Hello ​@anarlee 

while ordering a new contract/tarrif we are sending a summary of the regarding contract via email with all features, fees and prices. Can you please tell us the monthly price which was listed in the email?

Did you turn off the sim card in the mobiles options while you were in turkey?

Best regards,

Michi

Moin Moin,

turkey is not in the EU if you use the SIM outside the EU you have to pay for using!

Read the contract and do not sign if you are not agree with the payment.

If you are sign a 24 month contract you could only cancel the contract after the 24 month.

The consumer protection authorities Is a good idea, they could explain you what you have done wrong.

​@o2_Michi 
When I had a call with the customer support he even recorded our talk and the updated price was 15 euros. Well guess what after the phone call I indeed got a email saying that the total was 20 euros. What happened after I tried to call again? I cannot reach that support person anymore and the others wouldt help me. Submit another report? And wait another month? Come on for gods sake.

I did turn off the sim card. Was it turned off? Your bill will say otherwise anyways. I cannot pay as much as my plane tickets everytime I leave the contract. I am not really here to debate. I have been through once already. I also submitted complaints to the website

​@schluej hey hey Mr. Geography, I am indeed aware Turkey is not in Europe and I did not claim the otherwise. Did you get paid by O2 to write those 14831answers to other people who also suffered from O2 scams? Do you have a official o2 account after all that is verified? I would like to talk with that one. or is it you again ​@o2_Michi ?

​@anarlee 

Did you get paid by O2 to write those 14831answers 

NOPE

Do you have a official o2 account…

I don’t know what you mean.

 or is it you again ​@o2_Michi 

NOPE

If you use the SIM outside the EU why is it a scam to bill you, for using the service?

Do not enter the PIN if you don’t want to use the SIM. 

Here are some information about contracts:

https://www.evz.de/en/shopping-internet/online-shopping/right-of-withdrawal.html

Maybe it would be a good idea to have a friend with you who speaks German when you deal with contracts so that you can avoid such problems in the future.

As to your "demands". If you believe you are entitled to a refund, you can use the contact form to provide details of why you dispute the charges.

I think you know yourself that an immediate termination of the contract is unlikely to be approved, but you are free to try. http://info.o2online.de/kuendigung/

You could / should have cancelled the contract within 14 days if the email contained the wrong price.

60 Euros because your phone connected to the internet is unfortunate, but you cannot blame that on o2. You can, however, learn from this and in future ensure that the phone is unable to connect to the foreign network.

Not everything that goes wrong is a scam!

​@bs0 
Thank you for your response,

Instead of friends speaking German I wish some of the o2 employees were more honest.

Regarding my demands, I tried to explain myself with very limited number of characters through o2 complaint forms. Until they give me a reasonable answer I will rant around in this community and more publicly too.

Hello ​@anarlee,

I have looked into your case, but cannot see any scam here, your contract was properly signed in an o2 shop, the conditions were implemented accordingly.

In addition, our employees had given you further discounts for withdrawing your cancellation. You received these too.

With regard to the additional costs for roaming in Turkey, these are fees incurred for using the mobile internet. Unfortunately, I cannot understand why you are subsequently complaining about these, you should have received information about the fees when you entered the country.

It is certainly annoying if the bill is higher than normal. However, I do not see any fraud here.

Please note that in our community we attach great importance to polite and respectful interaction with one another. Since this is a public forum, this also applies to other users. I ask you to bear this in mind in the future.

Best regards

Giulia

Dear ​@o2_Giulia 

your contract was properly signed in an o2 shop, the conditions were implemented accordingly.

It was not. I was told a price completely different. They gave me a second sim card I never took out of the package and I am also paying for that every month.

In addition, our employees had given you further discounts for withdrawing your cancellation. You received these too.

Your employees indeed saw that I was right in my complaints. And they called me and told me I was gonna get 10 euros discount. I DID NOT. I got 5. It never got implemented properly.

Unfortunately, I cannot understand why you are subsequently complaining about these, you should have received information about the fees when you entered the country.

It is certainly annoying if the bill is higher than normal. However, I do not see any fraud here.

Turkey situation is just another drop, a big one. I tried my best and also turned of the sim card and bought another eSIM card but somehow o2 sim card was apparently still being used. Getting informed about that at 60 euros is just cruel and can be hard to avoid. It happened not once but twice. Do you realize how much I have paid for o2 services without my consent just because I was informed wrongly in the first place in the store. I am being abused by your contract both mentally and financially.

Please note that in our community we attach great importance to polite and respectful interaction with one another. Since this is a public forum, this also applies to other users. I ask you to bear this in mind in the future.

I am trying my best to be respectful and polite and have not really used any vulgar words so far. But if a undercover o2 employee is trying to tell me where Turkey is located with a veery passive aggresive tone, I would like them to be notified about it too.

Thank you

​@anarlee many people don’t know the turkey is not a member of the EU, that has nothing to do with location! And i am not an O2 employee

Hello ​@anarlee,

If you were promised other terms in writing in the o2 shop, you would have to complain about this directly there. We only have the contracts and terms agreed there and we cannot change them retrospectively.

I regret that unwanted connections apparently occurred when using your smartphone abroad. These connections were apparently made via your mobile phone number. However, we cannot accept responsibility or the costs for this, I am sorry about that.

Best regards

Giulia

​@o2_Giulia store? What about the phone call I had with the o2 employee. It seems to me that you did not address the points I clarified above but 

we cannot accept responsibility

I cannot accept it either. It is unacceptable to me how zero understanding has been shown to me.

I have not had one good experience with o2!

Hello ​@anarlee,

I'm sorry if you feel you've been treated unfairly. Unfortunately, our employees cannot subsequently change a contract concluded in the store. The additional discounts that were granted to you were made possible as a gesture of goodwill due to the withdrawal of your cancellation.

I am very sorry that we cannot help you in this case.

Best regards

Giulia

There appears to be a big difference between your expectations and the reality of the situation.

You would like o2 to refund for costs you incurred whilst in Turkey, but there is no contractual basis for that. It is understandable that you would have liked o2 to have done so anyway as a goodwill gesture, but you cannot demand that.

Contracts concluded in a shop are signed so as long as the contract you signed matches the conditions you received it is irrelevant what was discussed in subsequent phone calls. As such it is quite right that any complaint be addressed to the shop.

You may not have received the service you would have liked from o2 and it is OK that you are dissatisfied and want to express that. This doesn't change anything regarding the contract situation, though.

​@o2_Giulia 

I cannot necessarily accept the usage of the word of “goodwill” so often, I wish I was indeed shown some of this goodwill. Goodwill would have been actually cancelling my contract when I asked instead of giving a “10” euros discount for limited time which turned out to be 5 euros discount. I cannot accept this new narrative where O2 has been trying to show this goodwill to me all the time but my ungrateful self has been just complaining.

I have been a customer of O2 for 12 months now. I just went to the invoices and did a very simple maths and on average my monthly fee has been 37 euros. THIRTY SEVEN. Let’s remember the fact that even 25 was never for my budget and I tried to cancel it multiple times and was just given the “goodwill” 5 euro discount for very limited time.

I am sorry but I cannot afford another 60 euros roaming charge. I am also looking forward to an actual goodwill at this point.

If you can’t offer the 60€ than don’t use the mobile service in a non EU country.

If you use the service than you have to pay. You should be happy that we have a limit of payment now.

A few years earlier there was no auto stop for charging!

A contract for 24 month could only cancel after the 24 month.

​@schluej 

Astroturfing refers to the practice of posing as ordinary users to promote or defend a company, creating the illusion of grassroots support while concealing true affiliations. Many responses from your side here seem to fit this pattern. I will not engage with such messages from you and will only communicate with verified O2 representatives. I can also gather 10 friends in this thread and get support

I will not engage with such messages from you and will only communicate with verified O2 representatives. I can also gather 10 friends in this thread and get support

That is childish.

This is a discussion forum. Everyone is entitled to their opinion and whilst you may not agree with the way it is written, Schluej’s comments are his opinion and the content is not incorrect. You just don’t like the comments. That is OK, but then just ignore them rather than posting baseless allegations.

You are requesting goodwill and if o2 is not prepared to give you what you would like and you are not prepared to accept their decision then the answer is to move to a different provider when the contract ends.

If you only want to communicate with o2 then you should choose a different channel.

​@bs0 

I was warned about sticking to polite and respectful manner while posting but I do not find the other user’s fitting to that description either.

quoting ​@o2_Giulia 

Please note that in our community we attach great importance to polite and respectful interaction with one another. Since this is a public forum, this also applies to other users. I ask you to bear this in mind in the future.

And it is also my opinion that the act of Astroturfing is happening and you are also a part of it in my opinion and now you are calling me childish for that. 
​@bs0 you were also there in my first post defending o2 non-stop. I do not think you are here to maintain a healthy community but looking for o2’s benefits. I can see you two liking each other’s comments in my first ever post months ago. The pattern is not hard to see.

​@anarlee i am a O2 customer like U. But i think it would be not helpful to tell you thinks that are not right.

As I already write above, go to consumer protection authorities = Verbraucherzentral.

The could explain you, what you don’t understand. 

You will not solve your problem if you spam in the forum… that my experience.

​@anarlee 

Yes, your behaviour is childish and accusing others of astroturfing because they don’t agree with your view is disrespectful. Now you have also started spamming in year-old threads.

I can assure you that am not defending anyone or taking sides (why should I?) but giving my personal opinion. If you don’t like that or even don’t believe that, that is honestly not my problem.

Good luck with your quest for justice. I also think an appointment with the Verbraucherzentrale might be a good idea to enable you to clarify your sitiuation.

​@bs0 I cannot blame you much you are also doing your job. Are you also just a customer who surprisingly happen to fight in the frontlines defending O2’s side? You were also doing it 10 months ago in my first ever post. I also cannot keep replying to. It is obvious that big chunk of your life is spent on o2 customer service website. I hope you are enjoying it. I will also try to not respond to you anymore per reasons I gave you. You can call me childish for that it is fine.

Good luck to you too with your fun life living in O2 forum :))

No problem at all. I also have no intention of responding here anymore. If you want to think that I work for o2 that’s fine. I know that I don’t, this is not a customer service website, I am more than happy with my actual job which has nothing to do with Telefonica or even telecommunications, and I have plenty of fun in my life, thank you for your concern.

As I already wrote, I am not defending anyone, I just don’t agree with you. Now or 10 months ago. Those are two separate things entirely. Not that it is any of your business, but I in fact spend a very small amount of my time in this forum, albeit quite regularly - out of interest.

Believe it or not, consumer protection is something I am a strong supporter of. I also believe, however, that the customer is not always right. On that note...

We only have experience with German consumer law. There is no point in making someone feel like they are in the right when they are not!
If you use a service, you have to pay for it. If you can't configure your phone so that it doesn't use the O2 SIM, that is not O2's problem! Why should O2 give you a credit here?
Contract law is well explained in the link above, just read it and then see if your idea fits with what is explained in the article.
Get advice from Verbraucherzentral, then you will have an opinion from someone who is on your side. They might find something that will help you with the contract.

​​​​​​Hello ​@anarlee,

while ordering we are sending the list of costs etc. via email. When the contract has been orderred, there are two options if the terms are not like desired: you can contact our customer service and if its possible the contract can be modified (if something went wrong). If thats not possible you have the right to withdraw the contract in any case within 14 days. After this period, we can only check the email with the stated conditions which has been signed.

Best regards,

Michi