Hi @o2_Matze ,

As I highlighted in my previous message it is all laid out bare just a few message above. But I will scroll up and copy paste it here so you do not have to:

“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.”

Pure numbers.

And just for you to appreciate how I feel: this is indeed begging. You would not know because you are not in my shoes.

Best regards,

p

Hi @pete_P ,

the agent requested 3 months of discount for the base fee of your contracts. The set discount does not include entertainment Packs, nor does it include connection fees outside of the flat. 

Since we weren’t there when the conversation happened, we need to stick with what information has been provided;

According to that, a 3 month discount for the base fee has been requested for both contract and is already in place.  If there happened to be a misunderstanding between you and the Agent regarding the total sum the discounts will provide, I want to sincerely apologise for that.

As for the overcharge: o2_Katja mentioned it earlier:

Reading that linked conversation a few times, I can see the room for interpretations going either way. The Agent on the phone certainly seemed to think that way, which is why he requested and offered you the solution in form of the discount of the base fees for 3 month on the DSL- and SIM-Contract. We honor that agreement, but we won’t extend it further than what has been requested.

Best regards,
Kurt

Edit: double “the” and “further” deleted

Dear @o2_Kurt ,

I am well aware you were not on the call when I was chatting with the agent. I do believe however, that the conversation was recorded. 

Also, it was admitted many times by O2 that I was overcharged and it was agreed/promised that I will be refunded for the money you have taken from me without justification - based on whatever misunderstanding occurred between me and the organisation.

You guys have been very good at making up excuses why can you not pay me the money back and I had enough quite frankly.

You still owe me €30 and I want it back in whatever way necessary. Just go ahead and give back the money since you already admitted you took it without justification. 

Also, I would like to know why do you think I am ok with you paying back only part of the money but not the whole amount? I want the full amount, not less not more.

Best regards,

p

Hello @pete_P,

I would like to explain our point of view again: the discount given to you by our customer service was a gesture of goodwill. It is normal that the installments for the purchase of a smartphone continue to be due even if you buy a new smartphone with additional installment payments.

I am sorry, but an additional refund is not possible in this case.

Best regards

Giulia