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Is O2 serious?

G
Rang
It seems anything but serious.
I set a meeting with a technician, I plan my day for it, the date comes and the technician doesn't. It's the third time this happens.
I get a wrong bill, exceeding 75 Euro more than I owe to O2. I am forced to pay under the threat that if I don't, my line will be cut and after I pay I have to wait endlessly to get my refund, without any explanation.
I set the date when I move from my apartment to my the one and my line is cut before the actual date of switch. I moved on April 23 and my Technician meeting set on the same day was canceled and I don't know when it will be set. I was notified just one day before. My line was cut today on the 24, 3 days before I move. 3 days for which I will pay and no get the service.
My line was activated but my modem was sent to me 1 month later, without any explanation. No Wifi. 1 month that I had to pay without getting a service.
Is o2 serious? Because I can't believe it. It's the most irresponsible incompetent company that I have encountered in my entire life. I feel offended and embarrass. I would never suggest O2 to anybody.
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Lösung von o2_Andrea 17 May 2019, 16:21

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6 Antworten

o2_Andrea
Benutzerebene 7
Hello @Grabovarski ,

first of all, welcome to our forum. Nice that you have found the way to us. :-)

You were notified by sms that there was a delay in your order and a new activation date was set for 27.04.2019. We got the message from the Telekom technician on April 27th, that there was noone about. Please make a new technician appointment on our hotline. If you do not make a new appointment within the next 10 days, your order may not be activated at all. 😕
The sum of 79,59 Euro is for non-return of your old hardware. It seems the hardware has arrived in the meantime with us, but could not be edited. I have now opened a ticket for the relevant colleagues, so that the sum will be credited back to you. ☑️

Do you have any questions about using our community? Then take a look at Dein Einstieg in die Community. There you will find all the information you need to use!

Kind regards,
Andrea
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G
Rang
Thank you Andrea for your reply.
Unfortunately my opinion is reconfirmed, because you say that you now opened a ticket, but one month ago I was notified that a ticket was opened for my refund, in the O2 shop in Goettingen city center. So, someone said they did something that they didn't do!

Also, to cancel meetings is not right. It can happen once, but it cannot happen every time because what's the point of setting a meeting 25 days in advance. It means that I make plans after the date of the meeting and I was not in Goettingen to accept the new date or have access to this info.
I don't understand what "there was noone about" means. I always received a call before the technician came and this time I didn't, which means he never came.
I came back yesterday and saw O2 e-mails and messages that don't serve me for anything now.

I feel that I am paying for a service I don't receive. One month in December and one week now. I am sorry, but my opinion towards O2 is what it is and it's only due to the company's lack of responsibility.

But, thank you for your reply.
o2_Andrea
Benutzerebene 7
Dear @Grabovarski ,

I am sorry that your service experience has not been as successful with us as it should have been.
I again took a look and I can't find a record for an order for a credit balance on your account for the specified time.
Currently, the responsible colleagues already have the credit booked for you, but it has not yet been processed.

Kind regards,
Andrea
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G
Rang
As much as I would like to think positively, again I have two unknown problems:
  1. My refund has still not been made! O2 called me on 02.05.2019 to tell me that it was made, but I have checked my Bank account everyday and it hasn't been made. I am scared now because this is two much time and a lot of money that I am not getting.
  2. My last bill exceeds the normal payment and I don't understand why! I should be charged the normal monthly payment, bu I am charged double of it.
Can somebody please explain?
G
Rang
Oh, and my monthly payment has been changed from 19,99 to 29,99! Because I made a new contract and the sales representative at the shop specified to me that "nothing will change, payment will be the same". Well, it is not. So many mistakes.
o2_Andrea
Benutzerebene 7
Dear @Grabovarski ,

the amount of the credit balance booking was carried out on May 3rd. You can see it on your last bill. You won't get the sum directly on your bankaccount, but you can see it on your bill and the invoice amount will be deducted from this credit until it is used up. When the credit balance is depleted, the money will be debited from your account again.


Your DSL contract now costs about 29,99 Euro a month. For the first 12 months you'll get a discount of 10 Euro each month. This counts from May 13th on. The last bill contains the period of performance from April 13th to May 12th. So you can't see these new conditions in the last bill.

Kind regards,
Andrea
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