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O2 is deducting money even after de-registering account and moving to abroad

N
Rang

Hi, 

I have repeatedly informed O2 that I have moved permanently abroad at the end of July, and closed my O2 account, returned my router. Please find the attached proof of all the documents. 

Even after coming back, I had to pay to O2 from Auguest to October, 30 euro each month (which is extra). It is very hard to communicate rom abroad as my O2 account is not active any more. What  else can I do from abroad?

Please dont charge me further. I have already paid three months money to you even after doing all the formalities. I have all the necessary proofs of cancelling O2 contract and returning router (via DHL)

Best, 

Nivedita Sikdar, India

 

 

29.11.2022 08:36, o2_Giulia: moved from DSL, Kabel & Glasfaser: Router, Software, Internet & Telefonie to English O₂ Community: Broadband & Landline

Personal data (screenshots) removed, please note that this is a public community.

 

22 Antworten

o2_Manuela

Hi @niveditasikdar , 

welcome to our community! 🤗

Did you get a confirmation of the cancellation of your contract?

We also have a Service Hotline for English speaking people: 

When exactly did you send us the cancellation?

Did you also send us the deregistration certificate of the German residence and the registration certificate of the foreign residence together with the notice of termination? Alternatively, you can also send us the rental contract, employment contract or the certificate of enrollment from abroad.

 

Best regards, 

Manuela

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
N
Rang

Thank you Manuela for the reply.

I have all the proofs of cancellation.

  1. First I have requested for cancellation (online) and received confirmation with necessary address details and barcode. 
  2. I sent the router and along with the necessary documents (city deregistration+ landlord documents etc.)
  3. I have confirmation from DHL service that the router has been delivered. 
  4. Please send me one corresponding email id, I will send all the documents to you via email. Here, I am unable to attach more documents.

 

o2_Giulia

Hello @niveditasikdar,

if you have sent the cancellation in the parcel together with the router it went to our logistics partner company and we have not received it.

Please use this form for your extraordinary cancellation: Kündigungsformular and chose “Außerordentlich” (extraordinary)

 

 

 

 

 

 

Please give as many details as possible. There you can also upload your documents and add a text message.

Best regards

Giulia

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N
Rang

Hi Julia,

I have cancelled O2 as per your suggestion. Find the attached proof. Today I received this mail from O2 service. O2 has fined me 135 euro even after cancellation. Please help me here. 

Best,

Nivedita

 

 

o2_Giulia, 20.01.2023, 14:33: personal Data deleted

o2_Giulia

Hello @niveditasikdar,

your contract was cancelled on January 6th. Up to this date we have been calculating the landline charges because we did not receive your cancellation until December 6th. I am sorry but the invoice is correct.

Best regards

Giulia

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N
Rang

Dear Julia, 

Thank you for your reply.

I understand this but this is not my mistake that the router did not reach the destination. This seems very unfair that you have charged me for some technical reasons. This is not a mistake from my side. I left Germany and I did not have any control over what was happening there. I have officially cancelled before leaving Germany and all the required documents are attached. 

My original cancellation initiation date was 11/07/2022 and officially router returned date was 26/07/2022. I have all the documents to prove it. Still you have charged me for August and September and I have paid it. 

I am sorry that I can not pay this money. This is not my mistake.

Best,

Nivedita

 

o2_Giulia

Hello @niveditasikdar,

the router has been received as a return shipment, which is not unusual since many of our customers also use their own router.

Your cancellation was sent to a wrong adress and did not reach us.

I am really sorry but unfortunately we cannot issue a credit note in this case.

Best regards

Giulia

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N
Rang

Dear Julia,

Here is the proof or contract cancellation with autogenerated shipping address. Before sending I also checked from internet and O2 community forum that this is the right address to send to. 

I also attach here DHL tracking  number. 

My point is I did not make any mistake that you are charging me such huge money. Even I paid for August, September. 

Best,

Nivedita

 

o2_Giulia, 20.01.2023, 16:16: personal data deleted

 

o2_Giulia

Hello @niveditasikdar,

as I already tried to explain this is not our adress. KOMSA AG is a company that handles the logistic orders (i.e. router returns) for us. They have nothing to do with cancellations.

Your router has been received well and there were no charges for the router after all.

Best regards

Giulia

 

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N
Rang

Alright Julia, I will pay the money. Give me couple of days to send to you.

Best,

N
Rang

However, It would have been really great if you could have reduced the total amount to some extent. 

It is a lot of money and officially I did not not do any mischievous step. 

Best,

Nivedita

N
Rang

Hi, I have sent the money, please confirm the same.

Best,

Nivedita

N
Rang

Hi,

please confirm the payment.

Best,

Nivedita

o2_Giulia

Hello @niveditasikdar,

I will have a look tomorrow. At the moment, it has not been received yet. Have your entered your customer number as well?

Best regards

Giulia

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N
Rang

Hello, 

The Kundennummer was mentioned. Please have a look and let me know. 

Best,

Nivedita

 

 

o2_Giulia

Hello @niveditasikdar,

the payment has arrived and your account with us is now balanced.

Best regards

Giulia

 

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N
Rang

Hi,

Thank you for this information. Could you please send me one confirmation letter/certificate mentioning that O2 has finally terminated the process with my customer number. I would require this for future record. 

Best,

Nivedita

o2_Giulia

Hello @niveditasikdar,

I have asked our cancellation department to send the confimation to you via email, as it has already been sent to your German adresse by letter.

Best regards

Giuia

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N
Rang

Hi Giulia, 

I have not received any cancellation email so far. I need this for my future reference. Please provide me one related document.

Recently, I have received this following email from O2. I am not sure why again they are crediting 2 euro. As far as my understanding the billing is complete. Could you please clarify this? 

Best,

Nivedita

 

o2_Giulia, 19.02.2023, 09:38: personal data deleted

o2_Giulia

Hello @niveditasikdar,

this invoice is your final invoice. It shows a balance in your favor of EUR 2,06. We can transfer it to your bank account on file with us. If your bank details have changed in the meantime, please write to us using the contact form: Kontaktformular (o2online.de)

Our cancellation department have sent the confirmation on January 31st to your email adress. Please also check your spam folder.

Best regards

Giulia

 

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N
Rang

Dear Giulia,

Thank you for the information. I can not take back the money as I don't have any existing bank account in Germany. Hence, there is no possibility to transfer the money.

I have not received cancellation confirmation email, it is also not there in spam folder. It would be very helpful, if you could send me the cancellation confirmation email once again. 

Best, 

Nivedita

o2_Matze

Hi @niveditasikdar 

I have asked the specialist department to resend the termination confirmation to you by e-mail (I guess the whole thing will take three to five working days)

and from now on, you should not receive any more bill notifications.

Kind regards Matze  

https://g.o2.de/wcr

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