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Cancelling my contract after leaving Germany?

kurtush
Rang
Sorry this isn't written in German...

I left the country at the end of March to return home to Canada. In mid-March I sent a letter advising Telefonica/O2 that I had left the country and would like to cancel my contract. I provided my a copy of my city de-registration and my flight ticket. I have not heard any response to date and I am continued to be billed to a bank account that is closed.

Any help or recommendations on how to resolve this is greatly appreciated.

Best Regards,

Kurtus

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Lösung von o2_Jessica 6 May 2017, 09:38

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11 Antworten

o2_Jessica
Benutzerebene 7
Hi @kurtush,

to prevent from more problems (which is already happening because you do not pay the bills; you have to pay them until everything is done! When the money can't be charged of your bank account you have to transfer the money by yourself. You're already locked, and if you wait more and more you' be going to debt collection and get problems here. I can change the bank details from debiting, to remittance, so that you get the next invoices and those you have to transfer by yourself. But also now- transfer the money as soon as you can to prevent from further problems!) you also have to hand in the right documents.

Almost everything is missing, and the company doesn't accept flight tickets as a proof.

So, here you find the needed official letter to apply for such an extraordinary dismissal because of moving abroad:

https://static2.o9.de/blob/12985654/v=1/Binary/contract-cancellation-moving-abroad-download.pdf 

This one you have to fill out and hand in as well the documents that are mentioned on the first page of it:

- a deregistration certificate of your present place of residence
- a notification of your new, foreign domicile  
    alternatively a confirmation of your employer or landlord
- we need now is your approval for us to charge you the all-inclusive basic fee for 3 months.

You can send it all via Fax or Post to the company, and when everything reached the company completely it still takes some time to work on that.

Kind regards,

Jessica

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
kurtush
Rang
Hi Jessica,

I have sent all of that information and I was never told I needed the proof of new residence. I have no issue paying the fee to cancel but from the day originally wanted to cancel from (the original forms..). 

Please have my billing set to manual invoice so I can pay the 3 month cancellation. Its ridiculous that I can talk to several O2 service people and yet no one can give me a straight answer. They just try to extend things longer and longer and keep taking my money. No one has given me the correct information until you messaged me. I will not be punished for your colleagues incompetence.

I will resend the form and you'll receive the exact same information I sent originally plus proof that I'm a Canadian living in Canada... I will gladly pay the fee to be finally rid of this mess and O2. I appreciate your help but it would be wonderful if so many of your colleagues weren't rude and incompetent. 

Regards,

Kurtus

o2_Jessica
Benutzerebene 7
Hi Kurtus,

we can also do it like this- when you have all the documents together, you can also send them to me in a private message in this community. As soon as I have it then, I'll proceed the cancellation, put all the forms to your account, and care for everything else. Would you like to do it like that?

I'll stay in contact with you then and inform you about everything.

Just keep in mind- do not transfer just by yourself without an invoice the money of three months. That would lead to more chaos than we have now. First of all we need the documents, and care for that cancellation, and after that you get a final invoice. First of all you need to transfer the money now of your last invoice! After that I can change the bank details (the billing set to manual; right now I can't 'cause you're locked now because of late payment) so that the coming invoices you can transfer by yourself.

Kind regards,

Jessica

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
kurtush
Rang
Hello Jessica,

You see, this is the whole reason I'm frustrated. I will not pay the current invoice because that time frame April-July should be covered in the 3 month cancellation fee corresponding to my original cancellation notice that included everything required as told to me by your apparently incompetent service colleague. I'm not going to just start throwing money at O2.

I have sent all the documentation via registered mail (I will know how long it takes between its arrival and when your customer service team finally decides to process it). It would be great if you could talk to someone and get my account unlocked so that I can be billed for the cancellation fee and be rid of this O2 mess. As I've stated many times, I will not give O2 my banking information and the ability to just drain my bank account as you see fit. You have access to my email address - send me an invoice for the 3 month cancellation fee and I will gladly transfer the money and then we can all be finished with this nonsense.

Again, thank you for your assistance.

Regards,

Kurtus

kurtush
Rang
I have however noticed that my contract has been set up to cancel at the end of December 2017. Alternative to my other response, if you were to set up my contract to cancel at the end of July 2017, with the written assurance of no additional fees, I would gladly pay my current invoice and the invoices up to the end of July 2017.

Regards,

Kurtus

o2_Jessica
Benutzerebene 7
Hi kurtush,

I can't and I won't tell you anything else than I did.

The phone calls get recorded for education of the employee. But therefore only few really get used, and after short time they get deleted.

You can write your concern in a letter to the company.

I told you about everything, more I can not do now. I'm just a customer support staff member.

Kind regards,

Jessica

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
my4866036fk
Rang
Hi,

I can only get my de-registration letter (to say I'm leaving Germany) 1 week before leaving, yet O2 charges me 3 additional months of internet. What a rip-off! What's the reason anyway?

And why does O2 need proof of my new residence or of my new employer?? I want to unsubscribe because I'm leaving Germany, and the proof is my letter of de-registration. The level of bureaucratic nonsense and abuse in Germany never ceases to amaze me.

o2_Nicolas
Hi @my4866036fk,

you signed a 2- year contract with us, which is being cancelled early out of good-will and against standard rules- and regulations. However, as even a 2-year contract has to be cancelled at least 3 months beforehand, the same rules apply here.

As far as the information we require regarding your new place of residence or employ goes, we are asking for these in case we need to contact you at a later time. As such, you can choose to either give us your place of residence or your place of employ, should you not yet know where you will live exactly.

Kind regards,

Nicolas

A
Rang
Hi @o2_Jessica
I have exactly the same problem, I would like to contact you directly in order to solve my problem.
Thanks in advance
A
Rang
I am looking someone to help me in unsubscribing from O2 because I have moved away from Germany.
I have moved 1 year ago, the abmeldung I got is from 01.03.2018. I have sent cancellation by fax in May as far as I remember. I was receiving nothing from O2, suddenly my parents received letter in my home country - Azerbaijan saying that O2 is looking for you!
I would like to speak to someone in order to solve my case as there is no Customer Services in O2 in order to contact and speak :(
Thanks in advance
o2_Jan
Hi @altay13,

I have replied to your question in the other thread you opened.
In order to minimize any confusion regarding the discussions going on, I'll close this thread.

Best regards,
Jan.
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