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hello!
I’ve been contacted with one of the customer support service employees on 07.01.2020 at 13:03 since there is an important issue that I can only solve with the DSL customer support on the phone. However, when I asked them if they can speak English, the woman on the phone said “ Yes, I can but I won’t because this is Germany, no English.”. I told her that this problem is urgent and very important, and asked her to at least to try to explain a little bit to solve this problem. She said “No, I won’t speak English.” Btw, I’m saying everything in English because I can’t speak even one word of German. I told her that she is being racist and I’ll report this but she didn’t care and said “No English, then we don’t solve the problem. Byeee!” and she hanged up the phone to my face.

I’ve been trying to find a contact to report this behavior but I couldn’t find anything on O2’s website. Can you please tell me where can I report this person who was racist and refused to do her job and fix my problem?

 

Thank you in advance for your answers!

Why don‘t you write a letter? Take the address from the bills.

Apart from this:

What does the refusal to talk in a foreign language have to do with racism?

 

That isn´t racism, you called a german speaking hotline.

 

Ask a german speaking friend for assist with your Call.

@kikirik what hotline number you call? 089787979400? Have you ask her to forward your call to an english speaken operator? 
One thing. Say to her that she is a racist was not good idea. The people at the hotline are not paid high and it is not in their employment contract that they have to speak english.

But yes. o2 should have an official english speaken hotline with an extra phone number.

Hey! I am a customer of this company and  I have all the rights to be supported. If they won’t do this, then they should write in the contract that I cannot get any support or be a customer of O2 if I don’t speak German, right?
This person understands everything perfectly and tells my face that she understands English and can speak English but she doesn’t want to. Why? No reason, she just doesn’t. So, it’s not like she can’t - I have fully respect to that of course. And yes, she can refuse to speak English even if she knows English but in this case she has to speak and solve my problem.

You may think that this is not racism but I believe racism can be in many different forms and this is definitely an example of that.

Thank you for your answers!

@kikirik what hotline number you call? 089787979400? Have you ask her to forward your call to an english speaken operator? 
One thing. Say to her that she is a racist was not good idea. The people at the hotline are not paid high and it is not in their employment contract that they have to speak english.

But yes. o2 should have an official english speaken hotline with an extra phone number.

Yes, I asked her to forward me to someone who I can communicate but she didn’t want to do that either. Another annoying thing is, she was giggling while saying these..

Hi @kikirik ,

 

Welcome to our Community. :relaxed:

 

Firstable I have to say sorry for what happened at the hotline. :disappointed_relieved:

I admit our english support still has a huge potential, but just not helping our customers is not our philosophy and understanding of customer service.

Our complaint management is located in Nuremberg where you can send a written letter to the following address:

 

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

 

It helps to send my colleagues also the date and time of your call which you mentioned above. We would be happy to solve your issue regarding your DSL, if it’s not been solved yet.

Feel free to explain your issue here and (or via private message if you prefer, in this case we’ll send you a pm) we’re glad to help you to solve it here with you.

 

Best regards,

Michi

Hey @kikirik ,

 

if theres anything we can assist you with, just let us know. :wink:

 

Michi

 

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