Cancellation of contract gone wrong

Has it been longer than 14 days? Did you agree to the contract extension in text form? Did you get any emails after the renewal?

The unsolicited contract was through a phone call, and I got an email on the 6th of November at 9:21 letting me know that the unsolicited contract was subscribed. When I noticed the mistake, I canceled through the O2 website on November 20, 2024, at 00:27:27 (I have an email from O2), which is still in the 14-day timeframe because it’s a service. I contacted O2 twice on the 20th of November to confirm the cancellation of the contract, and they confirmed that the contract would be canceled. To my surprise, I got this week a new invoice and on the website, the contract is not canceled. Several O2 operator personnel have misled me; I don’t understand why people behave like this. I would never expect this behavior from a company like O2.

I did everything right; I followed all the processes and all my rights, and still, it seems that O2 doesn’t care. I followed the contract, and I have the right to cancel the contract during a 14-day trial period; it’s in the law.

did you revoke at widerruf@cc.o2online.de? quitting would be wrong.

Moin,

If you like to revoke a contract with in the first 14 days than you have to widerrufen.

That will Ende the contract as soon as possible.

If you cancel = kündigen than you will end the contract at the Ende of it‘s runtime (24 Month).

If you use the Kündigungs-Link than you choose the wrong way.

Thank you for your answers Bumer and Schluej.

The instructions on the O2 website clearly state how to cancel the contract. In no instance was the email widerruf@cc.o2online.de mentioned. How could I know if the information is not clearly stated? I didn’t do anything wrong; I followed the O2 processes as per the website. If there is another process to cancel the contract, it should be clearly stated without any ambiguity. I am a professional with a Lean Six Sigma black belt certification and experience;  I know what I am talking about. 

Nevertheless, I will follow your instructions.

What information should I write to widerruf@cc.o2online.de?

You could find the information in the https://static2.o9.de/resource/blob/6952/ec5cb4a77e1a2abd0becb3187223399d/agb-widerrufsbelehrung-mobilfunk-privatkunden-download-data.pdf

That should be a pdf you get with a. Email from O2.

The Problem is that the German law differs between revoke and cancel.

That is a part of the Fehrnabsatzgesetz.

What information should I write to widerruf@cc.o2online.de?

Non, you out of the 14 days window.

Understood. I will accept the loss. Living and learning.

You have been helpful instead of other O2 operator personnel.

I will cancel all my contracts with O2.

​@faneca that will be the same „rule“ with other Provider in germany!

Read her to get more information:

https://www.verbraucherzentrale.de/wissen/vertraege-reklamation/kundenrechte/von-widerruf-bis-umtausch-wenn-sie-mit-der-ware-nicht-zufrieden-sind-5117

Sorry it is in german

Got it in English:

https://www.evz.de/en/shopping-internet/online-shopping/right-of-withdrawal.htm

I understand it will be the same rule for other providers in Germany. However, O2 personnel is responsible for guiding the customers, not misleading them. This destroys the reputation of a great company; instead of helping the company, it’s destroying its value to its employees and shareholders.

I now have learned not to trust the providers in Germany.

And having to download a PDF that has an email somewhere in the middle of so much other information doesn’t help the consumer. It’s a way for the company to say it complied with the law but completely disregards its main asset, the consumers. 

Thank you again for your information.

The law tells the dealer only to give you all information you need.

Not to do it nice… 

Read https://www.evz.de/en/shopping-internet/online-shopping/right-of-withdrawal.htm than you get all import information! Maybe than you better prepared the some Germans. 

Hello ​@faneca,

welcome to our o2 Community 😀

I'm sorry to hear that there were apparently several misunderstandings when you canceled. That's not nice and I can understand your frustration.

We always explicitly refer to the right of cancellation in our order confirmations so that our customers can easily withdraw from the contract within 14 days if they are not satisfied. schluej had already given you the information about this and I am sure you also received this information by email.

I understand that you submitted a timely cancellation instead. In this case, your contract will continue until the end of the contract term.

I'm sorry that we unfortunately have no way of helping you in this case if the 14 days have already expired.

Best regards

Giulia

That’s your methodology of misleading and steaking. 
 

Well, the cancellation process indicated in the email has been followed, how would you want clients to imagine different emails like widerruf@cc.o2online.de? 

Before we even go farther, why even receiving an unsolicited contract ? And start an extra job of writing emails? 
Don’t you think that this is fraudulent? 
 

I’m sorry lady that you fell into similar trap.

O2 needs some legal followup. This is unacceptable.

Hi ​@Umg, I'm sorry that you feel like this is scam. That's not our intention.

In the above case, we were able to clarify that it was about revocation and termination. Do you have a concern or questions that we can clarify for you? 😊

Kind regards, Ines.