dear deltaray224,



it seems you already had contact to our customer service. Is your concern solved?



kind regards,

Andrea

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Hi Andrea



I was contacted, but I had some clarifications which I asked but haven't heard back.



I was informed that I couldn't revoke my contract, since its an old contract (my secondary sim -which was given to me as free when I got my primary sim though I never used it, and I was never charged for it).

However, because of the cancellation of my primary sim (which I used to used), the terms of my secondary sim contract changed and now I am supposed to be charged for it. However, I was never informed of this change, when I cancelled the contract for my primary sim (otherwise I would have also cancelled this one at the same time- I never used it anyways, and in fact wasn't even aware it was a different contract!).

Surely also if the two contracts were linked, then I was supposed to be informed about this change when I cancelled my primary contract.



Could you please let me know the following?



(i) If a revocation is still possible?

(ii) If not, then when can I terminate this contract for me secondary sim at the earliest? And what would be the monthly charges till then?



Additionally, I do not have the secondary sim with me and cannot access my o2 account to login and cancel my contract online .



I have been normally quite happy with 02 for the last few years, but this makes me feel quite cheated- I was given something additional for free (at least that's how the secondary sim was given to me), and now I am being asked to pay for it! I've never used this sim, and in fact can't even login to my account to cancel it.



I would be happy if you could revoke this sim, and not have me pay for something which was free for another year for this - in fact I don't even know when I can cancel it next or howto do it without being able to log in to the account. Otherwise O2 would make a 100 odd euros off me in this year, but will definitely lose a customer for ever.

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Dear deltaray224,



you already had contact to our service and you were informed, that your contract can't be reactivated.

Your second contract was never for free, take a look at your bills. It is right, that the pure contract is for free, but you always paid for the surf flat M and the contract had always a surf flat on top. The surf flat M costs 14,99 Euro a month. You had a benefit of 10 Euro on it, because of the combination of two or more contracts. So you always paid 5 Euro für the contract. Now, you have no other contract and the benefit ist gone. The contract costs you 14,99 Euro a month.

You can cancel that contract until July 5th 2019. It then ends at Oktober 5th 2019.



kind regards,

Andrea

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Hi Andrea



I see, well like I said, I never knew about it even though I might have been paying for it all along, I guess you can easily look at my usage record and see that this service had never been used - the one associated with my secondary number.



Could you cancel the contract for me, for the secondary number and any other O2 contracts that I might have? Like I said, I can't access the online account to cancel it anymore, and since I don't have the sim either I can't get the code which O2 needs to send me (to that sim) to access the account.



If you can't do it, can you tell me how I can cancel my contract without access to my online account or sim card? Or maybe you can reset the online account for me that I can access it with some temporary password? Or I can send you a letter via email?



Thank you.

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You can terminate the contract by sending a letter to o2.

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Dear deltaray224,



you can cancel your contract by sending your notice to terminate to the following address:

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

Fax: 01805 571 766 (0,14 EUR/Min. aus dem dt. Festnetz, Mobilfunk max. 0,42 EUR/Min.)



Email is not working.

Please, don't forget to note the phonenumber of the contract and your sign.



kind regards,

Andrea

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