I'm having a problem returning a phone. I bought it on the 19th Jan, I got it on the 22nd Jan, I decided on that day I didn't want it and tried to start the return process.

I tried from the O2 app, but when i press on the "lieferdokumente und Ruecksendung" the screen goes black and it doesn't matter how long I wait, nothing else happens. I tried on the website via the link https://logistik.telefonica.de/retoure/o2/customer, and entered my information, I was sent to the next page where it said I had been sent an email with a passcode I need to enter to continue, no email arrived.

I checked my spam and bypass folders, I checked all inboxes and found nothing, I also checked my email rules and reports of refused emails and there was nothing. I tried again and tried the link on the page that said "send again" and it asked if I wanted it sent to my phone by SMS, though the number displayed was not my current number. I logged back in to the O2 app, and the only number on my account is the number I got from O2, the correct number, I changed it and put the same number back in, just in case and tried again on the return website, it still proposed sending the SMS to my old number, and if I clicked on email, the email still did not come.

I called up the hotline and explained this to them, they sent me an SMS (without asking which number to send it to, it came directly to my current number) that they said had the form to fill out, however it was simply a link to the same website I had already tried.

I called again and they assured me that they would send my the form this time, not a link, they said they could not send it during the phone call but would send it after. when the SMS came it was the link again, same problem.

I called again and I was told that this was a problem they knew about and that from the 1st of Feb, the emails would arrive if I tried again.

I tried this morning and it is still the same.

I called twice today, the first time the operator put the phone down while I was half way through explaining the problem, the second time the operator tried to sell me a new tariff in stead of solving my problem, then told me that he would send me the form by SMS, I told him to make sure it was not just a link, he assured me it was not, and also said he could not send me an SMS while I was on the call and that he would send it once the call was over. I ended the call and the SMS never came.

I am completely at the end of my rope with this, I just want to send back the phone and every way I have tried is blocked to me. I need help with this.

edit o2_Solveig 02.02.2024, 16:25 Uhr moved from o2 Mobilfunk → Englisch Community