The problem is that there is actually no right ro revoke a contract concluded in a shop, which is why the shop should have processed the cancellation as they have to consent to it. Did the shop at least give you something to send to o2 to show that they had approved the cancellation?

Incidentally, you do get a receipt for positing a letter in Germany, but you have to choose the service “Einschreiben”.

If you are patient, a modeartor will look at your case in the next few days and tell you what the status is. 

Hi, the O2 shop told me to write a letter explaining everything and attach the “deregistration” to the city. And Saturday I went there and showed my letter for them to tell me if it was enough. And they told me it was. Sorry I don’t remember the name of the manager or the guy that helped me. 
I can send you a picture of my letter and this “deregistration” to the city. 
I was told several times that I would not be charged that’s why I don’t understand the emails I keep receiving, I thought it was already cancelled. As they have informed me in the shop there. If it was up to me I would have stayed in Germany, but unfortunately I had to come back in a hurry. 
If the shop had told me I needed to fill some form I would, but they told be otherwise and I did everything as instructed. So please, help me.

Yes, I am patient, I just don’t want to pay for something I was told not to or be treated as if I was in default. You can email me, I don’t have the contracted number anymore. 
Thank you.

Hi, 

Do you have any news on my case? 
I just want to fix this situation. This is very frustrating they told me on the shop that I didn’t have to pay or sign any form and now you are telling me otherwise, I’m very anxious with this matter because I’ve never been in default for anything in my life. 
If the moderator needs more information I’m available by email. Please I just want to fix it. 
I’ve tried to contact you in other ways with no success that’s why I’m here in this forum again, sorry. 
Thank you.

Which case? This is a platform for talks from customer to customer. We are clients. Until now NO o2 employee was in this thread. You must accept 3-7 days for a o2 employee. I personally would write a letter.

Sorry, I didn’t know that. Mail is not working in my country. I can’t send a letter.
I thought an employee would reply here. Sorry.

Hey @BarbaraMello72,

welcome to the o2 community.

Please excuse that the answer took so long. Have you already received an answer from our customer service?

Please send your phone number / customer number and your four-digit personal customer code to @o2_Support in a private message.

We will then look at your case! Please write us again here, if you have send your private massage.

Greetings,

Flo

Hi. 
No, I haven’t received an answer from your customer service yet. I don’t know if they have received my letter, probably not. And the hotline does not answer.
I don’t have the phone number anymore I’m not using it since March. I also don’t have a four digit personal customer code and I don’t know what that is, sorry. I’ve sent a lot of information to your twitter because it was the only way to contact you. Anyway, there you can see a lot of information to locate me and my case, if it even exists. Your twitter account said they would forward the messages to the customer service but no one replied yet confirming that they did.

It’s nighttime here, very late, so I’ll answer you better tomorrow, or in a few hours.

Thank you. 
 

@BarbaraMello72 

I apologize for the inconvenience. I can imagine that the situation seems very complicated.

Please sendthe data also to @o2_Support (via pm). This is the only way I can look up your data in our system.

Greetings,

Flo

Sure. I’ll do it in a few hours, it’s 3am here. I’ll send all the information to that link then. Sorry but what is “via pm”?

Thank you.

@BarbaraMello72 

you can contact our @o2_Support Account with a private message :)

Hello @o2_Flo , @o2_Support ,

I am having a simular issue where I had to leave Germany in a hurry due to coronavirus.
And I would like to cancel my contract. Please let me know how I can go about that. 
I see that I can do through the o2 app, but it is in german and it is confusing to know which way to take. 
Please give me some guidance. 

Thank you,
Aline

Hi @ali_ne_ ,

via o2 App you can set your priority notice, but you have to confirm your cancellation within 10 days in a call. You can find all details about the cancellation HERE.

If you have further questions feel free to ask us.

Best regards,

Michi

Hello @o2_Michi ,

Thank you for your response.
Through that link, I am opening the “Set your priority notice”, but when it opens, it just opens to my data with this link: https://www.o2online.de/ecareng/uebersicht/no-udp?subscriptionId=1108069497
I do not see anywhere where I can click to cancel my subscription.

Thanks,

Aline

Hi @BarbaraMello72,

thanks for your reply at @o2_Support.

I just had a look in your data: Unfortunately, we did not yet receive a cancellation letter from you.

Can you please follow the instructions mentioned here: cancellation because of moving abroad .

As you ordered your contract in a shop, you do not have a withdrawal right of 14 days. Therefore, I like to ask you to fill out this document .

As soon as we have all the requested documents, we will cancel your contract as soon as possible.

Loving greetings,

Tobias

Hi @ali_ne_,

thanks for your reply.

As you would like to cancel your contract because of moving abroad, we need a cancellation letter from you. Please use this form: cancellation because of moving abroad .

As you see in the letter, we need also some additional documents in order to end your contract as soon as possible.

As soon as we have all the documents from you, we will end your mobile phone contract to the earliest date possible.

Loving greetings,

Tobias

Hello @o2_Tobias ,

Thank you for your response and the link provided.
However, I have moved back home and we do not have those “registration certificate of your present place of residence”. Which can be an alternative here?
I however will be able to find a confirmation of my employer.

Thanks,

Aline

Hi @ali_ne_,

thanks for your response.

In order to cancel your contract, we need the following documents:

• a deregistration certificate of Germany
• a notification of your new, foreign domicile (alternatively a confirmation of your employer or landlord)
• your approval for us to charge you the all-inclusive basic fee for 3 month

So, a deregistration certificate of Germany (Abmeldebestätigung) and a confirmation of your employer would be sufficient for us.

We look forward to receive your documents.

Loving greetings,

Tobias

Okay, thank you @o2_Tobias . Got it. 
I am going to deregister online. I know it is not within your responsabilities, but if you know about them, you can let me know which one is more reliable between these 2 online services of deregistration.
1. https://www.buergeramt-termine.de/deregistrationservice
2. https://deregistration.de/
I know it is too much, this is just in case you know :) 

Thank you.
Aline

Hi @ali_ne_,

sorry, I cannot help you in this regard. I was never in the position to deregistrate myself from Germany.

Perhaps some of our experts can help you @bs0 or @TBCMagic?

I hope that they will reply to you here.

Loving greetings,

Tobias

thank you @o2_Tobias 

Caution! Such services are very expensive private services.  Maybe not a legal offer! Danger for your personal data. Maybe in Berlin only!

Hi, 

could we continue this in the private window? This link has a lot of messages not concerning my case. 
 

Also, I was told I wouldn’t be charged anything, therefore this 3 months are wrong: this is not a normal cancellation. Why else would the people on the shop tell me that several times? This is why I believe you are mistaken.

How am I gonna send you all the information you asked in the private window if I can’t reply there anymore. 
Also, I was told only a copy of my “deregistration” to the city was needed. 

Thank you.

Hi @BarbaraMello72,

thanks for your reply.

We only use @o2_Support to identify yourself. Therefore, we will continue our conversation here in this public message. Please neglect the messages that do not concern your case.

As I told you before, I regret that you were not properly informed in the shop about the cancellation-procedure.

We do not have a special cancellation-procedure because of the corona-virus. Therefore, you need to agree to the 3-month-charge. Otherwise, we only can cancel your contract at the end of your 24-month-period (11th March 2022). Please understand that it is out of good will that we let you out of the contract to the earliest possible date.

As indicated in the cancellation form because of moving abroad, we need the following documents:

• a deregistration certificate of Germany
• a notification of your new, foreign domicile (alternatively a confirmation of your employer or landlord)
• your approval for us to charge you the all-inclusive basic fee for 3 months

Please send these documents to the following address:

by fax to 01805 571 766

or by letter:

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

Thanks for your support.

Loving greetings,

Tobias

Hi,

Ok, I have a few questions:

1- If I was misinformed in the shop and have to pay this 3 month fee will it be exact €60 or €60 plus all you are charging me wrongly?

2- Did you at least contact the O2 shop in Heidelberg?

3- Did you forward this to the customer service?

4- Also, the form say I would live abroad in the future. Could you correct that? I can’t sign something that is wrong.

5- Is there an alternative to the mail? Could I send the scanned documents via E-mail?

Thank you.

Best regards,

Barbara.
 

Hi, 

I have another question: is it possible to postpone this contract? Because I’ll be back to study in Germany when the pandemic “stops”.

Maybe I was misinformed on this matter either: you are telling me that this contract is for 12 months, the employee on that shop told me I could cancel the contract after 5 months (I would leave Germany in August) and nothing would be charged as well. That’s why this is confusing.
Or maybe you are misinformed and could talk to them, I couldn’t find the email to their shop, otherwise I would contact them. 
Thank you.

Best regards,

Barbara.