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The contact was cancelled, but the money is withdrawn

F
Rang

Good afternoon.

In November, I called up your support and left a request for termination of the contract. The young man asked for my details and confirmed that he created such a request. Then I went to my personal account and saw that yes, indeed, on December 22 (or so) the contract will be canceled. Today I receive a letter that in the near future I will again be charged money for January. What???? I go to my personal account and see that the contract is valid again, while some sections such as cancel the contract do not work. Please tell me how to understand this? On what basis did you renew the contract and want to withdraw money again? Please reinstate the cancellation and revoke the last invoice.

12 Antworten

schluej
Rang

When do the contract start, that U want to cancel?

U can find the information in Mein O2

 

Live long and prosper 🖖
F
Rang

the contract was activated on 22 October. for the next three weeks I had a misunderstanding with the o2 and decided to break it up over the phone. the call was accepted and the young man issued a termination in a month according to the contract.

I checked in my personal account and it was really so, the date of completion of the contract was December 22. As a result, now this information is not available in the personal account, and when you try to click on the termination of the contract, the site shows an error (from which I conclude that an error occurred on the o2 side and the contract was not fully completed).

The terms of the contract allow for a month's notice of termination, which I took advantage of. I ask you to permanently cancel the contract and DO NOT withdraw money for the period after December 22, which was previously set as final by you.

Kindly ask to help

bs0
Rang
Benutzerebene 7
Abzeichen +7

You realise though that you still need to pay for the period up to December 22nd? The invoice and payment will logically be after this date. Is the invoice you received really for January?

Just to be sure: You had a Flex contract with no minimum term?

Please be aware that you are communicating with other customers here. 

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
F
Rang

yes. thats the problem. contract

was marked canceled as of Dec 22 (I checked this) and now I'm getting a bill for the new period.

F
Rang

and yes my contract is flexible

F
Rang

can I please get a feeedback?

o2_Giulia

Hello @funpepper,

due to the change of provider, we were obliged to keep the connection running until the start of the contract with your new provider. Therefore, a few days in January were charged.

Otherwise you would have been without landline/internet for some time. In fact, corresponding information is normally provided on this. Did your new provider contact you about this?

Please let us know if you have any further questions.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
F
Rang

Hello.

Thanks for the anwer.

New connection was established at 12/01. You are trying to charge me for the whole period. Can I please ask for the recalculation?

F
Rang

and one more question - why the mark that agreement cancelled disappeared from my account page? 

how can I get any proofs that I actually cancelled it and you accepted?

bs0
Rang
Benutzerebene 7
Abzeichen +7

 

how can I get any proofs that I actually cancelled it and you accepted?

You can’t. You need to prove that you terminated the contract, which is why it is always better to do this in writing and not by telephone. The information in the customer portal is not binding and the reason it is showing as not terminated any more is probably because the contract was extended due to the later number porting.

Have you looked at the invoice? The screenshot above is just the email notification. This should include details of when the contract is terminated and of course also what exactly you have been charged for. Is it really incorrect, i.e. charged beyond the date your number was ported?

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
F
Rang

Hello @funpepper,

due to the change of provider, we were obliged to keep the connection running until the start of the contract with your new provider. Therefore, a few days in January were charged.

Otherwise you would have been without landline/internet for some time. In fact, corresponding information is normally provided on this. Did your new provider contact you about this?

Please let us know if you have any further questions.

Best regards

Giulia

 

Dear Giulia, please return to the topic and help me.

Chronology.

Mid-November - I called o2 and the operator filed a termination request for me. I checked in my personal account - found notification that the contract will be terminated on December 22.

A few days ago, I received an email from o2 stating what will happen soon for the period from December 23rd to January 22nd. (picture attached up it this topic)

In addition, the note that the contract will be terminated on December 22 has disappeared from my account page, and when I try to click on rehnung or Kündigung vormerken, the site has been giving a technical error for three days already.

I conclude that the contract is still terminated, but somehow not completely.

I ask you to look into this issue. Yesterday I was in the o2 physical salon but did not receive any support at all - the employee simply told me that he could not see or do anything.

I sincerely ask you to help with the problem of the final closing of the contract and the cessation of debiting money.

whatever you personally - I came from another country outside of europe and never expected that this could happen in Germany. It seemed to me that a call and confirmation on the personal page is enough to be calm, but it turns out that the o2 can cancel his actions retroactively, and always not in the direction of the customer's benefit.

thanks in advance 

o2_Giulia

Hello @funpepper,

your contract is cancelled since January 19th as this changeover date has been agreed with your new provider. The request to take over our DSL line from your new provider only reached us after your cancellation, so the cancellation date had to be postponed. I will have a confirmation sent to you by letter.

Please let us know if you have further questions.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3

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