I am writing this email in hopes of voicing two issues I had with O2 in the past week and in hopes of finding help for my situation. I am very disappointed and frustrated at what happened and would kindly ask you to get involved in this situation.



It all started when I decided to buy a prepaid card on 27.10.2017 from the O2 branch in Muenchener Freihei in the underground station (I know its not common to buy it from there but I am new to the city). I was told that I needed to have a bank account (which I did not have by then) to get a contract and therefore my only option was to buy a prepaid card. I bought prepaid card with a value €9,99 and paid €30 for it.  I was told that even though this card only has a value of €9,99, it still cost €30. The worker assured me that I would not need to pay another €30 to get a contract. I was hesitant about this and asked him multiple times about this piece of information and every time he assured me that I would pay these €30 once and would not need to pay them again to get a contract. 



The second incident was when I went back again to the same O2 branch on 2.11.2017 to get the contract. The same worker was there and asked me to pay the €30 again even though he had assured me that I would not need to. And so I paid the €30 again. This was my first encounter with O2 and the first incident I am requesting your interference in.



The second incident is that on the same day, the same worker assured me that with this contract, I would be able to get a phone contract from another O2 branch because I wanted a pixel  2 phone which they did not have, but he told me that I can do the contract at his branch and get the from from another one. I believed him for the second time, which obviously was a mistake because I tried to get a phone using this contract but from another store and to my surprise this was the wrong contract and I would need to pay for the phone much more money than what I would have been paying if the phone is in the contract. And now I cannot cancel this contract even though this is not the contract I wanted and asked for.



The reason why I chose O2 was because of the positive feedback I got from colleagues about it. But honestly until now, all I have seen is horrible customer service and theft. I am again very disappointed and I would like to know what O2 plans on doing to compensate this issue. I have faith that you would be able to help me in my situation or at least help me get back the 30 euros I paid for a 10 euro prepaid card or cancel my contract.