Hi,
I used your service for one day and tried to cancel it the next day because my classes in Germany were cancelled and I should go back to my home country because of the corona virus. This was in March 12 and I tried to cancel it on March 13, on this day I was told to go back on the next day because the manager wasn’t there. So on March 14, Saturday morning, I went on the shop (in Hauptstraße, Heidelberg). They told me that since I only used the service for 1 day and that this “cancellation” was not my choice, it was because of COVID-19, I could simply write a letter explaining the situation and nothing would be charged, and I didn’t have to fill any form. And so I did, but somehow O2 customer service probably didn’t receive my letter (and the “deregistration” to the city attached) and now I keep receiving emails charging me.
The hotline you provide does not answer. I can’t reply the emails. I’ve tried to contact you on the O2 Twitter but they can’t fix anything of forward the messages to the customer service department. And this forum wasn’t working until now.
I suggested that I could email the letter and the document attached because I took pictures of me mailing it, since we don’t get any receipt in Germany for posting a letter. You have me as if I was in default. But I am not and I did everything as I was instructed. So please I would like not to be treated as if I was in default and my “contract” should be already cancelled. They told me I wouldn’t be charged for anything because it doesn’t fit as a regular cancellation, otherwise I would have just filled that form.
So please, if someone could just tell me again how to contact the customer service or forward the messages I’ve sent to them, it would be helpful as my “contract” should already be cancelled and I should not be treated as if I was in default. I am not in default and I did everything as instructed by the shop.
Thank you.
