Hello,

My contract ended on 26.09.2020 and I received an email saying that I would receive information about how to return the router. I did not receive any emails for this after a month, after contacting O2 hotline and asking what’s going on, they asked me to use dsl-retoure.o2online.de. I did so and the router was successfully returned and I received the return confirmation on 03.11.2020.

However I received the final invoice with “Schadensersatz für nicht zurückgesendete Leihgeräte” for €21.56. I called the hotline again and asked them, they said it was a mistake and they had fixed it and they would not deduct the money. But Yesterday the money was deducted from my account.

What options do I have?

Edit o2_Lars: Moved to existing thread

@mhabibi No panic. It was to late for stop the debit. You will return the money in some weeks. An o2 moderator will confirm this in your thread in some days. Please wait.

Edit o2_Lars: Moved to existing thread.

Any help here? I looked a lot of similar cases unfortunately happens with other O2 users.

I'm not sure what I can do, can I do "lastschriftrückgabe" in my bank? I was told before by O2 customer service that they would fix it but they didn't do it.

It's not cool that I have to pay an extra money without an explanation on what went wrong.

Edit o2_Lars: Moved to existing thread.

Please stay in one thread! You already received an answer there. It can take a few weeks for the money to be refunded (you actually sent the router back too late so you are not strictly entitled to a refund).

@bs0 I am strictly speaking entitled to a refund. In fact I should not be having to spend time about why I am charged extra at all!

I did not return the router late. I have all the emails and call details when I contacted the O2 customer service. I sent the router back immediately after I was instructed to use the return portal.

Yes, Joe Doe answered me there (is that even a real name?!)  but it does not help. I need to know why I have to pay extra while I was told by the customer service that it was a mistake and they’d not charge my account.

That is a question you will have to ask customer services.

OK great way of dealing with Customers. Charge them extra without any reasons and play them around. Customer Care gave me a number to call in case the problem is not solved. But the number is not even ringing.

The correct number to call is here: https://www.o2online.de/kontakt/#id-225744

You know the reason for the charge - as far as o2 is concerned you sent the router back too late (as per the contract) and the charge will have been processed automatically, i.e. nobody will have done this manually.

I received an email when I canceled my contract saying that I’d receive the information about the return. But I didn’t get anything. After some days I contacted customer care and asked them, they said “wait you’ll recieve and don’t worry about being charged” I still did not receive after a month after the contract ended. I called again this time they instructed me to use the portal and I sent it back immediately. So maybe the system should be fixed to send the return instruction in time. And for cases like me that the system did not work, there should be manual way to help.

I again called the customer care after receiving the invoice and explained and they agreed that’s been a mistake, but now you tell me because I send it late?!

Because of what I explained, no I do not know the reason for the charge at all and I do not want to pay anything extra.

Hello @mhabibi and welcome to our o2 community :-)

I merged your two threads together to have all answers together in one place :-)

I am sorry to hear there were issues with sending back the router. As far as I can see you already contacted our custonmer service prevously and our logistics departement is already looking into this. I just ask for some patience, I am sure this will be solved soon :-)

Regards,

Lars