Warum O2
Warenkorb
 Service
Gelöst

Looking for a clarification of my cancelled contract

J
Rang
Hi,
I have cancelled my O2 contract beginning this year. My new provider requested this cancellation.
I have received confirmation:
---
schade, dass Sie Ihren O2 DSL-Anschluss nicht mehr nutzen möchten.
Wir bestätigen Ihnen die Kündigung fristgerecht zum 15.03.2019.
Bis zum Tag des Wechsels zu Ihrem neuen Anbieter können Sie natürlich alle Services wie gewohnt weiter
nutzen.
Ihre letzte Abschlussrechnung können Sie noch bis zu 4 Wochen nach der Anschlussdeaktivierung
erhalten.
---

But I still receiving bills:
07.03.2019 - 33.86 EUR
04.04.2019 - 25.96 EUR
07.05.2019 - 34.99 EUR

At my main page for some reason I have end date of 15 July 2019



Invoices


Could anybody clarify what is happening.

Tried online Chat: receiving redirects and nobody reply in chat.
Cant reach customer support because voice menu do not recognise my voice and do not proceed to next items
In O2 shops nobody want to help, just saying that it is not theirs problem.

Today will send again physical mail with contents:
---
Telefonica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg

Ich bin #Name# (#Address#).
Ich möchte meinen DSL Internet Vertrag sofort kündigen.

Meine DSL-Telefonnummer: 089 - XXX
Kundennummer: XXX
---

What else I could do?
icon

Lösung von just_nobody 16 September 2019, 11:28

Zur Antwort springen
2 Anlagen

11 Antworten

o2_Lars
Hello @just_nobody,
I had a look into this. As far as I can see you already contacted us again via fax or letter and our colleagues from the cancelation department are working on fixing this issue as fast as possible. Please excuse any inconveniences, I am sure this will be fixed soon.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
J
Rang
Hi,

Why first cancellation was not accepted ?
I have cancellation confirmation email but O2 continued to withdraw money.
Would I receive them back ?

Thank You
o2_Lars
Hello,
your cancelation was accepted and you will recieve back any money that was deducted after the planned deactivation date. The cancelation department is already working on this, we have no possibility to speed this up, sorry.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
J
Rang
Hi,

Attached invoices screenshoot by my O2.

I received contract cancellation confirmation email at 5 of March which states contract cancellation at "15.03.2019".
With 4 weeks contract cancellation period at most I should pay for April and Mai ONLY at most.

= = =
...
schade, dass Sie Ihren O2 DSL-Anschluss nicht mehr nutzen möchten.
Wir bestätigen Ihnen die Kündigung fristgerecht zum 15.03.2019.
Bis zum Tag des Wechsels zu Ihrem neuen Anbieter können Sie natürlich alle Services wie gewohnt weiter
nutzen.
Ihre letzte Abschlussrechnung können Sie noch bis zu 4 Wochen nach der Anschlussdeaktivierung
erhalten.
= = =

Please clarify situation and maybe specify contact termination terms.

You mention that I would receive money back after planned deactivation date, so far I don't have any refund.

Thank You.


1 Anlage
o2_Lars
Hello @just_nobody,
I had a look into this, the contract itself is finally deactivated, hence the considerably smaller last invoice.
Unfortunately it seems that you did not sent back the router that you recieved from us, which will lead to another charge.
You can send back the router back to us without any additional cost by using our DSL logistics portal. Any money deducted regarding the router will then be transfered back to your account.
In order to transfer the amount of money back that was deducted after the planned deactivation please verify that the bank account that we have from you is still valid?
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
J
Rang
Hi,

Thank You for reminder about router return. Nobody yet said this anywhere.
Will check router serial number and send it back today/tomorrow.

I could not confirm my bank account is valid or not but it was not changed, so I could assume it is still the same in you system. At least I see invoice amounts in my bank account.

Thank You.
o2_Lars
Hi, @just_nobody.
I just ordered our financial department to transfer back the amount of money that has been deduchted since the time of the deactivation.
Most probably there will be another invoice, this time for the router, but as soon as the router returns to us this amount will automatically been refunded.
I hope I was able to help, if there are any more questions just feel free to ask :-)
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
J
Rang
Hi,

I did send back router and received confirmation.
I did receive refund from O2 for few month.
When I am log in to my account is says to me that contact is cancelled.

But I just received invoice to my email address.

I am very surprised by that and would ask for any legal reasons from O2 to send me invoices for terminated contract. Email states that "04.09.2019" this amount would be taken from my bank account. I hope this would not happen.

Could you please clarify why I am still receiving bills ?

Thank You.


1 Anlage
o2_Kurt
Hello there!

The new bill includes the hardware, I`m afraid.
My Co-Workers are looking into it, but this may take a few days.
My guess is, that there´s been an overlap between the date of the arrival and the date the amount got transferred to the billing system.

Viele Grüße,
Kurt
Signatur :)
J
Rang
HI,

Today I have checked my bank account and actual withdrawal in amount of - 36.20 EUR happened 4.09.
This is not funny any more. This transaction have no reasons and was executed without contract.

I am demanding to return my money back !

Tomorrow I would visit my bank and consult there. At least will try to cancel illegal mandate.

Looking for your reply.
Thank You.
J
Rang
10.09 I ve received 36.20 back.
Hope this would be end of the story.

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica