.
while I understand that this is inconvenient and most probably won't happen to you again, there is not a way to reduce the amount of the current bill.
This did not occur because of a technical error or a mistake made while calculating the actual costs of the contract, so the amount charged is the actual amount that is due according to the usage of your contract.
I am really sorry that I don't have different news, but I am afraid there is nothing further I can do regarding this matter.
Best regards,
Jan.
Hi Jan,
Alright, that really sucks, thank you very much for taking the time anyway. I've paid the exorbitant bill and was wondering when i'll get my internet back..?
Best Regards,
Eddie.
Alright, that really sucks, thank you very much for taking the time anyway. I've paid the exorbitant bill and was wondering when i'll get my internet back..?
Best Regards,
Eddie.
Deine Antwort
Werde Teil der O₂ Community!
- Melde dich bei Mein O₂ an (oder registriere dich schnell)
- Wähle deinen Nutzernamen für die Community
- Erstelle dein Thema oder deinen Kommentar und lass dir schnell und unkompliziert helfen
Anmelden
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
