O2 damaged my credit for no reason – and now ignores me.

​@schluej 

If you read every single word I’ve written, letter by letter, carefully, you would have noticed that the documents have already been requested — from Bissel + Partner, from the second inkasso today, and also from O₂ directly.

O₂’s responsibility does not vanish simply because a third-party collector is now involved.

O₂ had – and still has – a duty to provide me with transparent information, starting with the basic contract itself.

Expecting the original contract to be retrieved from a debt collector instead of the service provider is frankly absurd. This document should have been provided by O₂ at the very beginning.

Furthermore, it is O₂ who must explain why such actions are being taken — especially given that the disputed item still appears in my online customer portal.

Hello ​@Lionesse,

as of now the collection agency Riverty Services GmbH Gütersloher Straße 123 33415 Verl Tel. +49 5246 905 2110 info@riverty.com is now solely responsible and the contact any questions for your contract and all documentation regarding your contract has been handed over to Riverty by us, also we forward all communication since the handover to us to Riverty.

Best Regards,

Gerrit

​@o2_Gerrit 

Hello Gerrit,

Thank you for the information. However, your message raises more questions than it answers.

Could you kindly clarify — who exactly is responsible for explaining what happened?

Is it Bissel + Partner? Is it Riverty now? Or is O₂ still responsible for informing me why I was never notified about any failed payments, termination, or the involvement of not one, but two separate debt collectors?

Am I supposed to request the original contract — the one that defines the entire customer relationship — from a third party now? Is that how this works?

So let me get this straight:

You don’t provide the contract at the beginning.

You stop taking payments without informing me.

You create a debt based on that silence.

Then you pass everything to a debt collector.

And now, maybe, I’ll finally see the contract?

Who knows — maybe the whole scheme is written in there somewhere?

But how can I know — I never received it

You know what — I’m done fighting windmills.

This entire circus is being run against someone who receives Bürgergeld, without ever being shown a single contract or being told why two different debt collectors are suddenly involved.

O₂ never informed me about any contract termination, failed to answer multiple document requests, deleted my payment history — and now expects me to just “cooperate”?

I’m forwarding the case to the European Consumer Centre (ECC-Net).

As an EU citizen, I believe it will be easier to deal with them directly.

Let them explain how this situation is even legal, and whether I seriously don’t have the right to see the original contract that this is all supposedly based on.

Have a great life.

You do have the right to see the original contract and to be informed that the debt will be / has been passed on. There has clearly been a major breakdown on communication as the situation you describe us not normal.

You should see whether the consumer protection agency in Germany can help you. ECC-Net is primarily  for residents of EU countries who need help contacting the national consumer protection agency of another EU country.

​@Lionesse Responsible is now solely Riverty and not Bissel + Partner. Our obligation is to provide Riverty with the information they need to clarify your questions.

But as they are responsible, we are not allowewd anymore to clarify directly with you without Riverty. 

I understand that this handover can be confusing, and if there has not been information and documents provided that is not good but we are obliged to clarify it, only we can now, having handed obver your contract to Riverty, clarify this towards Riverty first.

I hope I could make the current state a bit clearer to you. 

Best Regards,

Gerrit

​@o2_Gerrit 

Thank you for your response – but let’s be honest: this situation is not “confusing” — it is disturbing and creates unnecessary psychological stress, especially for a Bürgergeld recipient like myself.

Let me clarify what happened:

– On 10.07.2025, I submitted a formal objection regarding the claim.

– On 02.08.2025, I sent a second, explicit request for documents – asking for the contract, termination notice, and the debt breakdown before the case was handed to Riverty.

– I received no answer to either request.

– I was never informed that Bissel + Partner had been removed.

– And now, I am told that everything has been transferred to Riverty, without my knowledge and without my consent.

This only confirms that there is no functioning communication between O₂ and its customers. It also shows that O₂ ignores all objections and due process, even when the customer is legally protected.

Let me be absolutely clear:

Refusing to provide the basic contract is absurd.

I do not consent to my contract – which I have never even seen – being handed over to third parties.

This is the fundamental agreement, and it is allegedly still active.

You were legally and ethically obliged to provide it already on 03.09.2024 – not to avoid responsibility now.

How is this even legal? Am I really not entitled to see my own contract from contract giver? 

​@o2_Gerrit 

Why don’t you simply send me the contract so I can see what this is all about? This is a matter of minutes, not a year — not a reason to hide behind debt collection agencies. As a customer, I have the right to access the contract on which any claims against me are supposedly based.

You are going round in circles here. I am sure ​@o2_Gerrit or any other employee would happily arrange this for you if they could, but they can’t. They have no access to your contract details and they are not allowed to share any information beaond the fact the the debt has been passed on and to who. That may sound strange but that is the way it is and the reason why - however illogical it may seem - you keep being directed to the debt collection agency, which for whatever reason is now Riverty.

You believe the contract is still active? Perhaps (but I am not sure) a moderator can at least confirm or deny this.

It is honestly in your best interest to seek advice and clarification from the consumer protection agency. They can explain your options. This is significantly cheaper than seeking legal advice from a lawyer.

​@bs0 

As I already said, I am tired of this situation.

I will forward everything to the responsible consumer protection authorities and clearly state that O2 refuses to provide the contract or any evidence.

If everything was in order, none of this absurdity would exist — and I wouldn’t have to waste my health and nerves because of O2’s negligence.

Right now, due to the stress, I have a fever and a headache. I don’t even want to hear about this company anymore.

But sadly, I can’t even terminate the basic contract, because I was never given its terms.

​@bs0 

I will forward this case to every responsible authority one by one— let’s see which one reacts first.

And for now, thank You every one, I phase out :)

I hope for your sake that you get an answer before the claim goes to court.

OK, understandable. You will most likely need to arrange an appointment for a consultation with the Verbraucherzentrale if you want them to assist you directly. Maybe you can report back in due course and let us know the outcome.

I will

Hello ​@Lionesse 🙂

since almost two weeks have passed, I just want to ask if there are any news regarding the issue. If there is anything we can assists you with infos, just send us a message here.

Best regards,

Michi

 @o2_Michi 

Thank you for reaching out.

Unfortunately, the situation remains unresolved due to O₂’s lack of any response to my official submission – it was merely “forwarded to the responsible department,” with no follow-up or substantive reply.

Meanwhile:

• Riverty rejected my lawful objection without addressing a single legal point raised, nor providing any of the requested documentation (contract, payment history, mandate of representation, etc.). Instead, they imposed an ~€85 “administrative fee” as a punitive reaction to my lawful request. One might conclude that an uninformed customer is considered the best kind of customer.
• Bissel + Partner has completely ignored the objection, showing a disregard for procedural and consumer rights.
• Riverty also changed the amount claimed and the due date before the original deadline had even passed, introducing confusion and unnecessary pressure.

The previous claims in your chat system that Riverty or Bissel are now my main points of contact are unfounded. Neither of them has provided any documents or substantive information.

If O₂ does not consider itself responsible for supplying the contract to the customer, and neither do Riverty nor Bissel, I hereby withdraw all document-related requests from you and delegate them to better-informed institutions.

Meanwhile, I will continue to pay invoices as usual.

This pattern of behavior indicates a serious lack of transparency and may constitute a violation of consumer protection law.

Therefore, the claim that “O₂ attempted to contact me” does not stand up to scrutiny. At present, O₂ is demonstrably failing to engage in any meaningful or transparent communication with me as a consumer.

Have I ever told you to contact the vebraucherzentrale?

I would suggest you to stop engaging with Riverty. Only if they pursue it as far as a Mahnbescheid would you need to respond (to the court) within 14 days rejecting the claim. At that point Riverty could in theory choose to file a claim, but then they would be forced to provide all the documents. If they can't they will have to drop their claim, but even if they can and if it can be shown that they failed to do so when requested earlier, the court will most likely reject their claim for any costs, even if it turns out that the debt was legitimate. It makes no sense refusing to provide the documents if they have them, other than to hope you will just pay up.

Bissel seem to be out of the picture.

It really would be a good idea to get some advice from the Verbraucherzentrale.

​@schluej 

Yes – I have already taken all necessary legal steps and consulted the appropriate bodies. I am fully prepared to assert my rights through formal proceedings if required.

​@bs0 

All I want to see now is Riverty’s power of attorney – with a date. And I requested it. But who nows, maybe I will be charged for it 🤣 Power of attorney dates truly matter to me. I want to see the actual legal foundation for the ongoing damage to my nervous system and the time lost from both work and private life.

Legally Riverty are not obliged to provide you with the power of attorney. They just have to ensure you that they are in possession of it (Zusicherung). They would have to produce it for a court, however, so if they don't have one they will not be able to attempt to enforce a claim.

What they are of course obliged to do is set out the full details of the debt and any documents necessary to legitimise their collection of it.

​@bs0 

Thank you for the advice, but I’m genuinely exhausted by all this. I have no intention to discuss it any further.

Hello ​@Lionesse,

I can understand that this situation is very stressful for you.

It's definitely a good idea for you to seek appropriate support in this matter.

I'm sorry we couldn't provide you with more information here.

We're happy to help you as much as we can.

Best regards

Giulia

​@o2_Giulia 

Thank you, Giulia.

I doubt you actually understand how it feels to be completely ignored when asking for basic legal rights, and then punished for asking again.

What I’ve experienced is not just “stressful.” It’s a systemic violation of consumer trust, and it has cost me health, time, and dignity.

Good morning ​@Lionesse.

We're sorry to hear that you feel misunderstood. We understand how you feel.

I'll send you kind regards

Kathi