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Cancelled contract,still paying ??! (Help)

L
Rang

I canceled my DSL contract on February. I could not get any confirmation yet because apparently my changed address is still not registered in the O2 system even though I sent them that I move out of Germany and I no longer live in the apartment I got the wifi for. But hotline service confirmed that my contact is cancelled and I paid everything and paid the fees for evething. But this month I am still paying for a service that is normally cancelled. 

I would like someone how can help me to contact me so I can arrange this situation and refund me for the  extra month that I pay.

Thanks for the help.

I am really frustrated. I cannot manage to pay for these extra fees anymore as a foreign student. 

16 Antworten

B
Rang
Benutzerebene 7
Abzeichen +1

Is it a Flex contract without a minimum contract period with a 4-week notice period to the end of the month or have you concluded a fixed-term contract?

Please note that o2 DSL contracts are always charged retroactively and the agreed contract term and notice period are taken into account when terminating the contract.

Moving out of the flat does not automatically release you from the payment obligation resulting from the contract concluded with o2.

For a term contract see also:

 

o2_Matze

Hi @lalala123.4 

Welcome to our o2 Community.

Blablup told you already everything you need to know, and gave you a lot of infos regards our cancellation procedere (thanks for the help @blablup )

alala123.4 Could you please tell us if you used an o2 router for your DSL contract in your appartment?  

If so you have to sent back the hardware, cause its a rented device, which must be returned after contract cancellation.

or else you have to pay for the router. Maybe that is the reason why you still got an invoice? 

Best regards.

Matze   

 

 

https://g.o2.de/wcr
L
Rang

It was a fixed term contract. I cancelled it accordingly sending all required documents regarding moving abroad. I was using o2 router. I also sent it a month ago.

1- They have made me pay all the extra months that is left in my contract that I could not be able to use in another country. (Very frustrating because that was not the answer that I have got from customer service before. They said in case I move abroad or move to a place I cannot use O2 I can cancel it without a fee.)

2- I still do not get any email or post mail. (When I called the customer service, they say they send me post and I do not answer. When I ask which address. They tell me my very old address which I do not live and have any connection anymore. They still didn't change the address I gave them. How can I answer??)

I am really frustrated and sad over the all situation here. I had to move out of Germany because of financial issues and still I paid for the service I will not use and keep paying it. It is so hard for me to pay for it. I am just a student from a poor country.

Please help with the issue!

Thanks for your help

 

 

bs0
Rang
Benutzerebene 7
Abzeichen +7

What documents did you send in?

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

My registration documents from the other country I moved in.

Cancellation request form

o2 router return 

B
Rang
Benutzerebene 7
Abzeichen +1

I sending all required documents regarding moving abroad. 

My registration documents from the other country I moved in.

Cancellation request form

o2 router return 

Your information is contradictory, as you have not listed the deregistration certificate and thus at least one required document is obviously missing. 

L
Rang

This does not explain why you keep taking money from me after a cancelled contract? even it is not cancelled why do I pay these money that I didn't agree on the contract???

B
Rang
Benutzerebene 7
Abzeichen +1

Why do you think you are being charged more than contractually agreed?

o2_Matze

@lalala123.4 

If you need any further assistance, we'd be happy to help.

Please sent us your Name, Date of birth and your old o2 customer account number via private message to our @o2_Support User. 

Then we will take a closer look at your contract and why your are still being charged. 

Best Regards Matze

https://g.o2.de/wcr
o2_Matze

Hi @lalala123.4 

Thanks your you message. We took a closer and could solve the mystery. 

You haven’t responded in time to our request to sent us the documents regarding your move abroad.

Additionally you didn’t sent the router back in time, that is the reason why our colleagues from logistic department

charged you the router fee.  

I am sorry, in this case everything went correct from our side, so there is no option for a comensation or refund.

Best regards 

Matze 

https://g.o2.de/wcr
L
Rang

Yes, I couldnt response to your posts that you sent because I no longer live in the address. And you still keep sending it to there ?? even though I have changed it.

 

 

L
Rang

Hi @lalala123.4 

Thanks your you message. We took a closer and could solve the mystery. 

You haven’t responded in time to our request to sent us the documents regarding your move abroad.

Additionally you didn’t sent the router back in time, that is the reason why our colleagues from logistic department

charged you the router fee.  

I am sorry, in this case everything went correct from our side, so there is no option for a comensation or refund.

Best regards 

Matze 

 

Please send me confirmation of cancellation letters and the receipts that you sent to my very old address via post or email.

Thanks

o2_Matze

@lalala123.4 

We will foward your request to our backoffice colleagues. 

Can we addyour mail address you use here in our o2 Community?

Best Regards Matze   

https://g.o2.de/wcr
L
Rang

@lalala123.4

We will foward your request to our backoffice colleagues. 

Can we addyour mail address you use here in our o2 Community?

Best Regards Matze   

No, please send it to my E-Mail address I registered in the beginning.

Do you know what it is?

o2_Matze

@lalala123.4

​
Just to be sure please sent the e-mail address to our @o2_Support   User via private Message. 

Best Regards Matze  

​

https://g.o2.de/wcr
o2_Matze

@lalala123.4  Thank you, we forwarded your request to our cancellation department. 

Best Regards. Matze 

https://g.o2.de/wcr

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