Hello @karthikreddy‌,



I'm really sorry to hear that.



I just checked your contracts, and the problem is, that you have changed your tariffs to the new o2 Blue Smart. There is no conventional telephone network flatrate included. In the old tariff you had that flatrate.



And now there are these high costs because the number with the 3737 at the end did almost only phone calls to the conventional network. So, the included 100 minutes for free in every network (also the conventional network) were depleted very fast. That is why you have very high costs. The other problem is, that the bill was not payed. And so now you have a very high amount because of the costs the month before and the new costs. Now your accounts are barred. We can not do anything about that. Therefore you have to call the hotline and let you connect with our bill department, called Inhouse Dunning. They will check everything with you.



We can not change anything about that.



And just for your information: it is not our duty to make sure that the information that we have of our customers are right (like your e-mail address). That is the duty of the customers. So it is your duty to give us the right one. And it is not our fault that you did not check your mails and that you got the information too late.



I'm really sorry for that, but I can not tell you anything else than that.



Kind regards,



Jessica

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Hello Jessica,



Thank you very much for your message,



FYI I haven't asked for changing thecontract, but o2 changed it automatically to all numbers.



I understand that the number ending with 3737 has got no landline flatrate after receiving bill.



My question is why do you change the contract with out my permission, If my contract date comes to an end then it should be continue with same tariff(only 1 year NOT 2 years) or simple postpaid with no tariff plan. I suppose I have a freedom to choose my own plan not o2 chooses me a plan.



I already wrote couple of tiimes a letter stating I would like to have old contract please change it. but till now I haven't got better answer. O2 doesn't understand the problem Now I am fed up of this and I can't pay the money and also I want my contracts to be cancel.



I hope you understand the situation.



Thank you



Kind regards,



Kartheek Bolla

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Hello @karthikreddy‌,



yes, I understand the situation. But it is as it is- we can only work with the information that we have.



And what we have is, that you have extended your contracts at the beginning of december. All the confirmations we sent you to the e-mail address that we had from you.



Afterwards, you had 2 weeks (14 days) to cancel all the changes, but you didn't.



For all the questions about your payment etc. please contact the hotline as I said.



Kind regards,



Jessica

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hello 



I have bought new phone with contract from o2...but it is not working from five days...and there is too high bill is showing in my o2 account...how can i get help with this



regards



Chirag

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Hi cpanchal,



for getting help please explain your concern a litte bit further.



What exactly is not working?



And having a look in your invoice: which invoice item seems to be wrong?



Kind regards,



Jessica

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