Dear customer servie,
I signed a 2-year contract which began to be effective in May 2013 and my package costs 24,99 euros per month. I want to cancel this contract. The reason is that I will leave Germany and go to Taiwan for exchange program. I will leave Germany on July 19th, 2014. Therefore, I would like to officially cancel my contract before July 19! I now have following documents;
(1) Photocopy of my passport
(2) Photocopy of my Germany visa (to prove that it only lasts until end of July 2014)
(3) Photocopy of my Taiwan visa (to prove that I will really go to Taiwan)
(4) Photocopy of Taiwanese university’s exchange student admission letter (to prove that I will really join the exchange program)
(5) Photocopy of airplane ticket (to prove that I will leave Germany on July 19, 2014)
I think the company also wants the leaving-the-city form from the city in Germany that I live in now. This is a problem because the city hall only allows me to process the leaving-the-city form on July 17, 2014. And another problem is I will close my Deutsche bank account on July 18, 2014. So, there's no way o2 can deduct next month's premium and penalty fee from my account. My questions are;
1. What other documents does the company need in order to let me cancel my contract?
2. After I get my leaving-the-city form on July 17, I can fax to company and can company deduct the premium for June and July as well as penalty fees from my Deutsche bank account on July 18, 2014?
3. How much do I have to pay in total?
Thank you so much!!
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Dear O2 customer service,@o2_Jessica
I wrote you two emails on 02.04.2016 and 18.04.2016 regrading this issue but unfortunately i didn't receive any respond from you.
My Mobile Number +49 (0)176 ********* was ended on 31 Oct 2015.
Recently i received some emails from ksp, saying that i should pay EUR 284,39 for the contract. I really don't understand what is happening.
I am writing to inform you again that the payment, which i owe you before, was already settled before i leave Germany on 30th October 2015 in Schusterstraße 25, Mainz. One of the staff there have also confirmed that i paid everything i should pay. On the same day I sent the original invoice to O2 office as well. I am attaching you now the photo of that invoice.
In this situation, It doesn’t make sense that i should pay extra money.
Could you please cross check if there is any mistake made by the administrative department or the staff in Schusterstraße?
Please kindly assist me. Thank you.
Yours Sincerely
LP So
Edit o2_Jessica: Please do not post personal data in a public forum!
I wrote you two emails on 02.04.2016 and 18.04.2016 regrading this issue but unfortunately i didn't receive any respond from you.
My Mobile Number +49 (0)176 ********* was ended on 31 Oct 2015.
Recently i received some emails from ksp, saying that i should pay EUR 284,39 for the contract. I really don't understand what is happening.
I am writing to inform you again that the payment, which i owe you before, was already settled before i leave Germany on 30th October 2015 in Schusterstraße 25, Mainz. One of the staff there have also confirmed that i paid everything i should pay. On the same day I sent the original invoice to O2 office as well. I am attaching you now the photo of that invoice.
In this situation, It doesn’t make sense that i should pay extra money.
Could you please cross check if there is any mistake made by the administrative department or the staff in Schusterstraße?
Please kindly assist me. Thank you.
Yours Sincerely
LP So
Edit o2_Jessica: Please do not post personal data in a public forum!
Hello laiiiping,
I'm sorry, but this is not in my hands anymore.
But it should have been clear to you, that you get a final revision after leaving Germany. But when you left the dunning letters could not reach you anymore.
Now, this is not our work anymore. In German it's called "Inkasso", I do not know if "dept collection" is the right word in English, but your case has been handed to dept collection. I can not do something now.
Kind regards,
Jessica
I'm sorry, but this is not in my hands anymore.
But it should have been clear to you, that you get a final revision after leaving Germany. But when you left the dunning letters could not reach you anymore.
Now, this is not our work anymore. In German it's called "Inkasso", I do not know if "dept collection" is the right word in English, but your case has been handed to dept collection. I can not do something now.
Kind regards,
Jessica
Dear customer service / @o2_Jessica ,
I will be leaving Germany and return to my home country in July, may I know what are the required documents / forms and procedures in order to cancel my mobile contract (2 years)?
Best regards,
ysthey
I will be leaving Germany and return to my home country in July, may I know what are the required documents / forms and procedures in order to cancel my mobile contract (2 years)?
Best regards,
ysthey
Hello ysthey,
the normal runtime of your contract is until January 2017.
So you definitely have to request an extraordinary dismissal because of moving to another country.
I am going to send you the form which you have to fill out to your e-mail address with which you are registered here. You also have to send your deregistration form to the company. Please keep in mind that afterwards you get a final revision (that includes 3 basis fees and the costs until the deactivation of your contract).
Kind regards,
Jessica
the normal runtime of your contract is until January 2017.
So you definitely have to request an extraordinary dismissal because of moving to another country.
I am going to send you the form which you have to fill out to your e-mail address with which you are registered here. You also have to send your deregistration form to the company. Please keep in mind that afterwards you get a final revision (that includes 3 basis fees and the costs until the deactivation of your contract).
Kind regards,
Jessica
Hello Jessica,
I have searched extensively and unfortunately I can not find your email... could you send it to me again?
Thank you very much!
Best wishes,
Lucia
I have searched extensively and unfortunately I can not find your email... could you send it to me again?
Thank you very much!
Best wishes,
Lucia
You are simply being cheated or bullied by O2 company. O2 delays your termination process since O2 can collect huge amount of money without providing proper services. I mean after a customer requests a termination process, there would be no duty for O2 to provide any connection to her or him.
For instance, assume that the average mobile or DSL cost of all the people is 20 euros. If O2 delays 100,000 people's termination, O2 can collect 100,000 * 20 euros (= 2,000,000 euros) without providing the service. In your case, they simply ignored previously terminated contract since they want to abuse your naive reaction.
If you have any friends or relatives who are lawyers, just calculate the time you consumed to solve the termination of your contract with O2 to get the money back. Since the process that O2 delayed causes psychological stresses and additionally unintended economic costs, you should be able to obtain proper reimbursement.
I am also quite disappointed by the fact that such a criminal behavior of a company can be accepted even in an advanced country like Germany.
For instance, assume that the average mobile or DSL cost of all the people is 20 euros. If O2 delays 100,000 people's termination, O2 can collect 100,000 * 20 euros (= 2,000,000 euros) without providing the service. In your case, they simply ignored previously terminated contract since they want to abuse your naive reaction.
If you have any friends or relatives who are lawyers, just calculate the time you consumed to solve the termination of your contract with O2 to get the money back. Since the process that O2 delayed causes psychological stresses and additionally unintended economic costs, you should be able to obtain proper reimbursement.
I am also quite disappointed by the fact that such a criminal behavior of a company can be accepted even in an advanced country like Germany.
Hi
My DSL contract terminates at the end of May2016.
I will leave Germany on the 1st of July 2016.
Is there a way for me to extend the contract by one month only?
Thanks
Alan
My DSL contract terminates at the end of May2016.
I will leave Germany on the 1st of July 2016.
Is there a way for me to extend the contract by one month only?
Thanks
Alan
Hi Jessica
Could you send me the form and information needed (including the mail address to send the letter) for cancelling the contract due to moving to another country? I am sorry to insist, but its been already two months since I started contacting o2 about this cancellation.
Thank you!
Lucia
Could you send me the form and information needed (including the mail address to send the letter) for cancelling the contract due to moving to another country? I am sorry to insist, but its been already two months since I started contacting o2 about this cancellation.
Thank you!
Lucia
Ok I see I misread my contract info... sigh, of course the contract is for much longer...
Anyway, I'm leaving the country on the 1st of July 2016 so I need to cancel it.
Any forms or info?
Anyway, I'm leaving the country on the 1st of July 2016 so I need to cancel it.
Any forms or info?
Hi O2,
I signed up for your DSL package. The line was supposed to be activated on last Friday. The activation did not succeed.
Then, you made another appointment on today, without my consent. I knew that 'cause I called your customer service number. The answering machine told me so. I got to an actual person to ask for the situation. Blah blah blah. Your explanation: you don't know why the appointment was made without me knowing. Sorry. And please be patient.
Yes. Ok. Then I waited from 1PM to 8PM. Half of my workday, again. No one showed up.
And now, what is your explanation? I know it is telecom. But, hey I'm your customer, right?
That's a hell lot of bad service.
What's the next step, then?
I signed up for your DSL package. The line was supposed to be activated on last Friday. The activation did not succeed.
Then, you made another appointment on today, without my consent. I knew that 'cause I called your customer service number. The answering machine told me so. I got to an actual person to ask for the situation. Blah blah blah. Your explanation: you don't know why the appointment was made without me knowing. Sorry. And please be patient.
Yes. Ok. Then I waited from 1PM to 8PM. Half of my workday, again. No one showed up.
And now, what is your explanation? I know it is telecom. But, hey I'm your customer, right?
That's a hell lot of bad service.
What's the next step, then?
Hi @o2_Jessica
Could you please send me the form for terminating my current contract? I'm leaving the country soon, my contract's been running a bit more than 2 years already so I'm on my first extension, recently renewed. I'm moving out of Germany a bit unexpectedly, that's the reason for the short notice, but I understand the contract might have to run 3 months more since the notice date, no problem about I just would like to notify with the correct documentation.
My contract only included phone line/internet, no phone, if that would matter.
Thanks a lot for your help, much appreciated.
Could you please send me the form for terminating my current contract? I'm leaving the country soon, my contract's been running a bit more than 2 years already so I'm on my first extension, recently renewed. I'm moving out of Germany a bit unexpectedly, that's the reason for the short notice, but I understand the contract might have to run 3 months more since the notice date, no problem about I just would like to notify with the correct documentation.
My contract only included phone line/internet, no phone, if that would matter.
Thanks a lot for your help, much appreciated.
Looks like it's pointless to write anything here, folks. O2 Jessica is apparently at re:publica and only posting about that. I don't blame her - I doubt they O2 pay her properly to look at this forum. Of course it's in O2's interest to delay responding to anything here - I really do think there's a basic motivation to screw customers for as much money as they can, and the lack of response in this forum is just one example. Find a German speaker and don't contribute to the illusion that this 'english community' is really a thing.
Hello @acz ,
first of all I want to tell you this: telling wrong things is not the nice way of doing something.
Yes, I visited the re:publica, and everyone can read my reports here, but I did it because I wanted to. And I wrote the reports because I wanted to. And another thing- we're working everyday here. We're the social media team that work here in the forum, on facebook, twitter, and a lot more pages online. So, as you may see, we have a lot of work to do.
And it is normal, that sometimes people get sick, or have vacation. And that is what the last days happened- some were sick, some were in vacation, I for example just had normal days off, and than you have to structure your work somehow, and my colleagues tried to do all they can. But sometimes you can not make everything at it's best. But we're always trying so. So please keep your comments for yourself.
And if you want to talk to someone at the hotline in English just tell them that you want to get called back, if the one you're talking to does not talk English, than you will get called back.
So, I just wanted to say this at first. And now I'm going to care for everyone here.
Have a nice day,
Jessica
first of all I want to tell you this: telling wrong things is not the nice way of doing something.
Yes, I visited the re:publica, and everyone can read my reports here, but I did it because I wanted to. And I wrote the reports because I wanted to. And another thing- we're working everyday here. We're the social media team that work here in the forum, on facebook, twitter, and a lot more pages online. So, as you may see, we have a lot of work to do.
And it is normal, that sometimes people get sick, or have vacation. And that is what the last days happened- some were sick, some were in vacation, I for example just had normal days off, and than you have to structure your work somehow, and my colleagues tried to do all they can. But sometimes you can not make everything at it's best. But we're always trying so. So please keep your comments for yourself.
And if you want to talk to someone at the hotline in English just tell them that you want to get called back, if the one you're talking to does not talk English, than you will get called back.
So, I just wanted to say this at first. And now I'm going to care for everyone here.
Have a nice day,
Jessica
We're really sorry for the late response, but we were (as I already mentioned) very understaffed the last days. But life goes on and we're trying to do our best here. Everyday that I'm working I also check the English-forum.
Hello again@acz ,
for the cancellation of your DSL-contract you do not need a special form. You just need to write your cancellation with the reason why (so, leaving the country) and you need the deregistration form.
Hi@ludurrieu ,
I have now sent you the needed form in English to your e-mail address with which you are registered here. Please also check your spam-file.
Hello@nam.ngo ,
I do not work on DSL things, but I am going to tell my colleague so that he will check everything for you!
Hello@sjr00 ,
I also sent the form now to your e-mail address! Please check that!
Kind regards,
Jessica
Hello again
for the cancellation of your DSL-contract you do not need a special form. You just need to write your cancellation with the reason why (so, leaving the country) and you need the deregistration form.
Hi
I have now sent you the needed form in English to your e-mail address with which you are registered here. Please also check your spam-file.
Hello
I do not work on DSL things, but I am going to tell my colleague so that he will check everything for you!
Hello
I also sent the form now to your e-mail address! Please check that!
Kind regards,
Jessica
Sorry you took that so personally. I wasn't really trying to offend you.
My objection was because there was a lack of response to my question for over a week: this is not specifically intended to be a complaint about you, but rather o2's ability to maintain this forum. Indeed you may be the only hope of getting things done and I'm sorry you probably get very little thanks for the good work you do here. In the meantime, although I accept my tone was not 'nice', it is fair for me to notify other users that responses are not coming and there are faster ways to get problems solved.
This part was just a fact, not my opinion. I feel bad for you because you have taken my complaint personally: of course I understand there are valid reasons why there was no response but you can't take that personally - it's o2's problem if they can't provide answers within a week (I don't know what an appropriate expectation is), but I think we both agree that it can be faster to use the hotline than to post a message here.
I wish you a nice day too.
My objection was because there was a lack of response to my question for over a week: this is not specifically intended to be a complaint about you, but rather o2's ability to maintain this forum. Indeed you may be the only hope of getting things done and I'm sorry you probably get very little thanks for the good work you do here. In the meantime, although I accept my tone was not 'nice', it is fair for me to notify other users that responses are not coming and there are faster ways to get problems solved.
This part was just a fact, not my opinion. I feel bad for you because you have taken my complaint personally: of course I understand there are valid reasons why there was no response but you can't take that personally - it's o2's problem if they can't provide answers within a week (I don't know what an appropriate expectation is), but I think we both agree that it can be faster to use the hotline than to post a message here.
I wish you a nice day too.
I really appreciate your answer @acz .
Yes, I did take your answer personally, because this English forum is something I really care about, because I know the problems of speaking another language and not finding someone who can help. So this here is definitely a part of the forum, I really care for. And reading this after not being here for a week just hit me.
But I also understand your point of view.
The next times we're getting new colleagues in our team, so that we can work faster and better to make the best.
That is always my impulse here- I really want to do the best for everyone. That's just my personality, and also why I took your comment personally.
Thank you again for your answer.
If you have something else- I will try to help you!
Kind regards, and a beautiful day (even if I'm sitting in the office now I'm really happy to see the good wheather and having a break in the sunshine)
Jessica
Yes, I did take your answer personally, because this English forum is something I really care about, because I know the problems of speaking another language and not finding someone who can help. So this here is definitely a part of the forum, I really care for. And reading this after not being here for a week just hit me.
But I also understand your point of view.
The next times we're getting new colleagues in our team, so that we can work faster and better to make the best.
That is always my impulse here- I really want to do the best for everyone. That's just my personality, and also why I took your comment personally.
Thank you again for your answer.
If you have something else- I will try to help you!
Kind regards, and a beautiful day (even if I'm sitting in the office now I'm really happy to see the good wheather and having a break in the sunshine)
Jessica
Dear Jessica,
I'm writing you this message as urgently need your help with my O2 contract termination.
I have a contract with O2 for mobile services (Mob # 0176******87 and plus 2 additional numbers for my kids) as I stayed in Germany for 20 months as a student.
On March 22, 2016 I have left the country back to my motherland Tajikistan due to accomplishment my studies. Getting prepared to leave Germany, starting from January 2016 I have tried to terminate the contract and contacted the O2 team for this. I have been told that I have to send my termination letter only together with the Abmeldung from Stadt Bochum before my departure.
As this abmeldung from the city Bochum is possible not earlier than 2 weeks before departure, I have checked out on March 17, 2016 and sent both these documents by fax to O2 customsservice on March 18 or March 21 (can't remember the exact date).
I left the country on March 22, 2016 and was not able to check the confirmation of termination of my contract. Until now I cant get confirmation of the termination of the contract from O2.
On 5th of April I have payed a bill for March. This week I have got a bill for April 2016 which means that my contract has not been terminated yet.
Now staying in Tajikistan it is extremely difficult for me to reach O 2 custom service department to sort out the issue.
Could I please get your advice and assistance in this?
I am looking forward to hearing from you
Gulshod
Edit o2_Jessica: I edited the phone number because of protection of data privacy.
I'm writing you this message as urgently need your help with my O2 contract termination.
I have a contract with O2 for mobile services (Mob # 0176******87 and plus 2 additional numbers for my kids) as I stayed in Germany for 20 months as a student.
On March 22, 2016 I have left the country back to my motherland Tajikistan due to accomplishment my studies. Getting prepared to leave Germany, starting from January 2016 I have tried to terminate the contract and contacted the O2 team for this. I have been told that I have to send my termination letter only together with the Abmeldung from Stadt Bochum before my departure.
As this abmeldung from the city Bochum is possible not earlier than 2 weeks before departure, I have checked out on March 17, 2016 and sent both these documents by fax to O2 customsservice on March 18 or March 21 (can't remember the exact date).
I left the country on March 22, 2016 and was not able to check the confirmation of termination of my contract. Until now I cant get confirmation of the termination of the contract from O2.
On 5th of April I have payed a bill for March. This week I have got a bill for April 2016 which means that my contract has not been terminated yet.
Now staying in Tajikistan it is extremely difficult for me to reach O 2 custom service department to sort out the issue.
Could I please get your advice and assistance in this?
I am looking forward to hearing from you
Gulshod
Edit o2_Jessica: I edited the phone number because of protection of data privacy.
Hello Gulshod,
yes, I will try to help you.
So, as I see in your data set you haven't send the needed documents.
There is a handwritten note of cancelation but not the needed form.
And in that handwritten paper you just ask for a cancelation to the next date that is possible. That would mean to the normal runtime end.
You also marked your cancelation online and confirmed it afterwards on the hotline.
But if you want an extraordinary dismissal you have to fill out the right form, and send the deregistration form together to Telefónica.
I have now sent you the needed form to your e-mail address with which you are registered here.
Kind regards,
Jessica
yes, I will try to help you.
So, as I see in your data set you haven't send the needed documents.
There is a handwritten note of cancelation but not the needed form.
And in that handwritten paper you just ask for a cancelation to the next date that is possible. That would mean to the normal runtime end.
You also marked your cancelation online and confirmed it afterwards on the hotline.
But if you want an extraordinary dismissal you have to fill out the right form, and send the deregistration form together to Telefónica.
I have now sent you the needed form to your e-mail address with which you are registered here.
Kind regards,
Jessica
And please do not post personal data here.
This is a public forum.
This is a public forum.
Hello. I will be leaving germany on june 9th and I want to cancel my o2 contract. I will be going to my home country and will settle there and not return back, so wanted to cancel my o2 contract. can you please tell me the procedure and send me the cancelation form along with the documents required please. Thank you in advance.
Hi Jessica
thanks. A technician came to my place and fixed the problem already. Though, the connection is very bad and frequently goes through short outages. I will call the technical support anyway.
Best, N.N
thanks. A technician came to my place and fixed the problem already. Though, the connection is very bad and frequently goes through short outages. I will call the technical support anyway.
Best, N.N
Hello divya2790,
for an extraordinary dismissal you need to fill out a form (I'm going to send you that to your e-mail address with which you are registered here. Please let me know if you did not get it).
And we also need the deregistration form, and also a verification like a registration form of your new place of residence.
Kind regards,
Jessica
for an extraordinary dismissal you need to fill out a form (I'm going to send you that to your e-mail address with which you are registered here. Please let me know if you did not get it).
And we also need the deregistration form, and also a verification like a registration form of your new place of residence.
Kind regards,
Jessica
Your e-mail address is not valid.
Can you check that and correct that if necessary?
Can you check that and correct that if necessary?
Hello, I know this question comes all the time but I am having trouble understanding my O2 contract and I cannot find the way to post in the forum.
So here is my situation:
I have O2 Blue All-in M Flex which I suppose is DSL + smartphone contract ?
If it is both I wish to cancel everything, do I need to send one letter or two ? (one for DSL, one for phone)
I should be able to cancel within 30 days right since I have the Flex option ?
Finally if you have a template of a letter I could use and the information required on it, it would be great !
Thanks in advance for your help.
So here is my situation:
I have O2 Blue All-in M Flex which I suppose is DSL + smartphone contract ?
If it is both I wish to cancel everything, do I need to send one letter or two ? (one for DSL, one for phone)
I should be able to cancel within 30 days right since I have the Flex option ?
Finally if you have a template of a letter I could use and the information required on it, it would be great !
Thanks in advance for your help.
Hi,
I will move back to my home country on 27th of May.
So I have faxed my cancellation form together with abmeldebestätigung on 17th of Myy around 9:30 AM.
I would like to know if you recieve my documents?
My phone number is 0176xxxxxx50 (lalida Sirianant).
and If you received, I'd need to wait for another 4 weeks then i can pay the 3 months fee. Is that right?
Best
Lalida
Edit o2_Jessica: I deleted the mobile number because of privacy protection.
I will move back to my home country on 27th of May.
So I have faxed my cancellation form together with abmeldebestätigung on 17th of Myy around 9:30 AM.
I would like to know if you recieve my documents?
My phone number is 0176xxxxxx50 (lalida Sirianant).
and If you received, I'd need to wait for another 4 weeks then i can pay the 3 months fee. Is that right?
Best
Lalida
Edit o2_Jessica: I deleted the mobile number because of privacy protection.
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