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O2 Salesman made false promises and now I'm left with unfair charges

  • June 6, 2019
  • 7 Antworten
  • 104 Aufrufe
S
Besucher:in
In 2017 I signed up with O2 after having been convinced by an O2 Salesman. One of the things I had said was crucial to me joining O2 was if I would be able to cancel my contract swiftly and without extra fees if I were to move abroad. The salesman in O2 Shop, Windthorststr. 20, Münster guaranteed me that I could cancel the contract without any extra fees or binding period if I suddenly were to move to another country. Since this was crucial to me, I asked about this in both to be absolutely certain, which he confirmed. In both English and German.

Now trying to cancel as I just very recently found out I'm moving to a different European country, I'm being told that I have to pay a fee worth three months of subscription. That's 75 Euros.

I was in touch with support via Whatsapp and Twitter, but no one seems to take any responsibility. On WhatsApp I've explained my case and have urged Support to meet me in the middle, as I find the behavior of the salesman completely inappropiate and the business practice very unethical, and not to forget, illegal.

I was informed by support that this is the company's policy and that what the Salesman told my was wrong. I was met with dismissive questions like "What happens if we ask the salesman and he says he never said such a thing?".

I appreciate that the service person whom I spoke to was only doing their job, but I find it unacceptable that no one takes responsibility to ensure their otherwise loyal and happy customers don't feel betrayed. Though, I was told by support that sometimes exceptions can be made in these circumstances.

You must imagine how betrayed I feel by the employee who 'helped' me sign up, especially as someone who is an easy target since I don't speak German on a native level. The service rep wanted to praise my German skills which, though it had the best of intentions i'm sure, only made the pain so much worse, and even brought me to tears, as I was anyway still what the salesman must have considered an easy target, it seems.

I'm hoping someone here can show me the empathetic side of customer care.

7 Antworten

A
  • Anonymous
  • June 6, 2019
There is no way out: when cancelling your contract due to moving abroad you will have to prove your moving abroad and you will have to pay the extra fee.
S
Besucher:in
  • S. K.
  • Autor
  • Besucher:in
  • June 6, 2019
There is no way: when cancelling your contract due to moving abroad you will have to prove your moving abroad and you will have to pay the extra fee.
Of course, and I will prove that I'm moving. That part wasn't the point though.

Thanks for your answer.

I realize now that the company policy is that you have to pay 3 x monthly charge as an early cancellation fee. The problem is that I was told, promised and guaranteed otherwise by a shady salesman who apparently wasn't following company procedure - and now I'm the one suffering from it.

And I was indeed told by support via WhatsApp that there are exceptions to these cases.
A
  • Anonymous
  • June 6, 2019
Then have a try. But I am afraid that you will be disappointed unless you were assured of „no fees“ in such a case written down in the contract. A promise or guarantee is worth nothing unless it‘s confirmed in a treaty. 😉

I realize now that the company policy is that you have to pay 3 x monthly charge as an early cancellation fee.
The other companies have the same policy. It‘s due to German law. 😉
S
Besucher:in
  • S. K.
  • Autor
  • Besucher:in
  • June 6, 2019
Thanks, kind stranger.

And while I completely get that 3 month policy, it is the fact that I was lied to about it. That's what I'm contesting, and that's why I'm willing to drag this out as long as it's necessary. Other people I know have had bad experiences in that one place, and I cannot let someone who lied to me for profit get away with it. It's bad for customers, it's bad for business, and it's just purely unethical.

I hope the company comes to its senses and that they will work with me to find a resolution. I'll keep up the negative traffic for as long as necessary. It's a shame, because I've actually had good experiences otherwise. I hate having to do it, but I will do what I must, and drag them through negative PR until justice is seen. If necessary, for months.

I really hope for a fair resolution
A
  • Anonymous
  • June 6, 2019
I'll keep up the negative traffic for as long as necessary. It's a shame, because I've actually had good experiences otherwise. I hate having to do it, but I will do what I must, and drag them through negative PR until justice is seen. If necessary, for months.
I‘m sorry, but I can‘t help finding your threats ridiculous.

Neither o2 nor other customers will be impressed. But do what you think you have to do. No one will prevent you from doing whatever you intend to do. 😉

I am leaving this thread now. Obviously you do not need any more help.

Good luck! Live long and prosper! 😉
S
Besucher:in
  • S. K.
  • Autor
  • Besucher:in
  • June 6, 2019


I‘m sorry, but I can‘t help finding your threats ridiculous.

Neither o2 nor other customers will be impressed. But do what you think you have to do. No one will prevent you from doing whatever you intend to do. 😉

I am leaving this thread now. Obviously you do not need any more help.

Good luck! 😉

If all consumers kept quiet and never raised their dissatisfaction publicly when being mistreated by these large cooperatons, then none of us would ever have anything resolved and consumers would be steamrolled over and over again. I also wouldn't call it threats. Rather than that, it's simply explaining the situation as it is and what is to be expected.
Thanks for your input in either case.
    o2_Marc
    • o2_MarcTeam
    • Team
    • June 7, 2019
    Hi S. K.,

    I apologize for the trouble do you have, but we can`t cancel the fee. All information what is to do, if you leave the country and have a contact at o2, you will find here in this form - Contract cancelation.

    Regards,
    Marc
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