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An agent in the O2 shop in Campus Shopping center of Lübeck lied to me. I said I didn't want to sign a contract to have more Mobile Data in the conract, if that contract was to stay longer in their company because I was leaving Germany in a few months. But he insisted there was no problem because the German law said that when you leave Germany every contract is cancelled from the day you leave the country. Not only that, when he offered me the increase in Data he didn't mention to me that I was supposed to stay with O2 for 2 years. When he already had print the contract I asked about it and then he said "of course", and when I said I did not want to sign in that case, then he said it was no problem at all because the law would cancel the contract automatically... Some months later I lost my phone and I asked another agent to cancel everything because I was leaving in some weeks and that other agent said that I could only do it once I presented the official form from Lübek register and then it would be automatically ended. Both agents lied to me. When the register gave me the official leaving paper, I borught it to he O2 shop and then they said I would receive the answer in my email. But the answer was that I still have to pay until next summer... Now I live in Spain since June and I'm still paying the bills for a number I don't need and I don't want because I'm starting to work in my country and I need a spanish phone. When I use the german number I get double charged. I don't know what to do. I feel so diappointed with O2. I'm a mom of 3 and I don't want to have to pay this huge amount of money to a company who lied to me for something I don't need. Please, help me! What can I do?
Dear @esoronellas,



I'm sorry to hear that things did not work out the way they were supposed to regarding your contracts.

There are some truths and some misinformation that you were given regarding the process of the cancellation:



It is true that we can cancel a contract early for someone who leaves Germany. However, this is not constituted in German law, it is our way of meeting our customers halfway; which is why we ask for some documentation from our customers to clarify they're actually leaving.

So I'm surprised to read that you were told this, my apologies if this was the case, that is not how we usually inform our customers.



So, on to what you can actually do about your contracts:

As things are now, both your contracts are still running, so technically, the mobile one will end in the fall of 2020 and the dsl contract does not have a termination date yet.



But you can cancel them earlier due to moving abroad, in order to do this, you'll need to fill out this form as well as provide the papers mentioned in that pdf, which are as follows:




  • a de-registration certificate of your former German place of residence
  • a notification of your new, foreign domicile (alternatively a confirmation of your employer or landlord)
  • Your approval for us to charge you the all-inclusive basic fee for 3 months. The exact amount of the fee will be notified in a separate letter.

If you fill in and sign the form you can then send it back together with copies of the documents required via fax to +491805 571 766 or via mail to the following address:



Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg



I am aware that you basically filled out a similar form already, but to be sure it is accepted please choose the official one.



Also, please make absolutely sure to include the phone numbers and/or customer numbers of both your contracts on the form to make sure it applies to all of your contracts.



In case your German bank account is no longer valid, keep an eye on your bills in your Mein o2 account and pay them directly by bank transfer.

Also, please remember that the bills from your contract cover the preceding four weeks, so there will be a final bill after your contract has ended.



Again, I'm sorry that the information given to you was this subpar, but I hope this clears things up.



Best regards,

Jan.

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