Cancellation because exploitative contract and sales practices

Hello @Gusgus,

I already answeredyou here: Click - but let’s stay in this thread.
I did not read those information here before.

Just to remind you - according to our Netiquette it is best for us who work on your concern to stay in one thread. You can of course always help and assist other people with your knowledge in other threads, but double postings with you concern may cause a bit of confusion.
Here is our Netiquette:

• Netiquette - Our guidelines in the o2 community

You say that the call was several months ago now? That means that the withdrawal period is already over.
Briefly: When concluding a contract online or on the phone, customers have the option to cancel within 14 days if something has been misunderstood or if the contract is not what the customer wanted. After signing the contract, you will be sent all the relevant documents with all the information about your new contract. You can also view everything in your app and your customer account.
I am of course sorry if something went wrong.
However, if you didn't cancel in time after checking everything, there's nothing we can do about it.

We can only offer a new bundle contract with a discount on the contract by combining the contract and device if the contract is actively renewed. These are only possible from 12 months contract term. After that, you can also renew in combination with the new device! 😊

Kind regards
Jessica 🌷

Hello Jessica and thanks for answering, you mentioned this:

”We can only offer a new bundle contract with a discount on the contract by combining the contract and device if the contract is actively renewed. These are only possible from 12 months contract term. After that, you can also renew in combination with the new device!”

Can you please explain more? What discount? Is this just one of the options offered online? I want to know if it makes sense because the offers I got on the phone with o2 sales were very expensive. I would have had to pay over 90euros a month for 24 months without even having unlimited internet. The 2 year contract I’m hooked to is very expensive and has no benefits.

I also want to know if I can access the recording of the conversation I had with the O2 person who changed my Flex contract. I asked to listing to it to customer support on the phone but was not allowed. I want the file.
 

Regards

Hello @Gusgus,

thank you for your answer! 🌷

First to the recording:
No recordings of the phone calls are kept. These are only recorded at random and can only be used for training purposes. After only a few days, however, these individual recordings are also permanently deleted.

Next, the other concern:
If you buy a bundle of a tariff with a new mobile phone, you get a so-called hardware discount on the tariff. This depends on the contract and the price of the device. But remember: the new iPhone 13 Pro costs a lot of money. There is no discount on the price of the device; as already mentioned, it is only available on the tariff.
And then you can pay off these devices at o2 for different lengths of time - if you want to pay off the mobile phone within 24 months, the instalments are naturally higher than for a longer period. In addition, you can also see the difference in the price based on the storage volume and the colour of the device.

You can play through this yourself using an example. You will then see the differences quite clearly.
For example iPhone 13 Pro Max: Click

Depending on which tariff you combine with it, you will receive a corresponding discount on the tariff. However, the handyrates remain the same, which can ultimately lead to a high total monthly amount.

Kind regards
Jessica 😊

Hi Jessica, 

Thanks for answering,

About the iPhone, 
If I understand correctly you are just telling me that I need to make a new contract detached from my current one. Basically the same thing I was told by customer service on my calls. Correct?

About the recording:
If the conversation was deleted there is no record of me agreeing to my current -abusive- contract, thus I should be able to get out of it legally. is the Schlich­tung Te­le­kom­mu­ni­ka­ti­on the legal entity to help me do this?

Regards.

Hello @Gusgus,

there is a difference between the entire call recording and the agreement to a contract. The call recording is deleted accordingly, as described by me. The consent, on the other hand, is recorded separately. By this I mean only the consent, nothing more. As I said - for telephone contracts, all customers have a right of withdrawal without any reason for 14 days. Accordingly, if you did not check your contract documents and let this withdrawal period expire after you agreed to the contract, the contract is binding.

About the mobile phone:
No, I mainly want to give you the options. As already mentioned, you could also wait a little until you can actively renew yourself and get a bundle offer accordingly.
But if you need a new device right now and don't want to wait, then the only option right now is to buy/order the phone individually.

Kind regards
Jessica 🌷

1.

by “wait a little” you mean until the first 12 months of my current 2 year contract? 

2.
I would like to access the recording of my contract. How do I do it?

Hi @o2_Jessica Jessica, 

Can I expect an answer? 

@o2_Jessica nothing?

Hello @Gusgus,

of course you can expect an answer from us.
However, here in the community we are not a real-time chat, but a forum. Here, the contributions are processed and answered bit by bit, from old to new.
And the English support is in the hands of a few staff members, someone of whom has to be on site, of course.
Regular waiting times, depending on the volume of questions, can range from just a few days to a week or more (which we try to avoid).

To your point:

1. yes, that's what I meant. Since the contract has been concluded and cannot simply be cancelled, that is one of the options. Waiting until a possible renewal to be able to get a bundle offer (as already described above).
2. there is no access to a call recording.

Kind regards
Jessica 🌷

@o2_Jessica Don’t mark anything as solved. O2 refuses to send me the recording to my contract and told me they deleted the conversation on the phone.  

I want my recordings.

Technically there is no proof I have a contract right now. This is not solved. 

Hello @Gusgus ,

according to your wish, I’ve removed the “Best Answer” marking, eventhough what Jessica said was correct. You agreed to the conditions of your current contract back in October 2021, any recording that was done back then would have been for internal training purposes only, a separate recording in the way that is used with the changes to the “Telekommunikationsgesetz” under the rulings of the EECC was not done back then.

Information concerning the change to your contract including the duration and how to cancel the change were send to to the emailadress you gave o2. Afterwards you had 14 days to carefully study the contract and then decide if you want to keep it with those conditions or if you’d rather return to your previous contract. You made no use of this, therefore the contract is binding.

If you need a new smartphone you always have the choice to buy one separately as Jessica already explained.

Kind regards, Sven

Hi Sven, so just to confirm. You are saying that there is no recording of me agreeing to anything and no signed form either. Is this correct?

That is what Sven is saying, yes. The recordings were only made at random and anonymously for training purposes. The contract terms are confirmed by email and if they are wrong or you change your mind then you can cancel within 14 days.

Ok yeah I found i received a contract but it’s not signed

Contracts do not have to be signed to be valid.

In that case I would be binded to every contract o2 sells team sends me. For example 2 weeks ago i was called by a lady from o2 trying to sell me a second line. I told her I don’t speak english and she should send me what she means in written form. I received a similar unsigned contract to the current one I have. I called customer service to warn them i don't want anything and they told me if I don’t sign it then it’s not binding. Hope I don’t get another horrible surprise.

To add to this, the way contracts and contract changes work has changed rather significantly at the end of last year. As the conditions of your contract were changed back in October 2021, this was still handled differently.

Kind regards, Sven

​@Gusgus  At this point, I’m here to support other random customers and hopefully receive some support in return because O2 employees seem skilled at gaslighting customers and even using fake “public accounts” to defend their side. We need to stand together and support each other against this injustice!

@anarlee Please don’t dig up and spam year-old threads due to your personal dissatisfaction.

​@anarlee I understand that you want help. Please do not reply to several older posts. Unfortunately, that doesn't help anyone. As I have seen, you have received support in the other post. You can continue there.
Best regards

Kathi