Hello,

I have called the O2 customer service several times to draw attention to the unnecessary router charges being debited from my bank account. 

The first incorrect deduction was done in December 2021 in the amount of 116.50 €. After speaking to the customer service I was told that there was a system request received to return the router and the money deducted was a fine. This request was not created by me but was apparently a system error !  The customer service rep informed me around mid February that the only way to solve this issue is to return the router and get a new one from O2 and then the money will be returned.

I received a new router from O2 and the very next day returned the old one (confirmed receipt by O2 ).

In the billing of March 2022, I see that not only the previous charges of 116.5  € was not refunded but additionally ~ 65 € was deducted from the account  for the new router !!!

This has been ongoing issue for several months now. I have called the customer service several times already. Apparently a “ticket” has been raised but no resolution of the issue or even response to my emails from O2.

We feel incredibly annoyed, frustrated and cheated at the point of writing this and seriously contemplating stronger actions. What is O2 trying to do here ?? We are out of  ~ 181 € through no fault of ours and we have to follow through with the hassle of numerous phone calls with no resolution. This is honestly ridiculous. 

We hope someone responsible and sensible will have a look at the case here and give us back the full amount O2 owes to us.

Best,
Pri

Edit o2_Larissa: moved to English o2 Community: Broadband / DSL

Please stop double posting 

Thanks. I wasn’t planning to. I posted in the wrong community by mistake. It was of course supposed to be under the English o2 one.

Hi @MePri,
welcome to our community 
This all sounds quite adventurous. 
Would you like to send us your call or customer number together with your 4-digit personal customer code to o2_Support so that we can take a closer look at your case?

Kind regards
Larissa

Hello Larissa,

Thank you for your response. I have already called the o2 english customer support - 089 66 66 30 08 1 at least 6 times now since December (the last call being on 21st March)and have given them all the information. I have also sent an email to impressum@cc.o2online.de. However I am yet to get a response. If you could point me to any other resource for getting more clarification or better support I would appreciate it. Thanks again.

Kind Regards,

Priyanka

You should have a blue circle on your avatar.

Klick on the avatar and  than klick on Privatnachrichten. 

Than you can anderer the question from @o2_Larissa 

Thank you @schluej.

I can’t send a Privatnachricht to @o2_Larissa (see below).

I will try sending the details to @o2_Support.   

Edit: I tried but can’t send a PN to either unless they follow my user profile. 

@o2_Larissa  can you maybe follow my profile so I can send you the details in a Privatnachricht. Thanks.

Hi @MePri,
please try to send the pm to @o2_Support again, now it should work. 

Kind regards,
Larissa

Hello @o2_Larissa 

Thank you for the update. I have sent the pm now to @o2_Support.

Kind regards, 

Pri 

Hi @MePri,
thank you for your PN. I have looked at this and agree with you that a credit entry needs to be made here. One has already been made by our colleagues. Have you received the email confirmation yet? 
I have arranged the second credit entry for you and it should also arrive shortly.
Is then everything back in order or can I still do something for you?

I wish you a nice weekend and best regards
Larissa

Hello @o2_Larissa,

Thanks so much for your help. Indeed I have received two E-Mails regarding the refunds. However, the second refund amount is lesser than expected. I was expecting 116.50 € + ~ 65 € refund. I received E-Mails for the refund of 116.50 € + 50 €.  So unfortunately, the refund initiated is still 15 € less.

Here is the reason:

My Rechnung for March 2022 shows the Grundgebühren: 40.12 € (should have been 34.99 € ) +  Einmalgebühren: 59.98 € (Fritz Box, incorrect billing) - Guthaben 10 € = 90.10 €

The correct Rechnung, like in Jan and Feb 2022, should have been:

Grundgebühren: 34.99 €  - Guthaben: 10 €  = 24.99 €.  It can be verified from my previous bills. The Guthaben will be received every month for the 1st year as per my contract. 

So overall, I should receive 90.10 -  24.99 ~ = 65 € + 116.50 € for the incorrect December 2021 billing. 

Could you please initiate the remaining refund too ? Also, I hope the Grundgebühren for April and onwards is corrected to 34.99 €. 

Thanks again and have a nice weekend !

Kind regards, 

Pri 

Hi @MePri 

In your calculation you forgot that you pay a monthly rental fee of 5.99 euros for the Fritzbox 7590. 

So your monthly basic fee is 34.99 euros for your DSL Contract + 5.99 euros (rental fee for your router) minus 10 euros new customer discount
Best regards Matze