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Still charged afer closing connection

A
Rang

I have moved abroad and hence closed the connection on 28th Feb. I called  customer care and they asked me to send email to impressum@cc.o2onine.de, info@o2.com  to close the connection. I returned DSL on 28th Feb and sent email to above Ids.

But I have been charged for March & April. I have sent 4 emails to  impressum@cc.o2onine.de, info@o2.com . Emails to  impressum@cc.o2onine.de are bouncing and info@o2.com did not respond 

 

@o2 customer care, Could you please close my connection and refund the amount charged for March & April? My details below:

 

XXXXXXXXXX - Phone number
Kundennummer - XXXXXXXXXX
My DSL Number - XXXXXXXXXX

Edit o2_Lars: Please never publish any personal information in a public forum. Moved from Mobilfunk/Tarife to English/Broadband

11 Antworten

o2_Sven

Hello @amehra ,

I’m not sure why you were told to send your request for cancellation to those addresses. An immediate cancellation because of you moving abroad, should be send in by post or via fax together with the necessary documentation. This is a copy of your deregistration here in Germany and then a similar form from your new residency. Sending an email is not sufficient to end the contract at this point.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
A
Rang

Thanks for reply.

 

  1. Could you provide fax number, where I can send this?
  2. I will fax following. Is that okay? Or anything else needed?  a. City deregistration from Germany          b. Passport copy. I have moved to my home country where I am citizen. I don’t need to register here as per local rules.
o2_Sven

Hello @amehra ,

the fax number would be the 01805 57 17 66. If you do not need to register in your home country, then you should provide a copy of your rental contract or an employment agreement. A copy of your passport wouldn’t be enough.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
A
Rang

Thanks again. Please confirm following:

  1. The number to send fax from abroad would be +49-1805 57 17 66. Is that correct?
  2. I have my own house here, so don't have a rental contract. Can I send electricity bill in my name? Or else suggest what else can be sent?
  3. I don't have employment contract. I have formed my own company and am a director here. I can send you the copy of a page downloaded from Govt site(Ministry of corporate affairs) which mentions my name.
  4. Could you share the email id, where I can send you above documents? This will help your customer care to confirm that the documents are correct and okay with you. So then I can send the fax.
o2_Matze

Hi @amehra 

  1. The number to send fax from abroad would be +49-1805 57 17 66. Is that correct?  -->Yes, the Number is correct. 
  2. I have my own house here, so don't have a rental contract. Can I send electricity bill in my name? Or else suggest what else can be sent?-- > Yes that is a possible option 
  3. I don't have employment contract. I have formed my own company and am a director here. I can send you the copy of a page downloaded from Govt site(Ministry of corporate affairs) which mentions my name. --> This is also a good alternative
  4. Could you share the email id, where I can send you above documents? This will help your customer care to confirm that the documents are correct and okay with you. So then I can send the fax.. → Just sent everything via fax, that's enough for our cancellation department   

Best Regards Matze 

https://g.o2.de/wcr
A
Rang

I have tried to send it 4 times by fax and get the message “Number Blocked”. Could you please accept the cancellation request and documents via my registered email or o2 phone app? All my other subscriptions were cancelled via company’s website. It’s only O2 which is so difficult that I have to send it via fax.

 

I am really disappointed with such a difficult way of closing the connection. I wish there was a simpler way.

bs0
Rang
Benutzerebene 7
Abzeichen +7

Unfortunately o2 does not have an email address for customer services. I agree with you that this is not very customer friendly for situations like this, but if you cannot fax the documents then you will need to send them by post.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

Please share the complete address for me to send documents.

 

Not having a digital way of accepting cancellation via email or app is a unthinkable in today’s world. It’s a big trouble especially for people from abroad. It has costed me roughly 100 euros with billing and failed attempts to send fax already. I wish O2 cared about their customers’ troubles from abroad.

o2_Kurt

Hi @amehra ,

 

sorry, that this process caused you so much trouble. Here is the adress in question:

Telefónica Germany GmbH & Co. OHG
Kundenbetreuung / Retention Services
90345 Nürnberg
 

We also have a form which you could use, just for that purpose. You can find that document here:
o2 Formulare im Überblick: Jetzt als PDF herunterladen (o2online.de)

After the receiving the documents, the cancellation will soon get in touch with you.

Best regards,
Kurt

Signatur :)
A
Rang

Dear Kurt,

I sent the documents on 4-June-2022. I am still charged and have not got any email yet from O2 about cancellation. I was charged for this month again.

This is really really not good on part of O2 to make things so difficult. I am not able to login to my myO2 app now on my mobile.

Could you advise:

  1. How do I get the confirmation when the connection will be closed?
  2. Is there a customer care email where I can send email and ask for confirmation?
  3. I would request that If possible, please refund the 125 Euros that I have been charged even when I am not using it.

Best Regards

Atul

o2_Kurt

Hi @amehra ,

 

the documents arrived last week. Our cancellation department will get in touch wth your asap. They’ll also look into the bills and cancellations, of course. We’ll have to wait a little bit more, I’m afraid. After that, you’ll be informed via mail about the further steps. Sorry, that I can’t answer your questions at this moment.

Best regards,
Kurt

Signatur :)

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