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It's bit long story, but let me explain what happened to me about contract.



So my contract was 2017-2019 September.



Around this January (2019 Jan), one guy from my O2 shop called me and said

"Your discount is over this month, so If you want to keep discount, you have to extend your contract"



When I went to O2 shop and aksed what happened, and he said my contract is not over, but discount is over. So If I do not extend my contract, then I will have to pay regular price, which is about 35 euro, and convinced me that I can cancel my contract if I leave germany, even if it is middle of contract. So I signed extension contract.



But, last few days, I figured out I extended my contract but I was paying rather about 10 euros than I expected. Yesterday, I went to the shop and asked them why I am not having discount as before. And the guy said, he will fix that but he asked me to sign on screen. Well,, I signed. He said, first sign one went something went wrong so I have to sign again.



On the way back to my house, I found out I have two new contract with two different numbers. So I went back to shop and asked him what is going on with this? and He said,

"I have no Idea, I will ask O2 center by message. This is not capable of using hot-line. So It will take 2 roughly weeks. So I will call back to you 2 weeks later"



To be honest, I went to that specific O2 shop several times and they fixed trouble for me. So I don't want to believe that they are going to prank me. However what I am very concerned is that if that contract is for real (well it seems reall..) and If I waited 2 weeks for his answer but he didn't (or couldn't) solve it, I have to continue with that two new contracts. So want to try cancel them before 14 days passes by.



So here is my answer.


  1. Really the 24 month contract's does not provide 24 month discount?
  2. Do you think they did it by mistake (or error) or are they trying to scam me?
  3. I want to try cancel them from my side. along side of his answer. I have contract but I don't have sim-card. Can I cancel that contract? and How?
There is no right of cancellation within 14 days for contracts concluded in a shop. A moderator should be able to check to see what contract or contracts you have and if you have two then you will either need to go back to the shop and see whether they will cancel it, or, if they refuse, challenge the contract in writing and submit a formal complaint about the shop.



Tip: Never sign something on a screen or pad, Always ask for the printout and read what you are signing (or ask someone to go with you if you need help to understand the German). Any serious shop will allow you to sign the contract on paper and give you a copy.
There is no right of cancellation within 14 days for contracts concluded in a shop. A moderator should be able to check to see what contract or contracts you have and if you have two then you will either need to go back to the shop and see whether they will cancel it, or, if they refuse, challenge the contract in writing and submit a formal complaint about the shop.



Tip: Never sign something on a screen or pad, Always ask for the printout and read what you are signing (or ask someone to go with you if you need help to understand the German). Any serious shop will allow you to sign the contract on paper and give you a copy.



So, from my Mein O2, I clearly see I have extra 2 numbers (now I have 3 including current one)



Also I got mail that I have new contracts.



and



What does it meant by there is no right of cancellation within 14 days for contacts concluded in a shop?



That means, if they dont want to cancel, I cannot cancel unless I write formal compliant about the shop?

Also even if more than 14 days are passed, I can cancel when shop decides to cancel it?
@Junggy Go to the Shop and ask for the Shop Manager. He should cancel both contracts. If he don’t want, inform him that you will inform O2 about this case. This was in my eyes no mistake from the shop.

Hope that a O2 moderator see the next days this thread and try to help you, if the shop manager don’t help you.
What does it meant by there is no right of cancellation within 14 days for contacts concluded in a shop?



That means, if they dont want to cancel, I cannot cancel unless I write formal compliant about the shop?

Also even if more than 14 days are passed, I can cancel when shop decides to cancel it?



Correct. The right to cancel within14 days only applies to contracts concluded online or by telephone. For this reason you should try to resolve the issue in the shop and if that is unsuccesful by submitting a formal complaint.


What does it meant by there is no right of cancellation within 14 days for contacts concluded in a shop?



That means, if they dont want to cancel, I cannot cancel unless I write formal compliant about the shop?

Also even if more than 14 days are passed, I can cancel when shop decides to cancel it?Correct. The right to cancel within14 days only applies to contracts concluded online or by telephone. For this reason you should try to resolve the issue in the shop and if that is unsuccesful by submitting a formal complaint.



@bs0 @Joe Doe So I went to shop. But manager just tried to be neutral and he want me to resolve this problem with the seller. This is what happend.



So I went to shop and the seller said

"you signed the contract. Its Germany, you signed and its over. I don't want to cancel them."



And the seller doesn't seem to care about anything regarding official complain letter.

He was rather very confident about that complain would have any effect. He attitude was

"Yes, please, write the complain letter."



And the manager said, he cannot force seller to cancel the contract if he doesn't want or if he thinks what he did is completely right. But he said he sent this case to O2 about what should he do. If O2 says the seller has to cancel the contract, then seller must. But if not, I have to keep the contract.



Hmmmm so I have to wait a few days to get reply. If that doesn't work, last option for me is writing complain letter.



So that being said,




  1. Is really writing complain letter to O2 is rather less likely to help me out this case?
  2. Where can I find information about the complain letter (i.e. which E-address (or regular address) I need to send / do I need some form etc..), Also is there a page for that? if yes can you provide me?
Dear @Junggy,



I have looked further into the matter, please check your own community account for a direct message I have sent to you via our @o2_Support account regarding this matter.



Best regards,

Jan.
@o2_Jan Thanks for the help ☺️. I am very happy to hear that my extra contracts will be canceled !



But as I have one last thing to talk about my extension, I wrote my question down at the private message. Can you check that message ?
Hi @Junggy,



I will reply to you tomorrow at the latest via private message.



Best regards,

Jan.

Hi @Junggy,



it wasn't an easy issue, but I'm glad we were able to resolve it via private message. 🙂



Best regards,

Jan.
@o2_Jan From my side many thanks too, that you and O2 can help customer @Junggy in his case.

I'm glad to be in this community..
@o2_Jan @Joe Doe @bs0 Thanks all of you for trying to help me out 😊. Its so relieving to know that customer service of O2 is actually functioning quite well. Also if I find someone who wants to use O2, but afraid of going to shop, I will definitely recommend them to use this forum first!.



But one last thing, @o2_Jan can you clarify one thing about my extension contract? (it's quite short one but I will write in private message)

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