Thanks for info.
Looking forward.

Hi,

I have not received the refund amount yet.

To add more problems, i have received a different letter on 24. Oktober 2019.
I am literally crying about the things happening with O2. Can someone see through the complete history, understand the incidents, solve the issues and arrange a refund.

-----------------------
24. Oktober 2019
Ihr DSL-Auftrag - Kundennummer S-xxxxx
Guten Tag Herr Parthasarathy,
vielen Dank für Ihre Anfrage.
Wir haben festgestellt, dass der Geräteaustausch noch nicht erfolgte und das neu zugesandte Gerät als
Retoure zurückkam. Somit erfolgte auch eine systemseitige Belastung des noch angeschlossenen Gerätes.
Bitte senden Sie dieses Gerät wieder an uns zurück:
- AVM Fritzbox 7590 / XXXXXXXXXX22481 (zu finden auf der Geräteunterseite)
Haben Sie keinen Rücksendeschein mehr zur Hand, können Sie sich diesen gerne auch online unter
dsl.o2.de/retoure ausdrucken.
Bitte haben Sie Verständnis dafür, dass die Hardware-Belastung nur erstattet werden kann, wenn die
belastete Hardware in unserem Versandlager als Retoure registriert wurde. Die Retourenbearbeitung kann
nach der Paketeinlieferung bis zu 15 Tage Zeit in Anspruch nehmen.
Natürlich erhalten Sie von uns neue, aktuelle Hardware. Wenden Sie sich dazu einfach an Ihre Hotline.
Unsere Mitarbeiter erstellen dann einen neuen Versand. Klären Sie bitte vorab, an welche Adresse der
Versand erfolgen soll.
Noch Fragen? Wir sind gerne für Sie da: dsl.o2.de/kontakt
Geben Sie bei Kundenkontakt immer die im Betreff genannte Kundennummer und das von Ihnen
festgelegte Kundenkennwort an.
Freundliche Grüße
-----------------------

Thanks,
Sarathy

Edit o2_Flo: Kundennummer entfernt.

Hello @Parthasarathy,

I had a look into this issue and I think I might shed some light into this.

You recieved a total amount of three DSL router from us. First, you recie3ved a Homebox 2 that was returned, after this we sent you a AVM 7590 that you are still using and after this a AVM 7490 was sent to you, which was returned.

If we send a router to you, our customer, the router that you are already using from us has to be sent back to us. So just by sending the AVM 7490 to you the 7590 got in the status that we are waiting for you to send it back. Since this did not happen the router was finally billed.

Regards,

Lars

Thanks @o2_Lars  for checking the details.
I could not understand the second paragraph in your response.

Let me brief the whole sequence of events happened
1. I used Homebox 2 from my initial contract for more than a year.
2. Signal strength of Homebox 2  was not sufficient in some part of the apartment so decided to upgrade the router to AVM 7590.
3. Ordered with O2 a new AVM 7590, order was not processed for quite sometime. followed up with the customer care(hot line) who said there is some issue with the factory in processing the order at final stage. so they raised a new order and said old order will be cancelled.
4. Even the new order was not processed and there was more delay, again followed up with the customer care who said there is again some weird issue with the factory in processing the order. so they raised a new order and said all 2 old orders will be cancelled.

5.Things happened same, finally there was 4 orders raised by the customer care(hotline) one after other. always saying there was some issue with the previous orders and new present order will be processed properly and old orders will be cancelled.
6. Finally i received the new AVM 7590, set it up and it worked fine. returned my old Homebox 2 back. All good at this point.

7.But again there was one more AVM 7590 router sent from O2(SAL542542873 June 15), may be because of multiple old orders. we didnt even accept the parcel. It was returned back. I reported this with the other complaint post(link copied at the bottom here) and i was told things are all solved. again felt things are good.
8. But then my bills were so huge for August and June and i reported that in this present question in O2 community. You experts clarified it and said the amount will be refunded back and will take sometime. i waited for it but have not received any refund.

9.In this mean time, i received a email(24. Oktober 2019) from o2 asking me to return a router. thats the reason for my comment on this post on December 7. I dont have any additional router other than the only one AVM 7590 thats in use. Please make this point clear.

For your reference, other link for the delayed orders which i report in the community.
https://hilfe.o2online.de/english-o2-community-43/dsl-router-upgrade-from-home-box-to-fritzbox-7590-495085#post1831392

Have wasted enough time for this.
Hoping the issues will be resolved by o2 experts. I wish dont want this to be dragged for year 2020.
Action Items:
1. O2 need to refund the excess amounts deducted in August and June Bills.
2. O2 properly clear all the backlog orders return status in your records. I have returned Home Box 2 properly (already handed over the receipt). I have not even accepted the second AVM 7590 router(XXXXXXXXXX June 15).
There is nothing pending from me only O2 need to act.

Thanks.

Edit o2_Lars: This is a public forum. Please never post any personal information like phone numebrs, customer numbers and so on...

Hello @Parthasarathy,

in this case the only solution will be to send you a new router (the model that you are already using) and you send back the router that you are using right now since the invoice that we sent you for the router was for the router that you are using right now.

A new router was sent to you several months ago which was sent back since you refused it.

Unfortunately in this case the router that you were using at that time (and are using right now) was automatically marked to be sent back. This did not happen so an invoice for that router was created.

A refund without sending back the router is not possible unfortunately.

Regards,

Lars

Hi @o2_Lars ,
Sorry, Could not understand your statements.
 

Hello @Parthasarathy,

you recieved an invoice for the router that you are using right now.

The only solution is that we send a new router to you and you send back the router that you are using right now,

A refund without sending back the router is not possible.

Regards,

Lars

Hi @o2_Lars ,
Happy New Year.

I dont understand it.
Do you mean the charges are for the Router ?.
Is it sold to me and not rented ?.

Please read my original first comment on this post:

------------
Dear Sir / Madam, 

There are high additional charges charged in two monthly bills. 
Past history: I requested for Fritz box to replace my old O2 HomeBox due to signal problem at my apartment. That has been received after lot of follow ups in the month of May and i returned back the old router. 

1) 
In my present month bill, amount has been mentioned as 155.48 Euros. 
In that "Compensation for DSL equipment not returned" has been mentioned as 116,5000 Euros. 

Please note that I have returned my previous O2 Home box. I am confused why is this conflict. Please correct in your system. 
Completion of return order RET1900247391 
Tue, May 28, 2019 

2) 
Second point. in the invoice for 06/21/2019.
42.0 and 8.39 has been charged. I do not understand what is this fees. I pay the monthly rent for router and there is no connection process involved. I replaced the new router myself. 
Connection price option AVM FritzBox- 13.06.2019: 42.0084 Shipping 
costs - 13.06.2019: 8.3949 

------------ This is the response from O2 three months ago ------------------------

• 3 months ago

------------------------------------------------------------

This complaint is not resolved. Reopen it.

Sorry to say.
My experience has been so worst.

Hello @Parthasarathy,

since we did not recieve any answer for several weeks the thread was marked as answered. It is not closed, as you can see you can still wirte in this thread.

Since the router that you are using right now was not sent back in time it was charged. Even if you would send it back now we would not refund the money since it had to be sent back in July.

Regards,

Lars

Hi @o2_Lars ,

Why should i sent back the new Router(Fritz AVM 7590) that i got from O2, this is the only one i have and i am using it now.
I have already sent back my old Router(Home Box), shared the returned item details already and which was accepted by your colleague( @o2_Kurt ). I was told 116.50 €  will be refunded.

Hello @Parthasarathy,

unfortunately there occured a misunderstanding. My colleague thought that a router that was already sent back was billed for. This was not the case, no router that you have sent back was billed. 

A refund in this case is not posssible, sorry.

Regards,

Lars

Hello @o2_Lars,

Let me explain you my case.
When i requested for a new router, I was very clearly told there will be no charges for the new router. Only new charges will be the rental increase every month for the Fritz compared to Homebox 2.
You can see in the contract(13. Juni 2019 Änderung Ihres O2 DSL-Vertrags) as well that there is no such charges mentioned.

But suddenly in August invoice 21.08.2019, below charge was made.
Schadensersatz für nicht zurückgesendete DSL Leihgeräte - 30.07.2019 -  116.50 €
("Compensation for DSL equipment not returned"- 116.50 € )

This clearly says, charges for equipment not returned. which means your system has wrongly recorded that i have not returned a equipment that i am supposed to return. I have already proved enough that i have returned my old router.

Then please explain what is this charges of 116.50 €  for ??? simple

Hello @Parthasarathy,

you had your first router and ordered a new one. So the first router was marked to be sent back to us.

You sent back the first router, so it was not billed for.

While having your second router a third router was sent to you. So the second router (that you are using right now) was marked to be sent back to us.

You sent back the third router so it was not billed for.

You did not sent back the second router (that you are using right now) so it was billed for.

Regards,

Lars