Hello, 

My partner and I left Germany at the beginning of February 2024 and moved to Vietnam for work. Since we had a contract with O2, we searched and sent all the documents proving that we were leaving the country (de-registration form, contract with the new company, etc) difitally and via post. We also sent the router back to the same address within a couple of days difference. A few days after we got a notification back from O2 that they had received the router. My partner had also a phone contract and this one they cancelled it, but no news from the internet contract. A couple of months after, we were still being charged the normal amount with no notification of cancellation contract so we tried to contact O2, but it’s pretty hard due to the lack of communication channels they provide. We got on the phone with someone a couple of times but always said that they hadn’t received anything. We sent again in July all the original documents, this time with the method where they need to sign once they have received it and we did then get the notification that they have received but still wanted to charge us the previous amount. The expectation was that they would cancel the contract and the debts but got nothing. Now, a few months after, we have been approached by a debt collector to pay even a higher amount that we don’t understand the reason for. We had done everything right and we don’t understand why O2 is so inneficient that they can’t see in their system all the documents and process and just cancel this whole thing. Can someone please provide some information? We don’t think it’s our responsability to pay for this. 

Thanks

edit o2_Solveig 10.11.2024, 08:29 Uhr verschoben von o2 Home → English o2 Community Broadband & Landline