contract cancellation

Did you check the dates the invoice covers? An invoice dated 5th November will cover the month of October.

Hello ​@Bloomer,

as bs0 mentioned, the invoice from 5.11.2024 would indeed cover the month of October and depending on the timeframe which is charged in your bills, the upcoming bill might also contain an amount for your second contract until the date of deactivation. 

Best Regards,

Gerrit

Thank you both for your reply.
To clarify, are you saying that I need to pay for the month of October in November? If so, why does my invoice dated December 5th include charges for the second contract that I canceled on October 4th? How long am I expected to pay for a contract that I have already canceled?

Additionally, my question from my previous message remains unanswered:
What more is required to cancel a contract beyond submitting a direct phone call and online request, which includes the phone number and all relevant details of the contract holder? This refers to the cancellation request I made in July.

Hello ​@Bloomer,

for our online form which you submitted in July our colleagues could not enter the termination of contract, because for your mobile number the option internet/landline was stated, therefore they were not allowed to enbter the termination without asking back via SMS to your number, if you could clarify which option - eg. a data option or the mobile contract itself - should be terminated.

Regarding your current bill, your second contract has been terminated on 5.11.2024, the current bill is for the time 23.10.2024 - 22.11.2024, therefore the timeperiod 23.10.2024 - 04.11.2024 is billed.

Best Regards,

Gerrit

​@o2_Gerrit 

Thank you for your clarification. However, I would like to bring to your attention that no one followed up with me regarding the correct option for resolving my issue. After waiting for two months, I had to try again on my own.

Could you please guide me on how to cancel my second contract? Specifically, I would like to know which option I should select when submitting the cancellation request online.

To provide some context: I entered this contract three years ago alongside a new iPhone tariff. Since then, I have been making monthly payments for both the O2 SIM contract and the handset contract. I was informed that once the handset payments were completed after two years, the SEPA direct debit for the handset would automatically stop. However, this did not happen.

When I contacted your customer care team in July, the representative assured me that the contract would transition to a SIM-only plan without a handset. I even provided consent to have the call recorded for reference. However, as of now, nothing has changed. Despite trying to make the adjustment online, the issue remains unresolved.

Given this situation, I find it unreasonable to continue paying double without any benefit. Therefore, I would like to proceed with canceling the contract and porting my number. Your guidance and assistance on how to complete this process would be greatly appreciated.

Thank you for your support, and I look forward to your prompt response.

Hello ​@Bloomer,

did you buy your mobile contract which is still running and which is the only remaining contract with us, together with hardware, you are mentioning an iPhone?

Sometimes it is that a contract from us is - online or in a shop - sold together as an offer with hardware from a different source. In your bank statement then there should be two different enterprises debiting hardware and we your con5tract with us.

The remaining contract you can cancel via our form Ihr Kündigungswunsch | o2 where this would be the choice:

How to then port your number you can find in our article abourt number porting 🙂

Best Regards,

Gerrit

​@o2_Gerrit 

Thank you for your reply.

Yes, that’s correct. This is the only contract remaining—the one I purchased with the hardware (iPhone).

I bought both the hardware and SIM together from a shop. Since then, one enterprise (Telefonica) has been debiting the amount from my bank account, charging me for both the hardware and SIM contract.

Could you please explain how I can change the contract/tariff? The customer care executive told me they would send an email with the information regarding the tariff change, but I haven’t received anything.

I want to give it one final try before I proceed with porting my number.

Hello ​@Bloomer,

I wrote a private message to you, please also write here shortly when you have answered me via private message 🙂

Best Regards,

Gerrit

​@o2_Gerrit hello, I couldnt find any private messages. Could you resend it again?

​@o2_Gerrit yes, I found it and wrote you back. Thank you

Hello Bloomer,

I also answered you via private message 🙂

Best Regards,

Gerrit

​@o2_Gerrit 

thankyou.

I wrote to you back

Hello ​@Bloomer,

thanks a lot, I did already answer you via private message, I would need the contract number.

Best Regards,

Gerrit

Hello ​@Bloomer,

could you already find a solution, if not you can still send the contract number.

Best Regards,

Gerrit

​@o2_Gerrit appreciate your patience.

I couldn’t find the contract (number)

Is there any other option to find the details of my contract?

Hello ​@Bloomer, you can find the contract number in your bank debit list as reference for our debits.

Best Regards,

Gerrit