contract cancellation

Hello, I cancelled my contract online and by phone in July and even received a confirmation of receipt of your cancellation by e-mail. But O2 still collects SEPA fees from my bank. I don't know how to cancel the contract now.

o2_Giulia, 29.11.2024, 11:29: Beiträge zum gleichen Thema zusammengelegt/Posts on same topic merged

Hello, I cancelled my contract online and by phone in July and even received a confirmation of receipt of your cancellation by e-mail. But O2 still collects SEPA fees from my bank. I don't know how to cancel the contract now.

o2_Giulia, 29.11.2024, 11:29: Beiträge zum gleichen Thema zusammengelegt/Posts on same topic merged

What date should your contract end on?

https://hilfe.o2online.de/english-o2-community-mobile-43/contract-cancellation-644080

o2_Giulia, 29.11.2024, 11:29: Beiträge zum gleichen Thema zusammengelegt/Posts on same topic merged

Doppelt

I did receive the confirmation and the data is correct in the confirmation receipt.

I even called to their English customer care and request for cancellation of my contract on the same month and they said they will process the cancellation request. 

In my O2 I see the contract still active. 

o2_Giulia, 29.11.2024, 11:29: Beiträge zum gleichen Thema zusammengelegt/Posts on same topic merged

Desired cancellation date: At the next possible cancellation date

It was a minimum of two year contract and contacted the for cancellation after two years. 

When was / is the end of the 2 year minimum term?

Hello ​@Bloomer,

welcome to our o2 Community 😀

I've had a look at your customer data, so far we only have one cancellation for one contract by November 5th. The other mobile phone contract has not been canceled yet.

You can submit a cancellation for your other contract here: Ihr Kündigungswunsch | o2

Please let us know if you have any further questions, we will be happy to help.

Best regards

Giulia

​​@bs0 on the 20th of July 2024. contract begun on the 19/07/2022

​@o2_Giulia 

Thank you!

There are two contracts and I want to cancel the second contract.

Could you please clarify, then what about the 'Acknowledgement of receipt of your cancellation' email and receipt I received on the 30th July 2024, after my cancellation request? And why my account has been changing for the second contract until now since then? Why am I getting email asking to pay for the second contract after I stopped the SEPA? I can share the acknowledgment receipt I received with you an evidence, if you want.

​@o2_Giulia  I even talked with one of your customer care executive over the phone about my contract cancellation in July. You may also check the recorded call conversation for evidence. 

And I submitted my contract cancellation on the online form you attached above in July, then only I received the acknowledgment receipt in my email. 

Hello,

I would greatly appreciate it if someone could clarify my concerns. Or could you tell me whom to contact for an answer?

I'm not very fluent in German, so I tried your English hotline number. But I didn't get an answer, even after waiting 10 minutes online.

In the 'Acknowledgement of receipt of your cancellation,'  I received on the 30th of July, the Desired termination date was the next possible termination date. But even after that, I have been getting invoices asking me to pay the bill, and my bank account has been charged since then.

Could you clarify, how the contract cancellation system works? And why I had to pay for the contract that I canceled already.

Thanks in advance.

Dear Community,

I am reaching out for help as I’m not sure whom to contact or where to turn regarding my ongoing issue with O2.

I have been an O2 customer for over three years and have always valued the service. However, I’ve had an extremely unpleasant experience recently that has left me frustrated and uncertain about how to proceed.

I had two contracts with O2—one for my mobile tariff and another for my home internet. After completing two years of my home internet contract, I decided to cancel it. In July 2024, I called customer care to request cancellation. I was instructed to submit the cancellation request online, which I did. I even received an acknowledgment receipt via email confirming my cancellation request in July.

Despite this, I have continued to be charged for both contracts since then. When I called customer care, the representative confirmed that my home internet contract was canceled in August but could not explain why I was still being charged. He directed me to another department.

When I contacted the second representative, she claimed that the charges were only for my mobile tariff. This is incorrect, as I have detailed invoices from July through November showing charges for both contracts (clearly listing two separate numbers). I tried to explain this to her, but she was dismissive and rude, cutting the call short without addressing my concerns.

This situation is very unfair. I feel helpless as I don’t know whom to contact next or how to resolve this issue. I am still being charged €60 every month for services I no longer use.

I am posting here in hopes of finding guidance on how to properly cancel both contracts and ensure that I am no longer charged unnecessarily. If anyone has been through a similar experience or can provide advice, I would deeply appreciate your help.

Thank you in advance.

edit o2_Gerrit 05.12.2024 moved to original post with identical issue

Why have you opened a new thread?

https://hilfe.o2online.de/english-o2-community-mobile-43/contract-cancellation-644080

edit o2_Gerrit 05.12.2024 answer moved to original post with identical issue

Please dont open one more Thread, write in the other Thread . Thanks

https://hilfe.o2online.de/english-o2-community-mobile-43/contract-cancellation-644080?postid=3178343#post3178343

edit o2_Gerrit 05.12.2024 answer moved to original post with identical issue

​@bs0 I didn't know how does it work, whether I shoudl open a new thread or write. 

edit o2_Gerrit 05.12.2024 answer moved to original post with identical issue

Also there is no response to my first thread, requesting for clarification. Its been almost one week

edit o2_Gerrit 05.12.2024 answer moved to original post with identical issue

please write in the linked thread. thanks

PS. 2 days are almost one week?

edit o2_Gerrit 05.12.2024 answer moved to original post with identical issue

​@jsc  FYKI, there’s no response after my last message on Sunday. Today is Thursday

edit o2_Gerrit 05.12.2024 answer moved to original post with identical issue

Then four days. This is a discussion forum and not customer services. Answers from moderators can take up to two weeks and sometimes they will only be able to refer you to customer services for a resolution.

In any case there is no reason to open new threads.

edit o2_Gerrit 05.12.2024 answer moved to original post with identical issue

Ok, than open the link, „vor 2 Tagen“ or?

https://hilfe.o2online.de/english%2Do2%2Dcommunity%2Dmobile%2D43/contract%2Dcancellation%2D644080?postid=3178343#post3178343

🤷🏼‍♂️

edit o2_Gerrit 05.12.2024 answer moved to original post with identical issue

Hello ​@Bloomer,

I see that our colleagues could not cancel your contract after you send the cancellation form as they could not assign the option landline/internet to the mobile number of the contract you wanted to have canceled. 

They then send you a SMS that same day asking to clarify which loption you wanted to have cancelled as the informationj in the form could not be assigned to the contract.

The second form in October could then be assigned and your contract cancelled.

Best Regards,

Gerrit

​@o2_Gerrit  Thank you for your clarification. However, it seems unusual that the acknowledged receipt contains all the necessary details, including my information and contact number. If there’s a cancellation request from the specified number, what additional information would be required? Regardless, I appreciate your response.
Now, regarding the cancellation request form submitted (again) in October: if the contract was indeed canceled in October as per the form, why has my account continued to be charged since then? Even the latest invoice I received (dated 05.11.2024) reflects charges for two contracts. The invoice explicitly lists details for both contracts.
When I explained this to your customer care executive over the phone, I was informed that the amount charged pertains to only one contract, which is not correct according to the invoices. I would greatly appreciate clarification on this discrepancy as well.