Hi,



when and which Smartphone do you ordered? I can´t see a smartphone order on your account. Only the cellphone contract from the January.



Regards,

Marc

---

Hi Marc,



Thank you for the reply. It ordered for an offer that comprises of Huawei p20 pro with 10 GB internet. It was the same offer as below but for 29.99 Euros per month.



https://www.o2online.de/e-shop/huawei/huawei-p20-pro-details?zielgruppe=bestandskunden&ratenzahlung=24&vertragsart=ratenzahlung&tarif=o2-free-m-connect-partnerkarte



Regards,

Nauman.

---

Just to be more, i didn't order mobile phone and sim separately. It was a bundle offer of both phone and new sim together. It was the same offer as below but for 29.99 Euros per month.



https://www.o2online.de/e-shop/huawei/huawei-p20-pro-details?zielgruppe=bestandskunden&ratenzahlung=24&vertragsart=ratenzahlung&tarif=o2-free-m-connect-partnerkarte

---

I am sorry, but I can`t see any smartphone order. If you want, we can order a new huawei p 20 pro. It costs 25,00 Euro per month.



Regards,

Marc

---

Hi,



How much will it cost me altogether with these additional 25 Euros. In nutshell, i didn't need another SIM, but because O2 offered a good deal, i decided to took the offer with mobile phone and new SIM.



Please advise how much will it cost me altogether with these additional 25 Euros of new mobile phone.



If it is going to be in access fo 30 Euros i would like to cancel the order as this is not what i selected. I don't need an extra SIM unnecessarily.



Thank you.



Kind Regards,

Nauman.

---

This is how it looks like on Mein O2 order status, you can clearly see it was with the mobile phone



Ihre Bestellungen & LieferdokumenteHier sehen Sie Ihre Bestellungen der letzten 24 Monate. Bitte wählen Sie aus, für welche Bestellung Sie die Bestelldetails anzeigen möchten.

Ihre Bestellung vom 24.01.2019



Bestellung:

Prescanned SIM Dummy (UDP)

Auftragsnummer:

WSFC31294291



Bestellung einsehen

BestellungPOSTPAID SIM WL EKL

BEGLEITSCHREIBEN AKTIVIERUNG

VERTRAG MOBILE

BEILAGE AGB POSTPAID

Welcome Pack 2er Online_10/18

BEGLEITSCHREIBEN ONLINE CUSTOMER SERVICE

BEGLEITSCHREIBEN WIDERRUF EKL

Bestelldatum24.01.2019Statusin AuslieferungAuftragsnummerWSFC31294291LieferdokumenteO2 MOBILFUNKVERTRAG



ALLGEMEINE GESCHÄFTSBEDINGUNGEN

LIEFERSCHEIN/RECHNUNG

HINWEIS AUF ONLINE SERVICES

WIDERRUFSBELEHRUNG

BEGLEITSCHREIBEN AKTIVIERUNG

RücksendungArtikel oder Bestellung zurücksenden



Thank you.

---

I also have the email in which all the items are clearly mentioned including the phone. If you want i can forward you that as well.

---

If it is going to be in access fo 30 Euros i would like to cancel the order as this is not what i selected. I don't need an extra SIM unnecessarily.



It would be 25 Euros plus the amount you are paying for the tarif. You won't be able to cancel now because the cancellation period of 14 days has expired. However, in the information you posted above there is no mention at all of a phone. You can post the email with the information about the phone you say you ordered (please remember that this is a public forum so do not to include any personal details) so that an o2 employee can check this for you. I think you are mistaken though.

---

You can clearly see below that i am not mistaken at all. O2 can't process partial order and force me to pay for it. The agreement was for the full contract (connection + phone) and not just connection. I am happy if you process the full order and send me the phone or cancel the order and refund me my money.



--------------------



Hallo XXXXXXXX,



Ihre Bestellung ist am 24.01.2019 bei uns eingegangen. In Kürze erhalten Sie eine zweite E-Mail mit Informationen zum weiteren Vorgehen. Nachfolgend finden Sie eine Übersicht Ihrer Bestelldaten.



1.Sobald Ihre Bestellung verschickt ist, erhalten Sie eine E-Mail mit der Versandbestätigung von O₂ inklusive Sendungsnummer.2.Ihr Willkommenspaket inklusive SIM-Karte, Vertragsunterlagen und ggf. Endgerät trifft bei Ihrer Lieferadresse ein.3.Sie aktivieren Ihre SIM-Karte ganz einfach online auf o2.de/willkommen

Haben Sie Endgeräte, die nur mit einer eSIM funktionieren? Erfahren Sie hier alles zur eSIM: o2.de/esim.



Bei Fragen zu Ihrer Bestellung, wenden Sie sich bitte an die Bestellhotline unter 089 787979409

Sie erreichen uns aus Deutschland zu Ihren Festnetzkonditionen.

Bei Fragen rund um Ihren neuen Mobilfunkvertrag ist der Kundenservice von O₂ für Sie da: telefonisch unter 089 - 787979400 (Kosten gemäß Tarif für Anrufe in das dt. Festnetz)

ARTIKELÜBERSICHT

Artikel Monatlich Einmalig



O₂ My Handy

Huawei P20 Pro

Vertragslaufzeit: 24 Monate

Gesamtpreis der Hardware über 24 Monate: 601,00 € 25,00 € 1,00 €



O₂ Mobilfunkvertrag



Mindestvertragslaufzeit: 24 Monate 29,99 €





Kombi-Vorteil (24 Monate x 5 €) + Rabatt bei Abschluss

Handy mit Tarif (24 Monate x 15 €) 24 Monate 20,00 €



24 x 5 EUR Rabatt auf Hardware 24 Monate 5,00 €



International Voice Standard 0,00 €



Versandkosten 4,99 €

Anschlusskosten 39,99 €



Gesamtkosten monatlich einmalig

Alle Preise inkl. der gesetzlichen MwSt. 29,99 €45,98 €

---

OK, but that is not evident from the information you posted before. Clearly there was an error with your order or maybe the phone contract was rejected (tarif + phone are always two contracts even if you order them together). Did you not receive any other emails? If you haven't received the phone I am sure o2 are not charging you for it. How much are you paying each month?

---

I hope you understand that it is not my fault and I have not been informed of any rejection. I am O2 customer for 5 years and already currently running two other contracts. I have been charged around 40 Euros last month for this new contract.



You can see in my last message that the tariff was discounted to 5 Euros for 10 GB per month along with separate charges for phone. Just put yourself in my shoes and think, how can O2 suddenly on its own decide and change the terms of contract and charge me 40 Euros as regular tariff without phone. This is unjust, cheeky and not what I have subscribed for. As a customer even if I agree with you then you are bound to give me 10 GB connection for 5 Euros and not charge me a regular tariff without phone.

---

Hi,



I´m sorry. After a new rechecking from your account, I can recognize that we had send you an e-mail about information to your Smartphone order. Did you check your Spam Ordner?



Regards,

Marc

---

Hi,



Unfortunately, I have received no email about the cancellation (Nothing in the spam).I only received one email and that was about updating my email address. I guess i didn't update as it was the correct email address. Could you please tell on which date did you send that email?



In any case, please understand I can't pay 30 Euros for next 24 months for the mistake i didn't make. If i would have received that email, i would have definitely cancel the order. I request you to advise a way to cancel this order.



Thank you.

---

Hi @0176xzxzxzx8,



thanks for your message.



You received the e-mail on 24th January 2019. You were asked to pay the prepayment of 1,00 € by using the payment-link of the e-mail. As we did not receive the payment, the hardware-order was automatically cancelled.



As @o2_Marc suggested already, we can send another HUAWEI P20 PRO, BLACK to you. It will be charged with 25,00 € for 24 months (additionally to the prepayment of 1,00 € and 4,99 € delivery costs).



But of course, you will keep the discounts on your tariff. So, including your tariff "o2 Free M" you will have a monthly fee of 29,99 € for 24 months.



Please let me know, if I should order the phone again for you.



Loving greetings,

Tobias

---

Hi Tobias,



Thank you for the response. As you mentioned I have to pay 29,99 for 24 months including Handy and Tariff, i request you to please send me the new HUAWEI P20 PRO, BLACK Handy to my address. If possible please deduct money from my account directly for any prepayments etc.



Thank you.

---

Hi @0176xzxzxzx8,



thanks for your response.



Sure, I can send you another HUAWEI P20 PRO, BLACK.



But please be aware of the fact that it is an automatic internal decision how you will be requested to pay the prepayment. It can even be that you will be charged a higher prepayment-amount. But do not worry, the complete amount for your phone will not increase.



Shall I now order the HUAWEI P20 PRO, BLACK for you?



I look forward to your response.



Loving greetings,

Tobias

---

Hi Tobias,



Yes, please order HUAWEI P20 PRO, BLACK. Thank you.



Kind Regards.

---

Hi @0176xzxzxzx8,



I have ordered now the phone HUAWEI P20 PRO, BLACK.



You will be informed as soon as possible by e-mail.



Loving greetings,

Tobias

---

Thank you Tobias.



I have just received an email with the acknowledgement of new mobile phone. There is no mention of any prepayment though.



Kind Regards.

---

Hi @0176xzxzxzx8,



thanks for your message.



There will soon come further information concerning the payment for your phone.



But it seems that you are lucky and that this time we will debit the prepayment of 1,00 € together with the first rate directly from your bank-account after you have received your phone.



This is great!



Have a nice day.



Loving greetings,

Tobias

---

Hi Tobias and Team,



Thank you very much for your support. I have received the Handy today.



Best Regards.

---