Dear o2 team,
I’m writing with regards to an unpleasant surprise I saw in my latest invoices after moving apartments. Even though I clearly requested and confirm that I was moving the contract to a new address (hence no need for 2 internet/landline contracts), I see that I’ve been charged for 2 o2 my home contracts for the past 2 months (August and September). I’ll write a timeline of events below and hope that my request can be resolved as soon as possible:
- On 26th June 2022 I submitted a request to move my DSL contract/connection (o2 my Home M) from the old flat to the new flat, as my expected moving date was the 16th July
- On 07th July 2022 I received an email stating that it was not possible to work on my request, and that I should start over
- A new request was sent on 7th July, and confirmed by o2 on 8th July
- I received a call from the o2 Support on 15th July (one day before my move) to discuss the new contract. In this call, the o2 agent stated that it would not be possible to move the DSL contract to the new address, as for this address only Cable contracts were being sold. The agent also offered a special condition for the 1000MBits for €39,99/month, which was accepted (o2 my Home XXL). I also confirmed that I would use my own router, no hardware would be needed
- The activation date of the new connection was set to 8th August
- There was no request from the agent saying that I should individually cancel the old contract. I understand that if I request to move/transfer a contract, this would be done internally by the o2 team
- The connection was only available on 17th August after the visit of a technician. There was some misconfiguration with the connection in the building
- On 27th Sep I was surprised to see that I was charged much more than expected
- There are charges for the XXL plan from 8th August (expected)
- There are charges for the M plan for the entire month (not expected)
- Checking the bill that will be due by the end of Oct, I see that both plans were charged for the full month
Having said the above, I kindly request to cancel the My Home M plan with immediate effect, and reimburse any fees incorrectly charged after 8th August 2022. In addition, given that there was no connection of my XXL plan until the 17th August 2022, I also request the reimbursement of the fees charged in the period 8th August 2022 and 16th August 2022.
If you need any additional information to process the request, please contact me directly.
kind regards,
Vinicius Camargo
