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Support in English? | Contract termination due to leaving Germany


Benutzerebene 2
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Hello,



this September I will be permanently moving out from Germany and would please need to have my mobile contract (Blue All-in L) terminated. I will want to keep the line active and working until October 1st.



Could you please explain on how to proceed, and send me over email any forms I may need to complete and send back? I will of course be able to attach my Abmeldung as a proof.



Thanks in advance for your support.



Best,

Francesco


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Lösung von o2_Jessica 23 August 2016, 16:13

Hello Fra,



welcome to our community! ☺️



We also have a part where you get support in English, and where you also find helpful FAQ's in English (https://).



I'm going to shift your thread to that part of the forum ().



For cancelling/ deactivating the contract because of moving to another country you have to fill out a special form (I'm going to send that to your e-mail address) and hand in the deregistration of your city, the registration of your new city, and the letter of agreement that the company has the permission to charge 3 monthly fees as a replacement.



Please keep in mind that I can not confirm that all this is going to be done by the 1st of October.



Please check your mails first to see if you have received the mail! ☺️



Kind regards,



Jessica



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184 Antworten

Benutzerebene 7
Hello Fra,

welcome to our community! ☺️

We also have a part where you get support in English, and where you also find helpful FAQ's in English (https://).

I'm going to shift your thread to that part of the forum ().

For cancelling/ deactivating the contract because of moving to another country you have to fill out a special form (I'm going to send that to your e-mail address) and hand in the deregistration of your city, the registration of your new city, and the letter of agreement that the company has the permission to charge 3 monthly fees as a replacement.

Please keep in mind that I can not confirm that all this is going to be done by the 1st of October.

Please check your mails first to see if you have received the mail! ☺️

Kind regards,

Jessica

Benutzerebene 2
Dear Jessica,

thank you for your support and sending out the forms.

Best,

Francesco

Hi Jessica!

I also require the same form as Francesco in order to cancel. I'm happy to pay 3 months to cancel the contract and I am moving to the USA soon so I can provide the documents needed (deregistration form..etc). Could you send me the form as well?

Thank you!

-Natalie

Dear Jessica, same here! I would be leaving Germany at the end of August (next week). Could you please send me the additional form that I have to fill out?

Thanks!

JD.

Dear Jessica, same here! I would be leaving Germany at the end of August (next week). Could you please send me the additional form that I have to fill out?

Thanks!

JD.

Benutzerebene 2
Hello Jessica,

I have just faxed the requested documents at the number provided. Could you please give me confirmation that you got them, and please also that you will be terminating my service on October 2, 2016 (please NOT before!).

Thank you.

Kind regards,

Francesco

Benutzerebene 7
Hello @ntljk‌ and @jdso‌,

I've now sent you the needed forms with all the information that you need to your e-mail addresses! ☺️

Hi https:///people/Fra,

I can not confirm you at what date your contract will be terminated.

It is not my department.

The cancellation is still in process.

Kind regards,

Jessica

Benutzerebene 2
Hi @o2_Jessica

can you please have an English speaking operator that is competent on that matter calling or emailing me back asap? I would please need to clearly know on the process status...

Thank you.

Kind regards,

Francesco

Hi o2_Jessica,

thanks for replying like 20 days after I wrote!!!!! NONETHELESS, the issue is no longer that I don't have the forms the issue is that I already sent the termination form I received by email almost TWO WEEKS AGO and still no reply from O2. Did you get my signed termination form together with my German town de-registration and my new apartment contract in Ecuador? I sent it via Einschreiben Post asking for my contract to end on September 15 2016 but I still have not received any confirmation. And today is 15 of September. What is going on please? Did you received it? Is my contract terminated as requested? Something?

Thanks,
JD.

Benutzerebene 7
Hi https:///people/Fra,

I can not transfer you.

You can ask next week here, than I can have a look at it again.

Hello @jdso‌,

well, thank you for your kind words. You're welcome.

The cancellation is still in progress.

Kind regards,

Jessica

Benutzerebene 2
Hi @o2_Jessica

what is so complicated?! I have sent the documents as requested almost a month ago, and I do not even know if you got them and what's the process status...



Thanks


Hi,



I have the same problem! Recently, I moved to Italy from Frankfurt, Germany because of my job here. I was trying to cancel my O2 contract and submitted all required documents in which I included a hand written letter and the abmeldung from Frankfurt but i have not received any news yet. Can you tell me why no one has contacted me and how long it take to proceed?



Regards

Amantia

To the O2 Customer Service,

I left Germany on August. I have completed the Abmeldung process and I have obtained the Abmeldebestätigung.

I also have the document from my Landlord which states that I left his property.

I need to terminate my contract with O2 as soon as possible.

Kind regards,



Filippo

Hi o2_Jessica,

passive aggressivness is not what I look for in O2 Customer Support or ANY customer support service. Nonetheless, what do you mean?!

1) Did o2 receive my documents?
2) Cancellation in progess?! So, it means that o2 receive my documents? If that is true why I have not receive any email, SMS or anything else as stated I would?
3) Why (and how) can a cancellation be in progress?! o2 should just cancel my contract, I have fulfilled my obligations as customer! Why in progress?! Just cancel my contract! This week is a month since I sent the documents!

!
JD.

Benutzerebene 2
Hi @o2_Jessica,

can you please let me know TODAY? It's been a month I sent all of the requested documents, and the requested de-activation date was for October 2...

Thanks,

Francesco

Dear Jessica,



same here!



Could you please send me the additional form that I have to fill out?



best regards


Hi https:///people/o2_Jessica,

       I have sent the requested  termination documents forwarded by you to O2 in June 2016, and I have returned to Malaysia 2 and half months ago. But I have not receive the final statement from O2 yet and O2 is still charging my bill monthly. May I know how should I deal with this case? Thank you very much.

Benutzerebene 2
@o2_Jessica

Can you and/or someone from o2 please let me know?! Still no news at all, and I see the mobile number is still working (and I had asked for it to be terminated on October 2, which was yesterday). It's been over a month!

Also, last Thursday I also went to your o2 filiale in München Marienplatz, and all they could tell me was to ask you. This is getting beyond ridicolous...!

Hi,

I have a problem but I have no idea why can't I post it here. The only place that I can post is Prepaid. Could you please check it? My problem is as follows:

I have terminated my O2 contract and got a confirmation email from O2 which said that all my connection will be deactivated until 05.10.2016. But now I can still use my phone as usual, i.e., connect to the internet. In addition, on my O2 online, it says that my contract start from 06.10.2016 and will end on 05.12.2016. I have terminated my contract and never renew any new contract. Why it happen? So strange. Could anyone give me an answer or help me? Many thanks!



Best,

Hong


Hi,

I came across a problem and I have no idea why can't I post a new discussion here. The only place that I can post is Prepaid. Could you please check it? My problem is as follows:

I have terminated my O2 contract and got a confirmation email from O2 which said that all my connection will be deactivated until 05.10.2016. But now I can still use my phone as usual, i.e., connect to the internet. In addition, on my O2 online, it says that my contract start from 06.10.2016 and will end on 05.12.2016. I have terminated my contract and never renew any new contract. Why it happen? So strange. Could anyone give me an answer or help me? Many thanks!



Best,

Hong

Solved. Thanks!

Benutzerebene 7
Hello https:///people/Fra,

I don't know why, and I really mean that I don't know why, it's still not completed.

Please send me a private message to our account @o2_Support‌ with your personal password (the 4 numbers), and we will manage that. We will definitely fix that problem. But please send me that message.

And, one information for everyone-

I'm not working full time in the customer service anymore. I go to the university, and work besides. But my main focus will be the English support from now on. Just that you know, that maybe my answers will take some time, I will care for it!

I will have a look at everyone else now as well. ☺️

Benutzerebene 7
Hello @Amantia31‌,

for you it's the same- please send us a private message to our account @o2_Support‌, with your personal password, and the concern, and we will fix that together.

That problem with the cancellations because of moving abroad has to stop. I'm really sorry for that.

@Filippo_1979‌,

for you it's the same. Please send us a private message to our account @o2_Support‌ with your password and your concern. I will answer in that message then.

@jdso,

for you it's also the same.

Please send us a private message with your personal password, and your concern to our user @o2_Support‌.

And I will care for it within the next days!

Hi @fm4679‌,

I have now sent you the needed form for cancelling the contract because of moving abroad! ☺️

Hi @ysthey‌,

the cancellation wasn't submitted, because there were documents missing. Do you have the deregistration form of your residence in Germany, as well as your registration paper of your new home town or, as an alternative, the confirmation of your new employer? If yes, just tell me and I will explain to you how you can send them to me so that we can fix everything.

@Honghong‌,

if there is still something I should check- just tell me!

Kind regards,

Jessica ☺️

Hi @o2_Jessica,

   I do have the deregistration confirmation letter from Landeshauptstadt Munchen Kreisverwaltungsreferat. I have return to my home country Malaysia and do not have an employment at the moment. I do have a Identity Card with my current address stated on it. Is that good enough? In my previous letter, I have attached deregistration proof from Landeshauptstadt Munchen Kreisverwaltungsreferat, a letter from my previous company to state that I am leaving Germany, why are they still not enough to be accepted? Please guide me on how to fix this. I am willing to provide the missing documents that you are looking for.

Best regards

Hi there again @o2_Jessica , I have sent my message to https:///people/o2_Support , how long should I wait? Since sending my Einschreiben Post (with filled out form to cancel my o2 contract, deregistration from Germany, and landlord letter from Ecuador) I have been waiting 1.5 months. Sure YOU are busy, but EVERYONE is busy. If o2 did not get my letter and the contract is not cancelled. Then the three months is more than December 2016. And guess what? Every new month that passes o2 steals (yes, that is the word now) money from the account. That account closes by december. More I should not be paying.

JD.