Wrong invoice from contract's mistakes

Hello ​@Umg ,
welcome to our o2 Community 😀
You currently have two active contracts. 
A DSL contract and an o2 Home contract for mobile phones. 
The o2 Home contract was concluded on 30.07.2024. 
You have also received an email confirmation. 
Is this the contract that you think you don't need? 
Kind regards 
Solveig 

Hi,

exactly because I don’t remember me requesting  that one!! I asked you to renew my DSL contract and NOT  Having a second random contract accompanied with undesired emails and a post. For which usage may be? Just one person in a house??

I really thought you have made a mistake and you would realise it by the end of my previous contract in September but you are still double charging me.
 

I hope cancel that one and refund all the charges as soon as possible 

Regards

Hi Team, 

I'm still waiting for your feedback please.

Best Regards 

Marie

Nobody in the forum can terminate a contract for you. This is also not something you should try to sort out by phone, so if you believe a contract was not properly concluded by yourself, you should explain the situation in detail in writing. You can use the contact form on this page to contact o2 directly: https://www.o2online.de/kontakt/.

Why did you not revoke the contract when you received the email confirmation in July?

Also, I see in another thread here that this is not the first time this has happened. Coincidence? Last time you received an early termination as a good will gesture, but o2 might be reluctant to do this again.

Dear o2 community, 

I hope I’m communicating with a human being.

As I previously explained, my request was to renew my existing contract. The email I received was titled:

“” Schön, dass Sie sich erneut für uns entschieden haben. “”

Considering the email title, what would a reasonable person understand? A contract renewal or a request for a second contract? The logical interpretation is a renewal.

How could I cancel something I was not even aware had been issued? In my phone conversation with the agent who handled the renewal, do you see any request from me for a second contract? The main discussion was clearly about renewing my previous contract.

If you review the second, unwanted contract assigned to me, you will see that not a single GB has been consumed”a clear indication that I never requested it, neither aware of it, nor intended to use it.

My Requests:

- Stop misleading customers through unclear promotions, miscommunications, or pushing them into agreements they never explicitly requested. Customers should not have to monitor O2 emails constantly to avoid being trapped in unnecessary contracts.

- Cancel these contracts immediately. I should not have to go through a lengthy process for something I never initiated. This is something you can resolve within minutes.

- received a package in a large box that I neither requested nor opened. If it is related to the second contract, please arrange for its collection, or I will return it. Let me know if I need to attach an invoice with the return.

• REFUND ALL THE AMOUNT AUTO CHARGED FROM MY CARD from that fake unwanted contracted : please either name you may call it for your business interest,  I don’t care. I need this whole amount refunded.

If I had truly requested this contract, how could I possibly be unaware of it?

I urge you to rethink your approach and improve both your marketing strategies and customer service skills. Unethical practices like this only damage trust. I expect a swift resolution to this matter.

Best regards,

Marie

Edit:o2_Lea/22.02.2025/personal data censored

Yes, of course you are communicating with human beings who understand what you are saying / how you interpret the situation. This is, however, not something that can be simply resolved in a forum where you are communicating primarily with other customers and the moderators have no possibility to decide whether to end contracts or issue refunds. For a hopefully swift resolution, you should send your requests to o2 via the contact form as already mentioned: https://www.o2online.de/kontakt/.

But what’s the advantage of this forum? 
do you have a specific line of requests you accept and others you don’t?

Im here because other support was helpless. At least you are communicative. They don’t care stalling me for an hour on a phone until I get tired and hang up. 
 

looking forward to your support

Edit:o2_Lea/22.02.2025/personal data censored

Be aware that I’m blocking your transaction from now in until my issue is resolved

Hello ​@Umg,

you have repeatedly published personal data about yourself. I have gladly removed them all for you. please be very careful not to publish any personal data, as this is a public forum. This is only for your safety. 

It doesn't sound great that you have an unwanted contract. We'll be happy to take a closer look for you and get back to you. 😊

If by 'blocking your transaction' you mean that you are simply going to stop paying, that is going to make your situation worse, will lead to further costs and could ultimately lead to problems with your creditworthiness.

A moderator has offered to look at your situation. If they are able to help you in any way they will.

Thank you. I’m looking forward to your support

Hello ​@Umg,
it's sad that it went like this for you and that you didn't get a good impression. Yes, the subject of the e-mail is probably not informative enough. If you take a closer look, it should be clear whether this is a contract extension or an additional, new contract. You should generally take a closer look at the documents, no matter what they are about. That's why you have the right of withdrawal. 
The Homespot contract in question was concluded in July 2024 and all contract information was sent to your e-mail address on file with o2. I am very sorry that there was obviously a misunderstanding when you signed the contract. As bs0 has already written, it would be better if you send us a contract dispute and briefly but specifically state your concerns, preferably directly via the contact form. Then the responsible department can examine it more closely and make a decision because unfortunately we cannot make this decision from here.
Best regards

Kathi

Dears

How far along is the process? What is the purpose of this forum if not to resolve client queries rather than just defend O2? If you already have all my data, why can’t you simply transfer my request to the cancellation department instead of making me go in circles?

I need this second, undesired contract to be canceled immediately. I never requested it, and I cannot afford to pay for something I did not sign up for. Whether an email was sent or not, I am insisting that I never agreed to this contract. Who authorized it? Who requested it? If an agent set this up without my consent, then they should be held accountable.

Furthermore, stop misleading customers. We are not constantly monitoring, translating, and evaluating every promotional message from retargeting ads—unless we specifically expect something that requires our approval or appeal. Reviewing emails should be a voluntary action, not a trick to bind customers into contracts they never intended to sign.

If I had knowingly requested this contract, why would I need to revoke it within 14 days? I was unaware of this contract until I noticed I was being charged double for three months—this prompted me to contact you again.

With all due respect, I consider this fraudulent and I need it to be resolved immediately. I have been chasing this issue for more than a month now, and it seems your goal is simply to keep charging me unfairly. I am tired of repeating myself when your experts already are simply getting the situation. However, I will not stop until I receive a fair resolution from you. 

I expect an urgent response confirming the cancellation.

Nobody here can decide about cancellation. A moderator can check the status of your case as it does seem to be taking a long time, but you can also get in touch with o2 via the contact form.

What is the purpose of this forum if not to resolve client queries rather than just defend O2?

Nobody here is “defending” o2. The forum is primarily for customers to help each other and discuss relevant topics. The moderators can resolve some requests, but others they can only forward to the department responsible.

Could you please then forward my query to the department in charge and follow up in the case to get it resolved soon?

It’s really hard to reach them; they don’t respond and even if they do they pretend having understood but don’t solve anything 

I already reached out to them, they made me wait for so long on call but nothing reached out

Hello ​@Umg,

I could take a look, the colleagues from our department responsible for checking early cancellations have receiced your cancellation request and will respond to you by letter or e-mail as soon as possible.

Please keep us also updated here and as any questions that might arise.

Best Regards,

Gerrit