Where do I send this document? Can I send it by email?
No. See https://hilfe.o2online.de/english-o2-community-43/leaving-germany-need-to-cancel-phone-contract-221750?postid=1836450
Hi Martin,
you can send it to:
Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg
or by fax to the following number: 01805 571 766
Best regards,
Michi
As I am outside Germany do I need a country code or an international fax number? Is it 0049 1805 571 766
Is it 0049 1805 571 766
Yes.
I‘m not sure if this special number is available from everywhere outside Germany.
Sorry, my bad, I meant the "Meldebescheinigung". 
In order to cancel the contract my colleagues need a notification of your new, foreign domicile or alternatively a confirmation of your employer or landlord (Meldebescheinigung). This is the document we are missing.
Best regards,
Michi
@o2_Michi
Then I will send a copy of my new contract for where I live. As I understand it, the contract is then ended with immediate effect. Is this your understanding?
Best wishes,
Martin
Hi Martin,
the contract will end immediate but we will charge the basic fee for three month. You will find the form
HERE (it says mobile contract, but it's also valid for DSL tariffs).
Best regards,
Michi
Hi @o2_Michi
With all due respect, I gave three months notice when I called into the shop in Alexanderplatz on 8 February 2019, gave them a copy of the notice I had given to my landlord and they faxed it to your headquarters. Therefore, I gave the notice required, I have returned the router, forwarded the deregistration note when it became available and I have left the country. I can forward you a copy of the email I forwarded to the o2 shop in Alexanderplatz if required.
This is is frankly ridiculous. I have done what I have asked, I have provided the information that you requested and I did give three months notice from 8 February. I expect that, in return, o2 would have the professional courtesy to cancel the account.
Hi Martin,
I'm sorry but we cannot terminate the contract until we received all required documents. At the moment a notifying certificate is missing, thats why we aren't able to cancel the contract immediately.
Best regards,
Michi
@o2_Michi
Please look back over this correspondence. 3 months ago I was told I need to deregistration certificate. This was provided.
3 days ago I was told I need evidence of my new foreign domicile.
Today you send me a form that needs to be submitted.
The document you require keeps changing.
There is a total lack of clarity in this process. Is there any way that I can escalate this issue to a manager?
Hi Martin,
@o2_Michi
Please look back over this correspondence. 3 months ago I was told I need to deregistration certificate. This was provided.
3 days ago I was told I need evidence of my new foreign domicile.
Today you send me a form that needs to be submitted.
The document you require keeps changing.
Yes, you're right. In order to terminate a contract within the contract terms we need a filled out form or at least the documents mentioned above. In our letters from march and may we never mentioned a confirmation of your employer or landlord, only the deregistration which you sent us on 5th of may. I already contacted the DSL team which is responsible for the early termination. If they end your contract immediately you will get an invoice with the three month fee. We can refund a part of the amount, the correct fee would be valid from 05/08/2019 (we got the deregistration) to 08/08/2019.
There is a total lack of clarity in this process. Is there any way that I can escalate this issue to a manager?
It's mandatory to send all required documents, but in the automated letter only the deregistration was stated. It's not your fault and in my opinion you don't have to pay till the regular end of the contract. You can escalate this issue to the following address, but they will probably answer, that the regular termination (11/28/2019) is correct because we didn't get the confirmation. I would suggest we use this channel and try to solve the issue, but it's up to you.
Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg
Fax: 01805 5717 66
Best regards,
Michi
Hi @o2_Michi
Thank you for the message.
Let’s proceed as you suggest then. Can you arrange that o2 invoice me asap for the remaining amount to 8 August? I will be visiting Berlin next week for three days and I would like to be able to close my bank account as I do not know when I will be back in Germany.
Martin
Hi Martin,
it depends how fast my colleagues from the clearing team will handle my issue and if they just terminate the contract. I keep my fingers crossed.
Best regards,
Michi
Ok, thank you. Please keep me informed. Do I still need to send that completed form?
Martin.
Sure, I'll do.
Do I still need to send that completed form?
Only if the clearing team will insist of the confirmation. In this (worst) case we would need the confirmation and they will terminate the contract after we got this document. I hope that they'll just terminate the contract.
Hi Martin,
I just want to inform you, that your issue hasn't been solved yet. I'll keep you informed, have a nice weekend.
Hi @03xzxzxzxz8,
just a quick update: the termination of your contract has been confirmed for 9th July 2019.
You will now get one more invoice in August as the final bill, and that should be it.
Hope this helps,
best regards,
Jan.
Hello, my question is regarding cancellation of a new signed (on 22nd of February) contract with smartphone purchase. I want to cancel it because I was given two sim cards instead of one and I was told the second SIM card is a spare one. But later on, when I received my first invoice I figured out that I was sold 2 different SIM card numbers with 2 different Tarrifs. The invoice amount was double of that I was told in the o2 shop. So now I want to cancel the second Tarif that I was not aware of till received the invoice. Could you please inform me how to perceed with the procedure .
Best regards
Hello, my question is regarding cancellation of a new signed (on 22nd of February) contract with smartphone purchase. I want to cancel it because I was given two sim cards instead of one and I was told the second SIM card is a spare one. But later on, when I received my first invoice I figured out that I was sold 2 different SIM card numbers with 2 different Tarrifs. The invoice amount was double of that I was told in the o2 shop. So now I want to cancel the second Tarif that I was not aware of till received the invoice. Could you please inform me how to perceed with the procedure .
Best regards
Doppelt: https://hilfe.o2online.de/mobilfunk-vertrag-tarife-15/new-signed-contract-with-mobile-phone-525704
