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Unable to cancel our Flex contract

L
Rang
Benutzerebene 1

Good evening,

We currently have a HomeSpot Flex contract with O2, and recently tried to cancel it, with the one month delay stipulated in a Flex contract. However, we were told this was not possible, as our contract still has 16 or so months left. As we have a Flex contract, we found this surprising, as did your colleague who we spoke to on the phone.

We think the reason for this is that we had a longer contract than was then changed into a Flex contract by the O2 shop we signed the contract in. (For some background, I’ve linked our previous post on this topic below.)

We did this based on the options presented to us in the shop, and paid a large fee in order to do so, even though we were not warned about the fee. Now that we are trying to cancel our contract with the one month notice that Flex contracts have, we are being told that this isn’t possible. One of your colleagues on the phone told us that the shop essentially just changed the name of the contract, without changing the conditions. So, in effect, we were charged a fee to change contract, and the result is that we are now paying more per month, without any of the benefits of a Flex contract. We are more than a little shocked that this was suggested to us, or that we were allowed to do it.

All we would like to do is cancel our contract, with the 1 month notice that a Flex contract stipulates. We will not go back to the shop, because we have been several times, and feel like we have been misled each time. Would you be able to help us? We’re happy to provide any other details, should you need them. Many thanks.

 

 

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Lösung von o2_Manuela 16 August 2022, 09:48

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16 Antworten

o2_Manuela

Hello @Lessemsaurus , 

welcome to our community! 😊

That sounds really strange, I am very sorry for this inconvenience!

Be sure that we will get everything on the right way with your tariff.

Before I can look in the system I need some data from you.

Let us switch to private message for that. You will get a message from o2_Support shortly.

P.S: @Camarasaurus is also your account? It would be grate if everyone in our community only has one account. You can read more about this in our Netiquette.

Which account do you prefer to use ? 

 

Best regards, 

Manuela

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
L
Rang
Benutzerebene 1

Dear Manuela,

 

Thank you for your quick reply, and for sorting this out for us! I’ve received your private message, and will reply to it now.

Apologies as well for the two accounts, which I had meant to mention in my post. Ideally we’d have used the original one, but weren’t able to log in to it. Instead, the website only offered us the possibility to create a new one, so we did so. It’s probably best if we stick to Lessemsaurus. Sorry again!

 

Best wishes,
Lessemsaurus

o2_Manuela

Hello @Lessemsaurus , 

thank you for your reply and your private message! 😊

I informed the department about our case and I am sure they will fix the contract term shortly.

When it is fixed, you will get a new confirmation of termination with the correct date.

Did you try to reset the password of your current account?

Normally it should be possible to login that account.

Would you want to try that first, before I delete the account Camarasaurus?

 

Best regards, 

Manuela

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
L
Rang
Benutzerebene 1

Dear Manuela,

Thank you for your help! That’s great news. In that case we’ll wait for the confirmation.

I think you can safely delete Camarasaurus. When we try to log in, the website asks for our MyO2 login, and then takes us straight to Lessemsaurus, without the possibility of logging into a different account. (I wonder if the complication is that our Rufnummer has changed?)

Best wishes,

Lessemsaurus

 

o2_Manuela

Hello @Lessemsaurus , 

if the number has changed, you need to registrate your new number, that is correct.

I will then delete the account @Camarasaurus .

Thank you very much and feel free to write again, when the correct confirmation of cancellation arrived. 😊

 

Best regards, 

Manuela

 

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
L
Rang
Benutzerebene 1

Dear Manuela,

I just wanted to check in as it’s been a couple of weeks, and we haven’t received a confirmation from the department for a new cancellation date yet. Do you know how long it’s likely to be until we do?

Best wishes,

Lessemsaurus

 

o2_Manuela

Hello @Lessemsaurus , 

don´t worry, the responsible colleagues are working on the cancellation. 😊

At the moment I can only ask for your patience. 

Be sure that the cancellation will be implemented correctly, I am sorry that it takes so much time.

The department also has to coordinate with other departments, so it can take a while sometimes. 

Thank you for your patience! 

P.S: You will also get a private message from o2_Support shortly. 

 

Best regards, 

Manuela

 

 

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
L
Rang
Benutzerebene 1

Dear Manuela,

That’s great, thank you for taking the time to let us know! In that case we’ll hold on a little while longer.

Thanks again,
Lessemsaurus

o2_Manuela

Hello @Lessemsaurus , 

you´re welcome! 💐

 

Best regards, 

Manuela

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
o2_Manuela

Hello @Lessemsaurus , 

i need some further information for the correct deactivation of your contract. 

  • to which date do you wanted to end your contract ?
  • Do you need your existing numbers after the cancellation?

 

Thank you very much!

 

Best regards 

Manuela

 

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
L
Rang
Benutzerebene 1

Hello Manuela,

Ideally, we’d like to cancel the contract as soon as possible. My understanding is that we’re entitled to cancel it with 30 days notice before the end of a billing period. If that’s correct, and we take it from when we contacted you here, then that would make the 4th August 2022 the final date (if we take it from when I rang O2 to cancel, which was the beginning of June, then that would be the same date I believe).

We won’t need to keep our exisiting number.

Thank you for taking care of this for us!

Best wishes,

Lessemsaurus

o2_Manuela

Hello @Lessemsaurus , 

exactly, Flex-contracts have a deactivation period of 1 month ( 30 days).

You contacted us first on the 8.06 , so I will end the contract for the 08.07 and will give you a refund for the days that were charged after that date. 

Because of our database migration I will start with everything tomorrow. 😊

Do you have further questions?

 

Best regards, 

Manuela

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
L
Rang
Benutzerebene 1

Dear Manuela,

That’s amazing news, thank you so much! Both times that we’ve come to the forum you’ve been able to clarify and resolve our issue fully, so thank you. We did have a couple of questions:

  1. Our bill from the 10.08, for after our cancellation date, is still outstanding. Is it easiest if we pay you and then get refunded, or if we leave it unpaid for now?
  2. How will we receive our Kündigungsbestätigung?

Best wishes,

Lessemsaurus

o2_Manuela

Hello @Lessemsaurus , 

you´re very welcome! Thank you for your kind words! 😊

  1. It is best if you pay the bill. I will make a refund, that will be offset with your last bill.
  2. The confirmation of cancellation will arrive via E-Mail in circa 14 days

I will end your contract to tomorrow, 17.08.22 because I cannot take a date that is in the past.

I made a refund from the 08.07.22 until the 17.08.22 , so the last coming bill will be charged with your credit.

Do you have further questions?

Let me know. 😊

 

Best regards, 

Manuela

 

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
L
Rang
Benutzerebene 1

Dear Manuela,

No more questions, I think. Thank you again! We’ll pay the outstanding bill, and wait for the confirmation of cancellation.

Best wishes,

Lessemsaurus

o2_Manuela

Hello @Lessemsaurus , 

you´re welcome! 😊

if you have further questions in the future, just ask here. 

I am happy to help you.😊

 

Best wishes to you too, 

Manuela

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)

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