Contract cancelation problem

Hi Marc,
thank you for your respond. Yes I want to cancel both of them. So you are saying that I need to wait until 17.10.2014 until they are canceled. I received different info last month from your colleagues from O2 shop. Thanks, I will let you know how it goes.

Regards,
Nenad

Dear O2 Staff,

 

I am in desperate need of help! I have received an online Rechnung for a Kundennummer I do not recognize: xxxxxxxx. I lived in Berlin in 2013, but I have been back in my country since December 2013.  Here is the full story:

 

I had two separate O2 contracts when I was living in Berlin in 2013: one for DSL and one for a PREPAID mobile phone.

My Kundennummer for the DSL contract was DExxxxxxx. I cancelled this contract in July 2013 (I sent back the router with a letter and I have the Kündigungsvormerkung here).

 

I stopped using the prepaid phone on December 2013 and the SIM was deactivated. I moved back to Brazil in 2013. I travelled to Berlin again on September 2014 and bought a new SIM card to use during my trip to Germany. I have not used this SIM card since October 13th 2014.

 

Still, I received an online Rechnung for 8,74 EUR for the period of 13.10.2014 – 12.11.2014. I was not in Germany anymore and I don't understand this bill since my phone is prepaid. Furthermore, I don't know what this Kundennummer xxxxxxxx refers to. I don't have this number in any of my contracts.

 

I have tried calling the Hotline from Skype and speaking to an O2 agent on the online chat, but I have had a difficult time communicating my problem in German. so, I asked a German friend in Berlinto call the Hotline in German this week, but they told her they could not explain to her what happened.

 

I live in Brazil, I have no German address or bank account anymore and I do not know what to do. Please, help me! I need to understand what is happening.

 

Thank you very much!

 

Edit: Persönliche Daten entfernt

Hello cs_br,

 

it is an o2 Go contract, which was activated on June 2013. The internet flatrate was deactivated in July 2013, so that no tariff rate was charged.

 

Since September this year the contract was every once in a while used,  so we have send you the bill for that usage without unlimited plan.

 

Best regards,

Carina

Dear Carina, 

 

Thank you for your quick reply! I really appreciate it.

 

I have not requested, signed or activated any O2 Go contract in June 2013. I don't know why it was activated. 

 

I have had this problem before while living in Berlin back in August 2013 and asked my German friend to call O2 for me. They said it was a mistake by O2 back then and cancelled the bill.

 

I only used my prepaid phone from September to October 2014. I never used any other services. 

Also, I don't  live in Germany (and don't have a German bank account) anymore. I got sent an e-mail saying I was due the value of 8,74 with no further information on how to pay for this.

 

How should I proceed now? And how do I cancel this contract I never requested? I don't even know which phone number or address is associated with it. When I login with this profile, it says I have no charge on my Rechnung. I have no information to login with this O2 Go Kundennummer.

 

Thanks once again.

 

 

Dear O2 staff,

 

Please help me. I am desperate to solve this issue!

 

I have now received a new e-mail saying that I am due 12,74 EUR for the Kundennummer 6010649043. I want to see the online Rechnung but I do not have the login information for that Kundennummer.  I can't pay the Rechnung if I can't see it. Is it possible for O2 to send me the actual Rechnung to my registered e-mail so that I can pay it? 

 

I have already sent a letter to the Kundenbetreuung (Telefónica O2 Germany GmbH & Co. OHG, 90345 Nürnberg) asking for the cancelation of my contract.

 

Once again, please help me. I am in Brazil, I have asked German friends to call the O2 Hotline in German and the operators have refused to help. I even tried calling O2 from Skype and they can't help me. 

 

Please help me undestand how I can cancel this contract. I haven't used any O2 services since September 2014.

Dear O2 staff,
 

Please help me! I have been having a problem with O2 for months and I don't know how to solve it!
 

I have been receiving e-mails from O2 since September 2014 saying that I have a Rechnung for Kundennummer xxxxxxxx. After posting a message on another thread on this Forum, I found out that this Kundennumer is related to an O2 Go contract which was activated in June 2013 (when I was living in Berlin and had a prepaid O2 moblie phone). I have no idea how or why this contract was activated and I don't have the necessary information to login here with this Kundennumer to see the Rechnung online and pay for it.

 

I live in Brazil and my German is not good. I have asked German friends to call the O2 Hotline in German but they couldn't get any information on my behalf. When I call O2 from Skype, they claim not to understand me because of my poor German and they don't speak English.

I have already sent a letter to the Kundenbetreuung (Telefónica O2 Germany GmbH & Co. OHG, 90345 Nürnberg) asking for the cancelation of my contract, but because the letter was sent from Brazil it could take a few weeks before it reaches its destination.

I don't want to have any unpaid bills on my name and I am even willing to pay the due ammount just to make this problem go away. Still, I need O2 to send me the actual bill via e-mail, so that I can ask a friend in Berlin to go to the bank and pay it.

 

How can I have access to this Rechnung online and how can I make sure this contract is terminated?

 

Please, please help me. I am desperate!

Thank you so much.
Best regards,

 

THIS PROBLEM WAS SOLVED AFTER CONTACTING THE O2 GURU VIDEO CHAT.

Hello cs_br,

 

i´m sorry that your post from 12-03 was not answered till now. But i´m happy to hear, that a video guru could help you. Thanks for your response.

 

Best regards,

Carina