I'm getting charged for a router that I have sent back in April

Hello ​@bebopmot,

welcome to our o2 Community 🙂

That is good when a ticket is already opened.

You can sent a foto of the return receipts via our contact form.

At the bottom you can upload JPG or PNG files via this button:

Please keep us also updated here 🙂

Best Regards,

Gerrit

Hi ​@o2_Gerrit,

Thank you for your reply, I have sent the receipts pics via the contact form.
I will keep you posted on further developments.
Thanks for your help.

Best.

Very good, ​@bebopmot, yes, keep us updated here 🙂

Best Regards,

Gerrit

Hello ​@o2_Gerrit 

So I got charged for the router, so now I'll need a refund, and also haven't heard anything back from O2. Can you tell me what's happening? It's a bit odd that I get charged for a router that I don't have, and sent back in april. And how can I rescind my SEPA authorization with O2? Cause it shouldn't be legal for O2 to just take money out of my account if I have cancelled my subscription already.

Thank you.

Hello ​@bebopmot ,
unfortunately, you are not registered as a customer here in the community. 
I therefore do not have access to your details. 
Are we really still charging you a standing charge for your contract? 
Or is it just the cost of the router? 
You can also revoke the direct debit authorisation via the contact form, or you can contact the helpline directly to clarify any issues. 
There is also an English-language helpline 089 66 66 30 08 1 (Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays)
Kind regards, 
Solveig 

Hello ​@o2_Solveig thanks for your answer.

I am getting charged for a router that I sent back in April, you can understand it's a bit frustrating. I have provided the post receipts, but heard nothing back for more than 2 weeks. I have already called the help line, they have opened a ticket, if you can check it, it's ticket number 2942714835.

Thank you.

Hey ​@bebopmot,

thanks for your feedback. We'd really like to help you, but unfortunately you're not registered with your customer information, so I can't access your account. You could try contacting us again using the contact form. 

https://www.o2online.de/service/kontaktformular/

Greetings,
Flo