Need to discuss my mobile bill with English or Polish speaking consultant. What number should I call?
English speaking consultant?
Benutzerebene 4
- Team
- 946 Antworten
-
9 March 2018
Hello @jackcoo
Welcome to our community!
You can share your matter here in the forum. How can we help you?
best regards,
Andre
Jetzt endlos surfen mit dem o2 Free! | Lesenswerte Tipps, Apps und mehr | Teste neue Smartphones
Welcome to our community!
You can share your matter here in the forum. How can we help you?
best regards,
Andre
Jetzt endlos surfen mit dem o2 Free! | Lesenswerte Tipps, Apps und mehr | Teste neue Smartphones
Benutzerebene 1
Hello Andre,
o2 has charged me, apparently by mistake, for the use of voice mailbox, which I have never turned on or ever used (I actually didn’t even know that I have such service). I have written a complaint in Oct. 2017. In Nov. 2017 o2 consultant informed me that it will be sorted out and the charges will be refunded. So far nothing happened (four months later).
Another problem - in Jan. I have been charged 31 € for unknown thing. In the next invoice I saw that this charge was cancelled, but this money have never been refunded.
For today o2 owes me over 76€ and there is no sign that I and going to be refunded.
But any time I owe anything to o2 they charge me immediately and are very happy to fine me if I am late. Why it works like that?
there is no phone or email where I solve this problem. And my written complaints are being left without any response.
how to solve this problem?
my best
Jack
o2 has charged me, apparently by mistake, for the use of voice mailbox, which I have never turned on or ever used (I actually didn’t even know that I have such service). I have written a complaint in Oct. 2017. In Nov. 2017 o2 consultant informed me that it will be sorted out and the charges will be refunded. So far nothing happened (four months later).
Another problem - in Jan. I have been charged 31 € for unknown thing. In the next invoice I saw that this charge was cancelled, but this money have never been refunded.
For today o2 owes me over 76€ and there is no sign that I and going to be refunded.
But any time I owe anything to o2 they charge me immediately and are very happy to fine me if I am late. Why it works like that?
there is no phone or email where I solve this problem. And my written complaints are being left without any response.
how to solve this problem?
my best
Jack
Benutzerebene 7
- Team
- 14880 Antworten
-
28 March 2018
Hello @Jackoo ,
in your data there is no note of anything that you should get the amount of voice mail charges back.
And I also can not confirm that for you, because it is a normally included service.
To which countries have you been traveling to?
The costs for the mailbox you can find in the o2 postpaid price list: Click here.
You can choose from two options to avoid double roaming charges:
To your other problem:
in January your invoice was ~19€, and not 31€.
In March your invoice was ~31 € now, because last month o2 tried to charge the amount of February, but that was canceled. So that amount of February is still open, plus the amount of this month.
Kind regards,
Jessica
in your data there is no note of anything that you should get the amount of voice mail charges back.
And I also can not confirm that for you, because it is a normally included service.
To which countries have you been traveling to?
The costs for the mailbox you can find in the o2 postpaid price list: Click here.
You can choose from two options to avoid double roaming charges:
- Deactivate all call diversions to your voicemail before travelling. You can do that by entering #002# (send) or by contacting our customer services.
- You activate «immediate call forwarding» in your device settings. Please note that costs may occur even if you have a flat rate.
To your other problem:
in January your invoice was ~19€, and not 31€.
In March your invoice was ~31 € now, because last month o2 tried to charge the amount of February, but that was canceled. So that amount of February is still open, plus the amount of this month.
Kind regards,
Jessica
Benutzerebene 1
Dear Jessica,
Thank you very much for your response. It looks that I need to clarify two matters:
1. Regarding voicemailbox charges - I have never set voicemailbox, I never used it, I never knew that I had it set. Therefore my surprise when I was totally charged over 45 EUR during my trips to West Balkans last year. I have sent my complaint to o2 in the Oct. 2017. In the Nov. 2017, I had a phone conversation with your hotline consultant, who assured me that o2 received my complaint and I should receive response quite soon. If not, I should call them again and I will definitely receive the refund for those charges.
So far I haven't received any refund or even a response to my complaint. Therefore my another try to contact o2 by the o2 Help.
2. Regarding the invoice from Jan. 2018 - I have a second contract with o2 (kundennummer 6043362503) and on Jan. 2018 I have been charged some 31.57 EUR which was supposed to be refunded to me. I have placed my complaint at the o2 shop in SIgmaringen, but so far there was no response and no refund .....
It is a pity that you are so quick to charge your customer with the fees for the late payments or so, but when there is something where you should make a refund, it takes months to resolve such problem.
Any chance my correspondence with you will help?
Kind Regards
Jack
Thank you very much for your response. It looks that I need to clarify two matters:
1. Regarding voicemailbox charges - I have never set voicemailbox, I never used it, I never knew that I had it set. Therefore my surprise when I was totally charged over 45 EUR during my trips to West Balkans last year. I have sent my complaint to o2 in the Oct. 2017. In the Nov. 2017, I had a phone conversation with your hotline consultant, who assured me that o2 received my complaint and I should receive response quite soon. If not, I should call them again and I will definitely receive the refund for those charges.
So far I haven't received any refund or even a response to my complaint. Therefore my another try to contact o2 by the o2 Help.
2. Regarding the invoice from Jan. 2018 - I have a second contract with o2 (kundennummer 6043362503) and on Jan. 2018 I have been charged some 31.57 EUR which was supposed to be refunded to me. I have placed my complaint at the o2 shop in SIgmaringen, but so far there was no response and no refund .....
It is a pity that you are so quick to charge your customer with the fees for the late payments or so, but when there is something where you should make a refund, it takes months to resolve such problem.
Any chance my correspondence with you will help?
Kind Regards
Jack
Benutzerebene 7
+7
- Profi
- 38765 Antworten
-
4 April 2018
1. The voicemail service is part of your contract. You do not have to activate it. Just not knowing it is there is unfortunately not grounds for a refund.
2. What was the reason for the refund of 31.75?
2. What was the reason for the refund of 31.75?
Benutzerebene 7
- Team
- 14880 Antworten
-
7 April 2018
Hello @Jackoo ,
regarding point 1 there is nothing left for me to say,@bs0 has already said everything now.
Regarding point 2 I can tell you the following:
As I see the other account number is a new contract which you made in an o2 Shop. And they charged for activating the contract (activation fee) which is normal when you make a contract in the shop. It can only get refunded, when it's mentioned in the contract which you have signed, that the fee should be dispensed.
Is it mentioned anywhere? If yes you can send us a proof of it.
If not you need to go to the shop and talk to them, because the contract partner (the o2 shop) is also your contact person in such cases. If you would have made it online or on the hotline it would be us.
Kind regards,
Jessica
regarding point 1 there is nothing left for me to say,
Regarding point 2 I can tell you the following:
As I see the other account number is a new contract which you made in an o2 Shop. And they charged for activating the contract (activation fee) which is normal when you make a contract in the shop. It can only get refunded, when it's mentioned in the contract which you have signed, that the fee should be dispensed.
Is it mentioned anywhere? If yes you can send us a proof of it.
If not you need to go to the shop and talk to them, because the contract partner (the o2 shop) is also your contact person in such cases. If you would have made it online or on the hotline it would be us.
Kind regards,
Jessica
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