Good evening @lHolyDiverl,

Welcome to the O₂ community!
Thank you for addressing the community with your request.

Did you receive the confirmation with the date 29.05.2023? If so, I think that the deletion of the account on 13.06.2023 has nothing to do with your contract.
Of course, a moderator can say more about it.

Until a moderator comes here, it can take up to 14 days due to high demand for help.

For fast help you can call the english customer support at: 089 66 66 30 08 1 Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays.

Best regards | RhobarDerIII

RhobarDerIII,

No, it was said in the letter that O2 receive my request from 29.04.2023 and I need to sent them hard copy confirmation via post...

@lHolyDiverl I understand so for the termination of your contract did you send your Deregistration from the citizens office? So I don’t understand what should you send them in hard copy? Can you post the email? Of course your personal information should be censored.

@lHolyDiverl Thank you.
So to process your cancellation/termination they need your customer number or your landline number. Both numbers can be found on your monthly bill (Rechnung).

When you have found the two numbers you should send it to them a letter to:

Telefónica Germany GmbH & Co. OHG

Information center

90345 Nuremberg

Have you done so?

If you do it too late it comes close with the date 06/13/2023. And how much you will have to pay, only the billing department can tell you. That is why we have to wait for a moderator. I think you can pay the balance, but we will have to wait for the moderation.

Yes, I send the requested information back.

I hope moderator will asssit with it.

Thank you for your help!

@lHolyDiverl no worries, I have sent it to the mods but I can't promise they will come right away so expect up to 14 days.

Best regards | RhobarDerIII

Hi @lHolyDiverl 

A warm Hello and welcome to our o2 community
It's a shame that you want to leave us, but in your particular case we can absolutely understand the cancellation.
I see that you have already spoken to our customer support on the phone and were able to clarify all open questions there.

Is that correct so far? 
Kind regards Matze 

P.S

@RhobarDerIII Thank you for bringing this case to our attention

Hello, o2_Matze,

Yes, it is correct that I had conversation with O2 support.

So far they give me IBAN number where I send money already.

In this case this will be something like prepayment so when billing occured this amount will be taken into account.

They said that I can call back and check if money was received this Friday. Not so convinient but at least something.

And the root cause of the problem is that I “online form was filled incorectly” that why mail via post was sent. I think that I enter all data correctlyk but we have what we have….

Edit o2_Matze Full quotation removed

@lHolyDiverl A note on this: In order for the payment to be assigned, it is important that your customer number is stored in the reason for payment. Have you taken this into account? 

Kind regards Matze 

@o2_Matze, Yes, I had. I made an accent and specially asked support which payment description should I put there because it is important.

I also made 2 payments since payment period for me is e.g. 05.04.2023 - 04.05.2023, than I need to pay full amount 29.99 to cover 05.05.2023 - 04.06.2023.

I have additional period 05.06.2023-13.06.2023 (date of contract termination) which should be covered also. When I perform addtional calculation for this period I made the second payment.

Hope there will be no problem related to that. 

It would be much more easier for all if internet access granted on prepaid basis...

@lHolyDiverl Quick update: Your payments have arrived last week \o/ The money will then be offset against the upcoming open invoices. 

So everything looks good at the moment. 

Kind regards Matze