The fact that you have to return the router is stated in the contract. If you send it back quickly you will get the money back. 

https://dsl-retoure.o2online.de/start/Dashboard/Index

Thank you very much for your quick and informative reply.

I am sorry I thought it is a company courtesy to remind its valued customer (who at least pays monthly bills on time) to return the router after the termination of the contract, rather deducting money directly from the customer’s account on one fine morning.

However, the link is not working and asking to try again later. I hope it will work this way. I was just wondering if there are some other possibilities.

Thanks!

I am sorry, I think an honest customer can be expected to return other people's property to the owner without being asked, instead of just keeping rental stuff and hoping nobody notices.

The link works, I just tried it.

Hey chill! customer looking for help here!! Not what you think!!! If you cannot help, then you should be quite and do something else, not answering and making a false accusation to the customers. In customer services, we expect professional answers just like your other colleague did! Authentic, to the point, straight forward, not what s/he thinks!!!!!

I am sure you are newly appointed and also your answer made me and my friends no regret to leave the service of the company that you are representing. It's always the people that made the company win or losses its customer. I am extremely sorry in your case it was not winning. Thanks!

I would recommend reading the terms of use of the o2 community - this is a customer help customer forum. The fact that you are obviously not aware of this shows again that you simply don't read important things. 

In reality, customers are expected to behave like adults and fulfil their contractual obligations without the need for constant reminders. Get used to it.

Hello @Asif_rhine,

sorry to hear that your DSL router has been billed for. The devices that a custimer can rent or lease with a DSL contract are to be given back after the contract ends. For this you can use our DSL logistics portal, as @bs0 already pointed out. If the router is not sent back t us in time, a compensation will be billed, like it happened in your case. I recommend to send the router back as soon as possible. If you encounter any challenges with sneding back the router feel free to contact ask, we will answer as soon as possible :-)

Regarding this community, you will recieve answers not only from o2 employees which you can recognize on their nickname that starts with an “o2_” but from other customers also. They surely try to help, even if the tone may be rough from time to time.

Regards,

Lars

Dear Lars,

thanks for your reply. I appreciate your support and information. I already sent the router on the very next day of my first post here. One of the o2 shops helped me to do that. I found that the router was successfully delivered on 12 May but I have not received a refund. Is this process take several weeks? I am still waiting. Could you please suggest when and to whom should I contact in case I have not received the refund.

Thanks and regards

Hey @Asif_rhine, 

the refund started on May 15th 2020. Usually it takes up to ten working days until the money arrives.

Greetings

Thanks, I will wait then!