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Hello o2 Team,

I just spoke with one of your colleagues and was advised to officially make a complaint. In August 22, I called your customer service regarding my relocation. I had to move to a new apartment on 01 September 22. I was then told that the technician will be in my new apartment mid-September which was within my vacation months. I had to travel out of Germany for about 2 months, and as a result of this your colleague asked me never to worry since I will be on vacations. The customer service also assured me there will be no monthly charge till I return from my vacation since the old contract was literally cancelled and the old router had been sent. However, that is not what happened, my bank was debited for the months even without internet and router. Again, €101 was collected from my account on 19.10.2022 for no reason. I have always been billed from September1 to date but have no internet. I am therefore writing asking for a refund. Thank you.

Hello @adupee ,

when you move your contract, the connection will be deactivated at the old address on the same date that the activation happens in your new address. That you went on vacation is your personal decision but does not pause a running contract.

 

Kind regards, Sven

Hello Sven,

Thank you for the response. However, why then was I charged €101 even when I told your colleague  I will be out of the country to meet the technician? What was the reason for this higher charge? I have still not received the new router and the contract still runs?

 

Best,

David

Hello @adupee,

the additional costs resulted from the moving fee and the shipping costs for the router.

Since neither could take place because you were not found, our employees have already arranged for a new date for the move with you and arranged for the router to be shipped again.

Best regards

Giulia

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