Hi, 

I moved into another new apartment in December 2021. The internet was activated with my existing router without any problems. 

However the issue started when I received my O2 bill in January 2022 (rechnungsnummer: XXXXXX) where the bill was much higher than the usual. I found out that the bill included an item about ‘router not being returned’ and it costed me an additional 78,96 EUR. This must be an error because I was still using the same existing router, and it wasn’t supposed to be ‘returned’. 

I have since called O2 on the customer service channel numerous times since then to request for a refund of 78,96 EUR. Finally, I received an email from O2 on 7 April 2022, and in the letter, O2 apologized for making the mistake. Unfortunately the letter indicated that there was no way to activate the refund process until they have received my existing (still functioning in a very good condition) back at their office. This existing router’s serial number is: AVM Fritzbox 7490 / Seriennummer XXXXXX. In exchange, they were going to send me a new router for use. This new router’s serial number is AVM FRITZ!BOX 7490 / seriennummer: XXXXX)

The new router arrived on 9 April 2022, but unfortunately the router was not functioning. I called O2 on 13 April 2022 (again), and reported that the router was not working. I was then asked to return this ‘new router’ back to O2, and continue using my existing router. I returned the new router on 13 April 2022 - on the day itself - and received confirmation email that the router return was successful on 14 April 2022. 

Now the question remains - when are you going to refund the 78,96 EUR back to my account? This has been an absolutely traumatic and frustrating experience for me:

• calling the customer service numerous times with many tickets opened but issue was not resolved for weeks
• receiving an apologetic email from O2 regarding their mistakes made; however, despite mistake made by them, I had to be inconvenienced to conduct a ‘router exchange’
• having received the new router for the exchange, but the new router did not function at all

I just simply cannot understand why can’t O2 just simply update the system to acknowledge your own mistake made, and just refund the 78,96 EUR back into my bank account? Why put a customer through all the hassle and inconveniences (and despite all the troubles I had to go through, this is still not resolved)?

Please let me know what your next step is, and don’t make me call your customer service line again. I appreciate some clarity on this very simple refund process. 

Thanks, Melanie

Edit o2_Antje: Personal Data deleted, Topics merged

@frustrated customer You have to send back all routers. The first before moving and the new not working router. If the o2 system is waiting for a router you have to send back this router. Otherwise you will bb charged.

@frustrated customer 

no duplicate posts please

@frustrated customer 

no duplicate posts please

Hello @frustrated customer ,

from what I can see another router has been send to you. Once this arrives and the old routers are returned, the previously billed sum will automatically be refunded to you.

If you need further help with any step of this, please let us know how and where we can help you.

Kind regards, Sven

To all O2 representatives managing this case, 

An update:

• On May 4th, 2022, my old router was successfully returned, as confirmed by O2 email notification to me, which reads : ‘die Bearbeitung Ihres Rücksendeauftrags RET2200346986 für das Gerät mit der Seriennummer L43351930688188 ist abgeschlossen’
• On May 30th, 2022, I received an email from O2 regarding my bill statement for May. However, despite what you have promised to me - that the amount owed will be refunded to me upon return of old router - the latest bill does not reflect that. 

Please, can you get your system in order? This is really absolutely ridiculous with what I have gone through for the past 6 months just to get this money refunded to my account. I have done everything you asked for (despite all the inconveniences) but I am here still writing about this to follow-up about my case because none of your representative is taking charge and keeping me informed about the status of this complaint!

Melanie

Hi, 

I moved into another new apartment in December 2021. The internet was activated with my existing router without any problems. 

However the issue started when I received my O2 bill in January 2022 (rechnungsnummer: XXXX) where the bill was much higher than the usual. I found out that the bill included an item about ‘router not being returned’ and it costed me an additional 78,96 EUR. This must be an error because I was still using the same existing router, and it wasn’t supposed to be ‘returned’. 

I have since called O2 on the customer service channel numerous times since then to request for a refund of 78,96 EUR. Finally, I received an email from O2 on 7 April 2022, and in the letter, O2 apologized for making the mistake. Unfortunately the letter indicated that there was no way to activate the refund process until they have received my existing (still functioning in a very good condition) back at their office. This existing router’s serial number is: AVM Fritzbox 7490 / Seriennummer XXXXX. In exchange, they were going to send me a new router for use. This new router’s serial number is AVM FRITZ!BOX 7490 / seriennummer: XXXXX)

The new router arrived on 9 April 2022, but unfortunately the router was not functioning. I called O2 on 13 April 2022 (again), and reported that the router was not working. I was then asked to return this ‘new router’ back to O2, and continue using my existing router. I returned the new router on 13 April 2022 - on the day itself - and received confirmation email that the router return was successful on 14 April 2022. 

An update:

• I received another new router again, and on May 4th, 2022, my old router was successfully returned, as confirmed by O2 email notification to me, which reads : ‘die Bearbeitung Ihres Rücksendeauftrags RET2200346986 für das Gerät mit der Seriennummer L43351930688188 ist abgeschlossen’
• On May 30th, 2022, I received an email from O2 regarding my bill statement for May. However, despite what you have promised to me - that the amount owed will be refunded to me upon return of old router - the latest bill does not reflect that. 

Please, can you get your system in order? When are you going to refund the 78,96 EUR back to my account? This is really absolutely ridiculous with what I have gone through for the past 6 months just to get this money refunded to my account, and has been a traumatic experience for me:

• calling the customer service numerous times with many tickets opened but issue was not resolved for weeks
• receiving an apologetic email from O2 regarding their mistakes made; however, despite mistake made by them, I had to be inconvenienced to conduct a ‘router exchange’
• having received the new router for the exchange, but the new router did not function at all
• old router finally returned but money owed still not refunded to me

Please let me know what your next step is, and don’t make me call your customer service line again. I appreciate some clarity on this very simple refund process. 

Thanks, Melanie

o2_Antje: Topics merged

Hello @frustrated customer ,

the router that this is about should have been returned to us in January, it was returned in May. While we give an additional deadline after the initial one has been passed, the router was still not returned in a timely manner. As such the logistic department will not reimburse the charged amount in this case.

Kind regards, Sven