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.
Gelöst
cancel contract
Lösung von o2_Jan
Dear @MZuser ,
I suppose there was a misunderstanding in that it was confirmed to you that your contract will be terminated by the end of the contract period, instead of being ended immediately.
According to the response sent to you regarding your letter, your contract is currently running because despite initial problems with the router, the dsl connection is working fine, it was and is ready for usage with several routers.
I am sorry that I cannot offer you additional help regarding this issue since we cannot cancel contracts via messages in the forum.
So if you'd like to appeal against the decision in said letter, please send a reply by post to the address mentioned above.
Best regards,
Jan.
Zur Antwort springenI suppose there was a misunderstanding in that it was confirmed to you that your contract will be terminated by the end of the contract period, instead of being ended immediately.
According to the response sent to you regarding your letter, your contract is currently running because despite initial problems with the router, the dsl connection is working fine, it was and is ready for usage with several routers.
I am sorry that I cannot offer you additional help regarding this issue since we cannot cancel contracts via messages in the forum.
So if you'd like to appeal against the decision in said letter, please send a reply by post to the address mentioned above.
Best regards,
Jan.
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