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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.
 

Hi @BarbaraMello72,

 

thanks for your requests.

 

I am happy to answer your questions.

  1. You will be informed about the exact amount of the 3-months-fee by e-mail.
  2. No. As the procedure is clear as indicated in the document, I sent to you, it is invalid what the shop tells you. Of course, each shop tries their best to inform our customers correctly.
  3. No. As soon as you send the requested form for the cancellation because of moving abroad together with the requested documents to us, our customer service will be involved in it.
  4. The form for the cancellation because of moving abroad does not forbid that you come back to Germany after a few months.
  5. No. We only accept letters and fax. We do not offer any e-mail-support to our customers.
  6. Your contract is valid for 24 months. Instead of a cancellation, you have also the possibility to freeze your contract for a duration of 2 to 12 months. But this procedure is only possible after a duration of 6 months. This means that you have to wait until 12th September 2020. If you prefer this procedure, please fill out this form: suspending your contract

 

It is now up to you to decide if you like to cancel your contract because of moving abroad or if you just want to freeze your contract. If you decide to freeze your contract, you have the possibility to use your contract again after you have come back to Germany. The time that you did not use your contract will be added to your duration.

 

I hope I could answer all your questions.

 

Loving greetings,

Tobias

1. and 2. If you were misinformed in a shop then that is something between you and the shop. If you are not moving abroad then you won't be able to cancel the contract early. This is only possible on a good will basis if you deregister in Germany and the condition is that you submit the requested documents and pay three months basic charge for your contract from the date of deregistration. Just as the form says.

4. By signing the form you are not declaring that you never intend to return to Germany! The requirement is that you have moved to another country and have your place if residence there now.

5. E-Mail is not possible, only post or Fax.

Edit: I hadn't noticed that Tobias had already answered your questions.

Thanks @bs0 for your support. :relaxed:

 

Loving greetings,

Tobias

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