Dear All,
I realized I had to come forward to tell my story since there is no statutory mechanism in Germany to deal with companies that trick clients. In my birth country, you can file an official complain to the state without spending any of your money, and usually companies get really scared with this.
Back to my story, I was a customer of O2 for 4 years with a O2 Home M contract (32.98 eur). After 4 years I moved to another house but wanted to upgrade my contract. I got in contact via hotline with an assistant and my negotiations started.
First, he told me that is not possible to upgrade the contract, I would have to do a new one and cancel the previous one. I asked his advice about which package would be better for me without paying more than I was paying before. We saw that I could have the O2 Home L + TV and sent me a new contract of 33.97 eur per month and told me he had cancelled my previous contract. In addition, I asked about my previous router and he said the Technischer would collect my router.
Later, I discovered that I had to send a letter or fill a online form to be able to cancel my old contract, while the guy told me that I did not have to do anything.
Meanwhile, I received the paper version of the contract at my new address and to my surprise was different from the one I had agreed on. The paper contract was not including a discount of 10 eur and then, I would pay 43.97 eur per month. I contacted O2 chat and they told me that the 10 eur (Kombi-vorteil) was only for costumers with a mobile contract (not my case), and that the 14 days to cancel were already gone (so convenient). However, she offered me 10 eur of discount until 24 months.
In addition, the Technischer came to establish the connection and I got the information that he belongs to Telekom and that he is not connected to O2. So, who will collect my old router? I search and it’s me who has to send it, and if I don’t send it I will pay a fee.
To conclude, a lot of wrong information was given to me, to an extent that can be really interpreted as wrongly intended, to trick me and to make me paying things I should not pay or agreed to pay.
Luckily now I think I will have the 10 eur discount and will pay the 33.97 eur I agreed on the beginning, however after 24 months will have to cancel because the discount will end. Which is something that, if I knew I would pay more after 24 months, I wouldn’t have made the contract. All this situation lacked transparency and honesty to a loyal costumer!!!!
