Did you extend your existing contract or start a new one? A new contract doesn't terminate an existing one. Who told you that?

Right there. Your comment is the very reason I do screenshots. 

Anyways, I am coming to an end of my contract I guess in march and O2 reached out to me with some offers. I took one and I was confirmed by the agent on the phone that it would replace my current contract and pay only one contract which would be the new one. (it would be really stupid from me to go on and pay two contract when I only use one.)

Anyways, as I was waiting for the new contract and phone I got another call from O2 that they will not honour my new offer as they thing it was too cheap. all of this after they read me all the agreement on the phone which obviously does not apply to O2 only the costumer can be accountable)

Anyways, I went to Twitter and contacted O2 to make sure they know I was not happy about the way they treated me. Sure enough the exposure put everything in a different perspective and I got a much cheaper offer than the one before. Which is pretty awesome. I made sure I confirmed all my charges for the month in writing to make sure there will be no misunderstanding going forward - such as double charging. Unfortunately, Things don’t work that way at O2. They of course dbl charging me.

I have mobile contract, DSL, TV and land line with O2. Not entirely sure why am I getting this treatment.

Now that you have the full picture please refund my money and stop dbl charging me. Or point me to the direction where I can get my money back.

Thank you very much for your understanding.

Best regards,

p

The question still has not been answered: If you are being charged for two contracts, this would suggest that you have a new contract and the old one us still running. Is that the case? That would be normal, albeit not what you wanted. Did you get a new telephone number? That would not be the case with an extension.

You are communicating with other customers here. A moderator can check this for you in the next week or so. If it is clear from the contract documents that you have a new contract, then you should have cancelled within 14 days if that was not what you wanted.

Where can I go to a moderator? I was not aware I was in with other customers. How do I start a convo with a mod please?

A moderator will reply here.

Great, thank you. 

Sorry for the outburst but I am kinda tired of O2’s antics. Not personal.

I will wait for the mod they are always very helpful as I pointed it out in my initial post.

@bs0 

Out of curiosity, why would they charge me for 2 contracts to start with? This is beyond my understanding.

First of, it is an extension not an extra contract. I have the same phone number. I am not able to use the benefits of two contracts since I have only 1 number/sim. I do not have 40GB internet for instance, only 20GB. That makes me think what they are doing is borderline illegal - charging me for a service I am unable to use.

Also, they have reached out to me offering an extension as at the time my current was coming to an end. I mean I still had at least 4 months so I found it a bit too early but I was happy about it. But the point is, whatever discount they had in mind for the extension would have been surely outweighed by the 4 months double charge they prepared for me as a hidden benefit with the upgrade.

Hi is there anybody around here who is willing to help me? @o2_Tobias please.

I am being double charged and I could really use some help to solve that

Hello @pete_P,

I had a look at your contracts and invoices with us noticed that you have already contacted our customer support yesterday. I think they have solved your issue already?

Please let us know if you have any further questions.

Best regards

Giulia

Hi Giulia,

I hope you are well and thank you for coming back to me.

I did have a call with one of your agent but I guess she did not get me fully covered. Would you be so kind to let me know what did she exactly put in the system please? I was a bit emotional by the end after all the effort I had to put in to get my money back.

I would appreciate your help. Thank you.

Best regards,

p

Hello @pete_P,

you receive a 3 months discount on your mobile and on your DSL charges. Both have been confirmed via email as well.

Please let us know if you have any further questions.

Best regards

Giulia

Hi @o2_Giulia,

Thank you for the update.

I have unfortunately not received that email or if I did somehow I deleted it. But the point is that I do not have that email at the moment so I would really appreciate if you could resend it to me please so I have it on record.

Best regards,

p

Hello @pete_P,

I have sent both emails again. Please not that both include the “3 Monate 100% Rabatt auf die Grundgebühr”. You will find the discounts on your next invoices as well.

Best regards and have a nice weekend

Giulia

Hi @o2_Giulia,

Thank you very much for your effort.

Unfortunately, I do not understand a word from any of the letters. Also, I am not entirely clear why are you sending me the same email twice and some other email as well as letters with passwords and usernames? I am sure there is a reason behind it but I don’t know what it is.

So I just want to make it clear for myself:

• O2 overcharged me by €184 (4x€46) this was confirmed on the phone call with the agent
• The agent on the call promised 3 months discount of my subscription (€60.20) €180.60
• The 3 months discount about the same as the overcharge. This was the solution I was promised and I agreed and I am happy with.

Can you please confirm that the 4 emails and the letter you sent are stating what I have outlined in my 3 points above? Meaning: the discount will cover the amount of the overcharge.

If so, we can finally close this ticket and move on.

Thank you very much for your kindness.

Best regards,

Peter

Hello @pete_P,

our order confirmation always lists all parts of the contract. Unfortunately, it is not possible to send individual extracts from them.

The “3 Monate 100% Rabatt auf die Grundgebühr” means that you will not have pay the monthly charge for both contracts for three months. This is also how it is shown on your current invoice.

I hope I was able to clarify your question. Please let us know if you have any questions.

Best regards

Giulia

Hi @o2_Giulia 

Thank you for your response.

Unfortunately, it did not clarify it entirely.

Can you please confirm that the overcharge will be covered by the discount? That is all I need to know.

I would greatly appreciate if you could come back to me some straight forward answer so we can finally move on and close the ticket. I just need a clear confirmation since the emails you sent me do not make it clear to me.

Again, please confirm that the discount you are giving me is about the same amount (+-€5) that O2 has overcharged me with. 

I hope that clarifies what I would like to know. 

Best regards,

Peter

Hello @pete_P,

it was not an overcharge, only the installment plans for your two smartphones have overlapped. However our customer service has waived the fees for your DSL contract and your mobile phone contract for three months as a gesture of goodwill. You currently pay EUR 55.00 per month for both contracts.

I hope this was helpful. If you have further questions, please let us know.

Best regards

Giulia

Hi @o2_Giulia ,

Thank you for your response.

You can call it a goodwill I am ok with it. I have a different opinion and I guess we are all entitled to our opinions.

So €55 times 3 is what you guys are waving as a “goodwill”. Can you please confirm that with a simple response?

Thank you.

Best regards,

Peter

Hello @pete_P,

i can neither detect a double payment nor an overcharge.

Your contracts were set up exactly as agreed with you in your thread last november:

The 46 Euro you mentioned, belong to another o2 My Handy contract you signed in 2020.

The complete amount for the purchase of the smartphone is paid in 24 monthly instalments.

Greetings,

Katja

Hi @o2_Katja , thank you for your input.

@o2_Giulia Can you give the final confirmation I requested? Thank you.

Best regards,

Peter

@pete_P 

o2_Giulia Can you give the final confirmation I requested? Thank you.

You are getting a three month 100% discount on your DSL plan which is 49,99 Euro (without special packs) starting from 20th of jan. 

Best regards Matze 

Hi @o2_Matze ,

Thank you for the straight answer, it is really hard to get one of those around here.

So now that this is said and done I would like to respectfully ask how can I get back the outstanding €30?

Best regards,

Peter

Hi @pete_P  

I am sorry, please help me out: Which 30 Euros are missing? 

Did I miss something? Could you break it all down for me please, that would be great,

cause from my point of view everything is fine know. 

Best Regards Matze 
​

Hi @o2_Matze,

I wish I would have the energy to break it down one more time after I have already detailed it a few times on the phone, and in writing. If you scroll up a few messages you will find all the details.

I have however, tired of begging any longer. I had to beg a lot for money that is mine - admitted by you on the phone and in writing - but there is always an excuse from your side why not to give it back. Even after agreeing to give it back. You just want to give back part of if. It is just too tiring to be honest.

But I will break it down one last time just for you so you understand what I - and potentially many other O2 customers - have to deal with:

• you take my money - tricking mer into some good sounding deal and not disclosing the real costs
• You take money you should not be taking
• I realise that and I report it
• I am to tell my story to many many times to different people
• You admitting wrongdoing
• Agree to pay my money back
• Some other agent coming into the conversation trying to say that I am wrong so I should tell my story again - ignoring this obviously
• Asking for confirmation of refund
• Realising you did not cover the whole amount as you promised
• Me flagging that
• Me being asked to retell my story for the maniest time.
• Me deciding to just leave it all because I feel humiliated to beg again for €30
• You saving €30 for O2 - great achievement 
• Me deciding to tell my story so we can start the circle all over again

So that is what happened, for your information.

Best regards,

p

Hi @pete_P 

Please don’t get me wrong: You don’t have to beg. From my point of view everything is fine now, nothing more is missing.

Maybe i am wrong, that is the reason why i kindly asked which 30 Euros are missing in your calculation? 

And if missed something it would be great if you break it all down for me, not in a list what went wrong etc, just

pure numbers, so we can retrace everything a bit better. 

Best Regards Matze