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Hello,



I would appreciate some help in canceling a contract. I am a student and the contract I got signed up for isn’t working where I live in Planegg and above my budget. I have gone to the store several times but still no help as I have been told to wait. It’s been 2 weeks now.



at the O2 store in Munich, the O2 Guru told me to come immediately if the service isn’t working when I signed the contract. I did that and still I am stuck with the plan. Please help
Please can someone assist me in resolving this ?? It’s been 2 weeks as promised by the O2 guru still no text message about the cancelation. Please advise on the best way to cancel the contract. I’d appreciate some help.
Hi ed02,



the cancellation was rejected because the mobile contract is still in use. This is the infomation, your o2 shop got yesterday, sorry. :/



Best regards,

Michi
Hi Milch,

Yes you are right that the mobile phone was still in use. Actually I want to raise a complaint about this. The O2 guru specifically said the phone should be left on so that I will receive a message about the cancellation. I went to the store multiple times because it didn’t make sense to me that I should continue using the phone, yet he insisted. I got fed up and asked to speak someone else and they explained that the mobile should never have been in use once the cancellation was requested. He said I should stop using it which I have done. Now I hope the cancellation will be processed because I have been charged half already. But why did the first guy mislead me? It’s very unsatisfactory.
Hi ed02,



the cancellation was rejected because the mobile contract is still in use. This is the infomation, your o2 shop got yesterday, sorry. :/



Best regards,

Michi

since Oct 15 i have stopped using the sim and have already been charged for the time I used the sim. In fact I have more proof that the O2 guru told me to continue using the sim to “wait for the cancelation” sms. I visited the store on Oct 1, and Oct 10when the sim was locked but he unlocked it and said i should keep using it. i have stopped using it now and hope the cancelation can take effect since I have been charged already. Thanks
Hi ed02,



normally a cancellation from contracts signed in a shop is not possible, it's a gesture of goodwill to cancel contracts in some cases. Unfortunately the department, which is responsible for the shop enquiries, has rejected the cancellation. If you say the service in the shop was not satisfiying or an employee recommended something, that led to this rejection of the cancellation, you can write a complaint to our customer service backoffice:



Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg



I can not promise, that your contract will be cancelled, because my colleagues already decided to reject the cancellation.



Best regards,

Michi
Hello Michi,



i have gone to the store again and wrote a letter which was faxed. Now, is there nothing that can be done to cancel this contract even after the multiple visits to the store and even faxing a hand written letter? I have not used the sim since October 15, yet I am still subjected to a contract which service doesn’t work properly? I adhered to the instruction by Pascal the O2Guru, should I really be penalized for listing to one of your “gurus”

please what is the best way to resolve this and cancel the contract ? I have faxed a hand written letter again.
Hi @ed02,



thanks for your perseverance.



I have happy news for you: Your contract was cancelled today (2nd November 2018).



I hope that everything is fine now for you.



Loving greetings,

Tobias
Hi @ed02,



until now I did not yet receive a reply from you.



Is everything okay now for you?



Loving greetings,

Tobias
Dear Tobias,



Thanks for your assistance. Yes I confirmed the cancellation on Friday last week when I went into the store again. Another O2Guru was helpful in explaining but the initial guy (pascal) was very misleading and unprofessional. But many thanks for the cancellation, much appreciated.
Hi @ed02,



I am glad that the o2 Guru could help you.



Have a nice week.



Loving greetings,

Tobias
Hello Tobias,



thanks for your message. I received a invoice today about this same contract which i have canceled two months ago. I’m having trouble understanding why there’s a charge and what the charge is.. please can you provide more information. Thanks
Hi ed02,



my colleagues terminated the contract on the 2nd of november. There is a fee for the one day the contract was still active (1st of november, 1,33 EUR). The invoice of 1,33 EUR is the last bill you will get for thi contract, because it's deactivated now. :)



Best regards,

Michi

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