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Termination of contract not happening

B
Rang

Hi,

I moved from Germany end of August. I cancelled my contract (I had mobile phone and land internet). I received the instructions to return the router. I returned the router (I have confirmation that it was delivered). Everything seemed ok. But, every month since I still get charged for internet, even though I returned the router as requested upon yermination of my contract. Btw, my contract was on a month to month basis (two years long expired), I had a right to cancel at any time. I do not get charged for my mobile phone any more, only home internet (35 euro). Which is strange, since they got the router back long time ago orderly. I repeatedly cancel online, get an email saying that I made the request, but the contract is never cancelled. 

 

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Lösung von o2_Sven 19 December 2022, 14:31

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8 Antworten

o2_Sven

Hello @Bobi77 ,

you’ll have to sent in another cancellation, you can do this easily online. While we received a request to terminate the current contract from you back in October, the provided data on that request did not match the contract that you have with us. Points such as the phone number on the request completely differed from the one that belongs to your actual contract. As such the request was denied at the time and we sent out an answer for you to please provide us with the correct data, I assume this never reached you as you were already out of country. So please enter another request for cancellation, if you need any support for this, please let us know.

 

Kind regards, Sven

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

Thank you for your response.

I will try yet again.

However, I did cancel the contract in August, that is why you O2 required the router back (you sent me the sticker for sending etc). So I do not understand how can you keep charging me each month if you have the router back after I cancelled the contract.

 

Kind regards.

o2_Sven

Hello @Bobi77 ,

the cancellation that was entered in August was for your mobile contract, the link that you received for the router to send it back comes from a contact with the customer service that you had on the 18th of August, there is a direct entry concerning that topic in the system. A cancellation for the landline contract was never within the system.

 

Kind regards, Sven

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

Ok, we will see

o2_Sven

Hello @Bobi77 ,

you again send us a cancellation with the number of the already deactivated mobile contract, if you want to cancel the landline contract, please actually include the data that belongs to that contract.

 

Kind regards, Sven

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

 

I actually cancelled the contract in August by phone by calling you and telling that I am moving away and terminating my contract. I am sure you can check that.You acknowledged this. For whatever reason, you decided to request the router back but keep charging me for the fixed internet part of my contract (even though you took the router and I moved away and there is another tenant on the address using a different provider/contract for months). So I am amazed that you think you are able to legally keep charging me for a service I am not physically able to use. 

Hopefully you are able to identify me now with the 'correct' number. 

Please now, cancel my contract and let me forget about German consumer practices.

B
Rang

Did you receive the correct information for cancellation now?

I have received another invoice for payment. Thank you very much.

 

o2_Sven

Hello @Bobi77 ,

a deactivation for the DSL contract has been set and in January the contract will then end.

 

Kind regards, Sven

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

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