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I have been trying to change the contract owner to my former flatmate ’s name for about a month now. 
I am unable to change it via My O2 account:  I go to the link  www.o2.de/mein-tarif/vertragshalterwechsel  and enter the email address that I want the contract to be changed to. I get “Unfortunately your request could not be processed. Please try again in a few minutes .” I have been trying this via the my O2 account since July 12th. But until today, this is what I get when I try to change the contract owner. I have tried to do it from different computers and different browsers.

Following this, I called customer service and they said I can fill out a pdf form instead. I filled it out, and both parties involved signed it and I emailed the form to  o2_vertragshalterwechsel@telefonica.com  on july 25th . I emailed both the filled and signed form and my cancellation (Since I left the country already). Neither me nor my former flatmate have received any update or confirmation regarding the status of my request. I have spoken to three different customer service representatives until today. One raised a ticket for me and the other two said that they will call me back in 30 minutes. But nothing until now. 

 

As this matter is quite urgent for me, I kindly request you to expedite the process and provide me with an update at your earliest convenience. I sent a follow up email a week ago.

 

I would really appreciate it if I get any help regarding this. 

ask the new owner whether he has received an email *offer to change your contract owner*.

Hello, thanks for your response.
unfortunately she hasnt received any email. I asked her last night. I alos cross checked if the email address is correct and it is the correct email address. 

waiting for an o2 employee.

Hello @Rukhnara and welcome to our o2 community :-)

I had a look into your data, as far as I can see all necessary information was already provided so I tried to expedit this process. I will have a look into this after the weekend to check if progress was made :-)

Regards,

Lars

Hello, @o2_Lars 
Thank you very much for your reply :)) and thank you so much for looking into this! I really appreciate it.
 

We finally received an email from O2 on Friday (16.08.24) but it said this: 

“In order to fully complete the change of contract holder, the new contract holder received the pre-contractual information by email.

The future contractual partner must download the pre-contractual information and confirm the offer within 8 days, otherwise the change of contract holder will not take place.

Since the deadline has now passed, we will send another email later today.”

 

However, my flat mate received no such email containing the offer as it has been told above. I think there has been some error in sending the contract. Please resend the offer to her via email so that she can accept it on time. Could you also cc me in the offer email please (if that’s possible) ?

 

Thank you very much once again!

Hello, 
Good afternoon @o2_Lars 

 

My former flat mate MS, Woodman received an email from O2 regarding invoice stating that it will be deduced from my account for the billing cycle - July 15th to August 14th. Why is she receiving email about invoice but not a single email containing the offer? Although an email which we received last week stated that the contract email had already been sent, Ms. Woodman has NOT received any email till date containing the contract offer.

I have been trying to change the contract holder for almost a month now and I left Germany more than a month ago.

 

I am unsure what the issue has been on O2’s end to change the contract holder. 

 

Please look in to this. I would really appreciate changing the holder or just cancelling the contract since I already left the country. 

Thank you in advance

Hello @Rukhnara, I hope the emails have reached you by now. Since it's been a while since your last message, I'm positive that everything has worked out now.

If there is anything else we can do for you, I look forward to hearing from you here in our community. 😊

Kind regards, Ines.

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