Hi @Camarasaurus ,

thanks for your patience! I do have a bit of a different opinion on the matter, let me explain that:

The shop sent a request to change your contract to the Flex-variant, our Shop-department took on that matter and set things up.

Following that, the mentioned “Tarifwechselgebühr” was charged, as well as the “Gebühr für Wiederaufbuchung der Sonderkonditionen”.

Since the contract was supposed to be a flex variant from the beginning (that’s how I read it), the “Tarifwechselgebühr” seems incorrect to me.

The “Gebühr für Wiederaufbuchung der Sonderkonditionen” is a bit of a strange Name for what it actually is: This item reprensents the combined costs of the “Anschlusspreis Internet & Festnetz” and the “Anschlusspreis Option o2 HomeSpot”.

Flex-Variants variants do get charged for those, while the 24-month variant benefited from a discount. Since the contract was meant to be the Flex-Variant from the start, the services charges were reinstated. The discount you’ve mentioned carried over from the 24-month variant, those items stay on the contract for 1 Month (you can see it being used in the first bill). This discount, however, did not apply to the reinstated activation fees, since those were combined into one (as I mentioned above), 

While I don’t like to disagree with my co-workers, in this case I have to. The “Tarifwechselgebühr” is in fact not correct, which is why I’ve requested a refund for that. 

Please let us know your opion on that. I hope, that this explains it a bit more. If you have further questions, please let us know here.

Best regards,
Kurt

Hi @o2_Kurt ,

Thank you for taking the time to reply and explain everything to us. It was really helpful, and we understand it a lot better now.

Thank you for also requesting the refund already. My understanding of what will happen now is we’ll get a refund of €100 for the “Tarifwechselgebühr”, and we’ll still be paying the roughly €120 for the “Gebühr für Wiederaufbuchung der Sonderkonditionen”. Is that correct, and do you know how long the refund will take to process?

Thanks again for your help,

Camarasaurus

Hi @Camarasaurus ,

That is correct. It can take a little while, because it needs to be approved. I’d count on early next week 

You’re very welcome! 

Best regards,
Kurt

That’s great, thank you so much! Have a lovely rest of the week.

Best,

Camarasaurus

Hi @Camarasaurus ,

the refund went through and has been already used for the last billing cyvle. The next bill will show all transactions in Details.

Please let us know here, if there are any questions left 

Best regards,
Kurt