Dear Min Young Chae (@xxxxxxxx809),



the good news first: the cancellation of your contract has been confirmed and registered in our computer system.

However, the actual termination of your account is still in limbo at the moment.

We are looking further into this matter to resolve this problem, you may disregard the latest bill from August 22nd 2018.



We will inform you as soon as the deactivation of your account has been confirmed.



Sorry for any inconvenience,

best regards,

Jan.

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While we appreciate your response that says we can ignore the bill from you, I would love to address that the money was already taken from our account. We cordially ask you to refund the money. I believe O2 as a trusted company will show reasonable actions.



*attached images are from what i have got just 2 hours ago from O2 and from my Deutsche Bank transaction





Best wishes,

Minyoung Chae

[Edit: personal data masked in screenshots. @o2_Jan]

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Dear Min Young Chae,



our data shows that this transaction has already been cancelled and the 29,99 EUR will be refunded to your bank account.

The screenshots of the e-mail you received indicate that this is just a request for payment especially because the direct debit has been cancelled (to put it another way: our computer system "thinks" you still owe us the 29,99 EUR and asks for you to pay it).



Once your account has been deactivated, we will let you know.



Best regards,

Jan.

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Hi again,



After your nice answer three months ago, we have received a demand note every month, and now new letter for this month even includes INKASSO. It is not understandable and acceptable to get troublesome letters after all this.



We are pretty upset that your company didn't do anything regarding this situation. This seems that your company and INKASSO try to rip off your former customers, and this seriously harms your reputation.



We do not want to get any letters from O2 for nothing we owe. Instead of saying 'just ignore it', I strongly ask you to handle the situation right away.



Best wishes,

Min Young Chae

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Dear Min Young Chae,



I am sorry to hear that the deactivation of your contract is not yet confirmed.

As you rightfully write, this should've happened some time ago already.

I will look further into this matter and try to find out what causes these problems.



Let me assure that this is a technical problem and not a scheme to extend a contract with former customers.



I will get back to you as soon as I have further information.



Sorry for the inconveniences,

best regards,

Jan.

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I have got a letter from Inkasso. and even got a bill again from O2.!!!

It makes me crazy. I don't want to do something about this anymore.

I left Germany last March, and the Cancellation was confirmed on April!

Did you check really?? why don't you give me further information as you told me?

you must contact the Inkasso.

[edit: details in screenshot edited due to data privacy. @o2_Jan]

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Dear @xxxxxxxx809,



I'm sorry to hear that this problem took this long to be resolved.



I ordered for your customer account to be evened out when I wrote my last reply and was sure this would be handled as quickly as possible. Unfortunately, that order was still on its way when the next step of action in terms of "asking you to pay" was triggered (ie: this letter).



I've just checked your account again and can see that a mail has been sent to you today, confirming that your account has been terminated and that there is in fact no open payment or bill.



My apologies, this issue shouldn't have taken this long to be sorted out and I'm really sorry that you had to put up with all these inconveniences and miscommunication.



Best regards,

Jan.

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