Dear O2

I cancelled my contract due to you not providing the services. I tried for 3 months unsuccessfully to have a router sent to me. I called at least once a week, and each time I called I was informed that there was no record of me ordering the router. There were however records of my calls.



Eventually, there was a record of me ordering the router, but still it was not sent. After 3 months of this I called to cancel the contract. The lady on the phone confirmed this was possible. Based on the information provided by your team, I then purchased a contract from a different provider.



I continued to receive information from O2, so I called again after I had cancelled my contract. I was then informed it was not possible to cancel via phone, and I needed to do this in a letter. Whilst this was contradictory advice to what your O2 colleagues have provided earlier, I have done this.



I then received another bill from O2, so I called again last week. Your colleagues confirmed that my letter had been received the contract was cancelled. He told me to pay the bill (so I did not impact my SCHUFA score), and that he would send me a letter of cancellation (I would receive it in 5 days). He told me once I received the letter, I could call back and you would process a refund for me because the contract had been cancelled and I had nothing else to pay.



After 7 phone calls today, your colleagues on the phone from lots of different departments have told me that I need to resend the letter. I simply do not understand. You have a record of the letter, so what will re-sending it do?



This is a very simple matter. We entered into a contract. You did not provide me with the services stated. I cancelled the contract (which I am allowed to do, if the services are not provided). I received confirmation from your team (twice) that the cancellation had been successful and I had no more to pay. I need this to be resolved within the system - and for the bills against my name to be stopped.