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termination of DSL contract

S
Rang

Hi,

I have tried to cancel my dsl contract from 1 April 2022. We are moving to a new address from 15 March, where O2 can’t provide the same speed. So I was told by an O2 employee that I have the right to terminate. I have sent my termination letter together with proof of address change two times. The second time, I went to their address in Nürnberg and dropped my letter in their post box myself. But they simply say they have not received my letter. I am desperate now with their customer service. They keep telling me to send the letter again and again. I don’t know what to do. 

 

Edit by o2_Katja: Moved from dsl to our english community

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Lösung von o2_Matze 23 March 2022, 18:19

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8 Antworten

B
Rang
Benutzerebene 7
Abzeichen +1

I went to their address in Nürnberg and dropped my letter in their post box myself.

This is practically impossible, as the customer service address is simply a corporate zip code. There is no street and no house number and therefore no post box where you could have dropped the letter. 

Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg

S
Rang

I went to their office. The receptionist said no body can talk to me in person, but I can drop my cancellation letter in their post box here: 

Südwestpark 38, 90449 Nürnberg

B
Rang
Benutzerebene 7
Abzeichen +1

I can only recommend to use the officially communicated customer service address and to send the letter as registered mail. In the event of a dispute, the customer must be able to prove that the notice of termination was received in good time. 

o2_Kurt

Hi @Sahel Rmzt ,

 

a few letters did arrive. My co-workers are still going through the documents you’ve sent. Once you have the Anmeldebestätigung, please send it over as well. Once everything has been checked and confirmed, wel’get back to you at once.

Reagarding the adress or drop-off: I’d also recommend sticking to the letter or fax, whenever possible :hugging:

Best regards,

Kurt

Signatur :)
S
Rang

Good that the third letter finally arrived. We will register our new address two weeks after moving, because we need to book an appointment. Why should we pay extra 2 months, without using your services? I have sent you other proves of moving

o2_Matze

Hi @Sahel Rmzt 

The prove of moving comes with the “Anmeldebestätigung” and -as Kurt wrote- once you have the Anmeldebestätigung, please send it over as well. Once everything has been checked and confirmed, wel’get back to you at once.

Best Regards Matze 

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

Now I have sent the Anmeldebestätigung, but still no confirmation of cancellation!

o2_Matze

Hi @Sahel Rmzt 

Thank you for your Update. Your cancelation request is still being processed by our colleagues. You will be contacted as soon as there are any news regarding your case. 

Best Regards Matze 

https://g.o2.de/wcr

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