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Leaving Germany. Need to cancel phone contract

josemu
Rang
I'm a student in Germany and I will be leaving in April so I would like to cancel my contract. Reading other forum posts I noticed that you need to cancel per post with

  1. a filled out cancellation form
  2. date you want the contract to end
  3. de-registration form from the German city you currently live in
  4. either a work contract from the other country or a rent contract.
My questions are: what happens if you don't have an employment contract or rent contract yet? What other option is there? For example as a student  what if you return to live with your family while you find a job. A one way flight ticket is proof enough?

If I start this process now but will be leaving in 4 months do I need to go de-register from the city now? I'm not sure you are allowed to de-register this early.

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Lösung von o2_Andrea 8 October 2018, 14:12

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43 Antworten

Sandroschubert
Rang

Where do I send this document? Can I send it by email?

No. See https://hilfe.o2online.de/english-o2-community-43/leaving-germany-need-to-cancel-phone-contract-221750?postid=1836450
@Erwähnungen sind ausser Betrieb. Bei wichtigen Fragen einfach PN senden.
o2_Michi
Hi Martin,

you can send it to:

Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg

or by fax to the following number: 01805 571 766

Best regards,
Michi
0
Rang
As I am outside Germany do I need a country code or an international fax number? Is it 0049 1805 571 766
A
Is it 0049 1805 571 766
Yes.

I‘m not sure if this special number is available from everywhere outside Germany.
0
Rang
Sorry, my bad, I meant the "Meldebescheinigung". 😞


In order to cancel the contract my colleagues need a notification of your new, foreign domicile or alternatively a confirmation of your employer or landlord (Meldebescheinigung). This is the document we are missing.

Best regards,
Michi



@o2_Michi

Then I will send a copy of my new contract for where I live. As I understand it, the contract is then ended with immediate effect. Is this your understanding?


Best wishes,
Martin
o2_Michi
Hi Martin,

the contract will end immediate but we will charge the basic fee for three month. You will find the form HERE (it says mobile contract, but it's also valid for DSL tariffs).

Best regards,
Michi
0
Rang
Hi @o2_Michi


With all due respect, I gave three months notice when I called into the shop in Alexanderplatz on 8 February 2019, gave them a copy of the notice I had given to my landlord and they faxed it to your headquarters. Therefore, I gave the notice required, I have returned the router, forwarded the deregistration note when it became available and I have left the country. I can forward you a copy of the email I forwarded to the o2 shop in Alexanderplatz if required.

This is is frankly ridiculous. I have done what I have asked, I have provided the information that you requested and I did give three months notice from 8 February. I expect that, in return, o2 would have the professional courtesy to cancel the account.
o2_Michi
Hi Martin,

I'm sorry but we cannot terminate the contract until we received all required documents. At the moment a notifying certificate is missing, thats why we aren't able to cancel the contract immediately.

Best regards,
Michi
0
Rang
@o2_Michi

Please look back over this correspondence. 3 months ago I was told I need to deregistration certificate. This was provided.

3 days ago I was told I need evidence of my new foreign domicile.

Today you send me a form that needs to be submitted.

The document you require keeps changing.

There is a total lack of clarity in this process. Is there any way that I can escalate this issue to a manager?
o2_Michi
Hi Martin,

@o2_Michi

Please look back over this correspondence. 3 months ago I was told I need to deregistration certificate. This was provided.

3 days ago I was told I need evidence of my new foreign domicile.

Today you send me a form that needs to be submitted.

The document you require keeps changing.

Yes, you're right. In order to terminate a contract within the contract terms we need a filled out form or at least the documents mentioned above. In our letters from march and may we never mentioned a confirmation of your employer or landlord, only the deregistration which you sent us on 5th of may. I already contacted the DSL team which is responsible for the early termination. If they end your contract immediately you will get an invoice with the three month fee. We can refund a part of the amount, the correct fee would be valid from 05/08/2019 (we got the deregistration) to 08/08/2019.

There is a total lack of clarity in this process. Is there any way that I can escalate this issue to a manager?


It's mandatory to send all required documents, but in the automated letter only the deregistration was stated. It's not your fault and in my opinion you don't have to pay till the regular end of the contract. You can escalate this issue to the following address, but they will probably answer, that the regular termination (11/28/2019) is correct because we didn't get the confirmation. I would suggest we use this channel and try to solve the issue, but it's up to you.

Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg
Fax: 01805 5717 66


Best regards,
Michi
0
Rang
Hi @o2_Michi


Thank you for the message.

Let’s proceed as you suggest then. Can you arrange that o2 invoice me asap for the remaining amount to 8 August? I will be visiting Berlin next week for three days and I would like to be able to close my bank account as I do not know when I will be back in Germany.


Martin
o2_Michi
Hi Martin,

it depends how fast my colleagues from the clearing team will handle my issue and if they just terminate the contract. I keep my fingers crossed. 😉

Best regards,
Michi
0
Rang
Ok, thank you. Please keep me informed. Do I still need to send that completed form?

Martin.
o2_Michi
Sure, I'll do. ☺️

Do I still need to send that completed form?


Only if the clearing team will insist of the confirmation. In this (worst) case we would need the confirmation and they will terminate the contract after we got this document. I hope that they'll just terminate the contract.
o2_Michi
Hi Martin,

I just want to inform you, that your issue hasn't been solved yet. I'll keep you informed, have a nice weekend. 🙂
o2_Jan
Hi @03xzxzxzxz8,

just a quick update: the termination of your contract has been confirmed for 9th July 2019.
You will now get one more invoice in August as the final bill, and that should be it.

Hope this helps,
best regards,
Jan.
Das digitale Wohnzimmer - Unser o2 Community-Treffpunkt -> https://g.o2.de/community-treffpunkt
O
Rang

Hello, my question is regarding cancellation of a new signed (on 22nd of February) contract with smartphone purchase. I want to cancel it because I was given two sim cards instead of one and I was told the second SIM card is a spare one. But later on, when I received my first invoice I figured out that I was sold 2 different  SIM card numbers with 2 different Tarrifs. The invoice amount was double of that I was told in the o2 shop. So now I want to cancel the second Tarif that  I was not aware of till received the invoice. Could you please inform me how to perceed with the procedure . 
Best regards 

 

A

Hello, my question is regarding cancellation of a new signed (on 22nd of February) contract with smartphone purchase. I want to cancel it because I was given two sim cards instead of one and I was told the second SIM card is a spare one. But later on, when I received my first invoice I figured out that I was sold 2 different  SIM card numbers with 2 different Tarrifs. The invoice amount was double of that I was told in the o2 shop. So now I want to cancel the second Tarif that  I was not aware of till received the invoice. Could you please inform me how to perceed with the procedure . 
Best regards 

Doppelt: https://hilfe.o2online.de/mobilfunk-vertrag-tarife-15/new-signed-contract-with-mobile-phone-525704

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