.

Hello @Eugene24, it’s nice to read you here

We’re happy to welcome you as a new customer. That you haven’t been informed about the connection-fee (Anschlusspreis) is very unfortunate.

Where have you ordered the contract? Was it online, via chat, in a shop or at our hotline and which tariff in particular have you ordered?

I assume it’s an internet-at-home tariff, is that correct? Have you ordered it in combination with a router?

Kind regards, Rebecca

Hi Rebecca,

Thank you for the quick answer.

So I ordered the contract via o2 website (by the link with corporate discount).

Could you comment all these lines, I’m interested in  especially Eimalgebuhren.

There are two almost the same lines (the difference is one word - “Option”). Of course, below you give me a discount, but it is funny! Marketing of 99 Level!

I talked with my colleagues and friends who use different ISPs, so all of them told me that their ISPs didn’t charge any money for an initial connection.

Hi @Eugene24 ,

I understand your frustration and i think i can see where the problem is rooted.

I’ll translate the Einmalgebühren:

Connection fee O2 HomeSpot - this is the fee for the initial activation of your new contract. This fee has been discounted further below, as you have pointed out.
Connection fee option O2 HomeSpot - this fee is for the supply and usage of the router you ordered. It shows up after the router has been selected, before that it won’t show any one-time fees as initial connection of the contract you chose is free.
Shipping fees - i think these are quite self-explanatory 

Do you still have the e-mails we’ve sent you after you ordered the contract? The contract overview (Vertragszusammenfassung) should show all the fees that will be charged, including one-time fees.

Kind regards, Rebecca

Hi Rebecca,

Sure, I have emails with some numbers. In both of them you didn’t charge from me 69 EUR.

First one is 

The second one

So it is why i expected to see 22,98 EUR not 69EUR!

If you want I can forward to you original emails. 

Hi @Eugene24 ,

Thank you for providing the screenshots  After taking a look i’ve noticed that both one-time fees have a discount to them. See the items on here with the minus in front? That means it’s a discount.

For some reason the discount for the “Anschlusspreis Option o2 HomeSpot..” didn’t take effect. I’m sorry for the error. I have issued a refund of the 49,99 € which have been wrongly charged. It should be credited before the current bill will be debited from your bank account, otherwise it will appear on the next invoice.

Kind regards, Rebecca

Hi Rebecca,

It fits to me. Thank you very much.

I hope next time everything will be good.

Hey @Eugene24 ,

You’re welcome, i’m glad we could be of help 

I hope you don’t have to, but if you have any questions or concerns please feel free to get back to us.

Kind regards, Rebecca

Hi Rebecca,

sorry that bothering you again, one question.

You said that you refund 49,99 EUR, but how does it work? Is this money deposited into my account? Where Can I check it? I’m asking because I didn’t find anything in the mobile application.

Hey @Eugene24 ,

You’re never bothering us, if you have any kind of questions about your contracts we’re happy to help 

The refund will be deposited as credit on your o2 customer account and deducted from your next bill(s). You will be able to see it on the upcoming invoice.

Kind regards, Rebecca