Hi.
I have a few DSL lines with you, and the line I’m referring to in this post is the one ending with 730.
This story is a bit long, but it’s important for me to describe everything that happened.
At the end of March 2021, I chatted with one of your representative and asked to extend my contract which was about to end. The contract I had was 29.99 EUR with a discount of 10 EUR, so in total I paid 19.99 EUR.
The representative said I can extend the contract for the same price for 2 more years. I asked a few times if the total price would stay the same, and he said it will.
To my surprise, at the end of April 2021, I received my new bill and it was 24.51 EUR, since the 10 EUR discount was not there.
I called your customer service line (on April 28th 2021) and a really nice guy helped me and said he will update the discount and I will see it in the next bill.
At the end of May 2021 I received my next invoice, and guess what? it was 29.99 EUR! again, the discount was not there.
I called the customer service line again (on June 11th) and (again) a nice girl helped me. I told her what happened, she checked and said that indeed that request from the end of April wasn’t “sent”. She promised me she will do it herself and make sure that the 10 EUR discount is updated in the system.
In my last invoice, I received at the end of June 2021, the discount is indeed there, but the invoice was for 27.41 EUR, since the discount started at the middle of the billing period. I assume the next invoice would be fine and would show 19.99 EUR.
In my last call with your agent, I asked her what’s gonna happen with all the invoices where I paid too much and are not my fault. She asked me to contact O2 again after the contract would be updated with the discount. So I’m doing this now through this forum.
I have 3 wrong invoices:
April - 24.51 EUR
May - 29.99 EUR
June - 27.41 EUR.
All these 3 invoices should have been 19.99 EUR, so the difference I overpaid is 21.94 EUR.
I would like to get a refund for the above amount (21.94 EUR) due to the mishandling of this issue on your side. My invoices should have been 19.99 EUR from the moment the contract was extended.
Thank you.
Guy.
