Hi @Lorna_OH 

Thanks for your message. i am sure we will sort this out.

At this moment we have no access to your data, to check the status of your contract cancellation (but i am sure everything is fine).

Please sent a private message to our o2 Support User, which we use here in our community when ever personal data is need to solve a case.  Please click here and send us your full name, date of birth, your email address and the address which you stayed in germany (where your DSL was located).

We will check the contract status and will get back here with in a few days, cause today is a national holiday in germany, followed by the weekend, so i assume you will get an answer around monday or tuesday. 

Thank you and stay safe.

Best Regards Matze  

Hi @Lorna_OH 

Don’t hesitate to contact us if you need assistance. 

Best Regards Matze 

I’ve sent a private message with the required details. I can also supply a screenshot or forward an email with the email from O2 that confirmed the cancellation of our contract dated the 23rd of January if required.

Thanks,

Lorna.

Hello @Lorna_OH,

I hope everything is fine and you are healthy right now :-)

I had a look into this issue ad I am sure I can shed some light onto this. You had a DSL Flex tariff which means that the contract can be canceled within a months notice. So as you send your cancelation in January the contract was cancelled a month later in February.. So the invoice you recieved in February consisted of the billing period of January and some days in February, the invoice in March of the rest of the days that your contract was running in February.

Right now you recieved a new invoice because you recieved a router from us for the time that the contract was running. At the end of the contract the router had to be send back to us via our DSL logistics portal. 

It seems that you did not send this router back so this last invoice consinst of a compensation payment for this device.

So the invoice you recieved in March was the last one that you were billed for the tariff itself. 

I hope my answer was able to help you, If you still have open questions feel free to ask, we will answer as soon as possible :-)

Regards,

Lars

At no point: either in the shop when cancelling the contract, or when we received the confirmation of the cancellation, were we informed that we had to return the router. That is such a scam to catch people out.
 

We were moving country, it would have of been a very pertinent detail to inform us of. It just seems like O2 want to find as many reasons as possible to charge people. I’m very annoyed and I don’t think it is fair that we have to pay for the router when that fact was completely withheld from us and now we are in a different country, making it impossible to return it anyway. Absolutely scandalous and in bad fate to give people the shake down like this

Also, can you please explain why these amounts varied so much, often costing significantly more than our monthly bill? Genuinely curious

Okay @Lorna_OH, 

I will shortly explain the different amounts mentioned in your screenshots.

The first one is the pledge for the missing router.

The second one is the open amount of January and the proportional basic charge until the termination of your contract in February 28th 2020. 

The last one is the usual basic charge and the returned direct debit fee (4 EUR)  because the payment by direct debit failed. 

Greetings

But you didn’t respond to the first part of my post: why were we not at any point - neither in the shop cancelling the contract, nor when we received the confirmation email of the cancellation of the contract - informed that we had to return the router? That is not transparent business practice at all, seems like a money-making racket. I don’t see why we should have to pay for the router if we were not informed that we had to return it. Indeed, I’m pretty sure when we signed up for the deal, it was advertised that the router was free.

Hello @Lorna_OH,

we inform our customers at the beginning of the contract in our order confirmation and at the end of the contract with the cancellation confirmation that the router has to be returned. This confirmation was sent to you on February 17th.

Kind regards

Giulia

Oh I see it now, down the very bottom, separate from the main body of text. Seems like it should be a pretty important detail to highlight to your customers. Especially when your customers are leaving the country. Daft.

You really need to make your charges far more transparent. This is terrible business practice.
 

Will never use O2 again, useless