@Nealia 

What contract summaries did you receive via email? Everything is in there.

Hello @Nealia ,

if you look at your bill in your mein o2, it will show exactly what the bill that you’ve received is made up of and what you have to pay so and so much for. You should also find this information in the contract summaries that Bumer has already mentioned, were these vastly different? If you want you can also put a screenshot here, as long as you make sure to hide any personal information on them like your name or phone number.

Kind regards, Sven

As i said there are about 6-7 contracts for the same thing - internet. I was moving and lady from o2 said there won’t be any costs. On one of the contracts there is mentioned costs for the delivery - almost 10€. On another contract extra costs - 50€. Newest contract doesn’t mention any of those costs. Then they appeared on the bill - both of them. Which contract applies if i have so many of them? I got send one at least once a week and honestly i don’t know on which one should i look. All of them except 2 that were send in 1 day have different dates. All of them have -5€ mentioned that isnt on the bill. First bill that i received seemed to be right. The additional costs are on the second bill. 

All of the bills and Auftrag are such a mess and confusing that i do not understand. 

The first screenshot of bills shows old internet that i had and a number that should’ve been for 19.99€ a month with no extra costs. But there are almost 80€ in extra costs. 

Hello @Nealia,

I have checked your contracts and the invoices and didn’t find these additional six or seven contracts that you mentioned.

I also can't find any incorrect calculations in our invoices. All contract information was always sent to you by email in advance and was activated accordingly after your consent.

The landline connection was moved to your new address and since you subsequently objected to the contract extension by 24 months, you were charged the usual moving fee of EUR 49,99.

Please also note that the landline connection is listed twice on the invoice dated February 7, 2024 because the respective period was calculated proportionately for the old and new address. This did not result in any additional costs.

The shipping costs of EUR 9,99 for the new router were also listed in the order confirmation and unfortunately they cannot be waived.

The two mobile phone contracts have already been terminated in the meantime. The connection fee of EUR 39,99 has already been credited by our customer service.

Would you mind explaining again exactly which item on the invoice you would like to object to?

Best regards

Giulia

I objected to the extension because it‘s ridiculous! When i called to inform about the moving nothing like this was mentioned! I wanted dsl but apparently it wasn’t available so i was forced to get cabel. No addictional costs, no additional time on the contract. What o2 does is not legal! If no one informs the client about all of the costs and gives all of the information how can o2 then charge so much for everything that they want to? I had problems with switching the internet, then I didnt receive the router in time because someone forgot about it!!!! Did o2 paid for those days that i couldn’t use the router because of THEIR mistake? They said they would!! I received nothing. Nice way to treat the clients. What is the law on this? Charging addiction prices for things no one informed me about. I didnt sign anything that said : with addictional price of 9.99 for delivery and connection price! I specifically asked about everything. So please tell me what your lawyer says about this situation and exactly how legal everything is? Because i will look into this. It‘s extremely unfair. 

Also please correct me if i‘m wrong but according to the Bundesnetzagentur : 

1. If your provider unilaterally changes your contract, you can now usually terminate the contract without observing a notice period and at no cost. You can cancel within three months after the provider has informed you of the planned change to the contract. However, the contract is terminated at the earliest from the time when the contract amendment also becomes effective.

I wasn’t informed that o2 will be adding 24 more month to my contract. When i called confused lady said that i just need to wait - it will be corrected. She didnt mention the increase in any costs. If you dont believe me i‘m sure o2 records the conversations because they ask for permission. 
 

2. 

• Before you conclude a telephone or Internet contract, the provider must provide you with a clear and easy-to-understand contract summary with the most important contract conditions.

Over the phone everyone said there is NO additional costs. Summary send over email said NO addictions costs. On what basis am i charged? 
 

3. 

• Consumers have a legal right to an immediate and free removal of the disturbance if a telephone, Internet connection, mobile phone reception, television or radio connection is disturbed.

• The amount of compensation is regulated by law:

  on the 3rd and 4th Day: 5 euros or alternatively 10 percent of the contractually agreed monthly fee, if this amount is higher than 5 euros,

  from the 5th Day or per missed appointment: 10 euros or alternatively 20 percent of the contractually agreed monthly fee if this amount is higher than 10 euros.

as i mentioned o2 FAILED to send me a router because someone forgot so i‘m entitled to compensation for the days that i couldn’t use internet because of your mistake. 
 

I will say it again : o2 records the conversations so if someone doesn’t believe me please review them. 

Hey @Nealia,

Thanks for your patience. I understand that this topic is very emotional for you, but we will try to help you as best we can.
Of course we abide by the law.  A few more days have gone by now. Could you tell me which points are currently still open? My colleague has already explained a few things to you. What questions are still open?

Greetings,
Flo

It’s emotional because all o2 employees do is lie. All questions above are still not answered. 

Hello @Nealia,

If there was an internet outage due to our fault, you can submit a claim for compensation here: Antrag auf Entschädigung in accordance with the Bundesnetzagentur.

I regret that we cannot issue a credit for the moving fees beyond this. You were informed about the costs when you objected the contract duration both by telephone on February 2nd, 2024 and in writing in our letter dated February 7th, 2024.

The term of your contract has been reset to the original date, August 26, 2024.

Best regards

Giulia