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Cancellation of order withing 24 hours???

E
Rang

Dear O2 - I received a very annoying email after purchasing two items and a contract with you: 
It basically said the deal was cancelled, but gave no reason?? 


You cannot in all seriousness expect a customer in 2020 to send you a letter by post to understand why you cannot deliver?

As a note, I see someone else guessed this kind of “phrasing” had something to do with credit score. I feel very confident saying that has nothing to do with it. Perhaps a non-German bank account is the problem, but would very much like a dialogue.. 

 

It said this in the email: 

“

Wenn Sie den Grund für die Ablehnung erfahren möchten, wenden Sie sich bitte schriftlich an:

Telefónica Germany GmbH & Co. OHG, Auskunftsstelle, 90345 Nürnberg
Geben Sie dabei in jedem Fall Ihre vollständigen Adressdaten (inkl. Vor- und Nachname) sowie Ihr Geburtsdatum an.

“

Best
Esben

8 Antworten

bs0
Rang
Benutzerebene 7
Abzeichen +7

You seem to have understood why your order was rejected so what is your question? Nobody here will be able to give you any more information, but if you don't want to submit a written request that is your choice.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
E
Rang

Hi bsO - I have not understood it no, which is why I am asking.

Me simply suggesting things (credit, which it cannot be, or a foreign account which I believe would not be allowed) is not the same as understanding as at least in normal business relationships a bit more work is to be expected from the seller. 

 

I cannot believe it to be acceptable to put this burden on a customer

Best

Esben

 

 

 

 

 

 

bs0
Rang
Benutzerebene 7
Abzeichen +7

Yes, it will be due to your credit-worthiness as evaluated by o2. There can be many reasons due to both checks with credit agencies and internal criteria. Not having a German bank account will not be the main or only reason but it could of course negatively affect your credit score. Generally businesses do not give any information about the criteria they use to assess risk, so unfortunately your expectations are not realistic in this respect. The "burden" is on the customer because the customer wants to enter into a contract, not the company.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
E
Rang

Thanks for the answer. Is there any way to reach the good folks apart from through post?

 

As I wouldn't be bothered by paying for the 24 months upfront or something else, it honestly seem like a weird choice just to cancel without explanation.... 

 

What I want to about is weeks going back and forth over something as simple as a phone and a watch :) 

 

Best

Esben

 

bs0
Rang
Benutzerebene 7
Abzeichen +7

Unfortunately o2 requires this by post because the department responsible cannot be reached by other means.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
E
Rang

But that means I have to write them, in order for them to write me back.. seems completely illogical in 2020/2021.. 

 

Anywho, assume you are not in charge, so will just give a call and perhaps take my business elsewhere if they can't support customers digitally. 

 

Thanks again

 

 

 

bs0
Rang
Benutzerebene 7
Abzeichen +7

My advice would be to do just that. Personally I wouldn't chase a company that does not want to do business with me.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
o2_Tobias

Hi @esbenpejstrup, 

 

welcome to our English community. I completely understand your disappointment that your orders of a device and of the tariff were internally rejected. 

 

Thanks also to @bs0 for your support. :thumbsup:  

 

Please be aware of the fact that the only way to get more information is to write to the following address: 

Telefónica Germany GmbH & Co. OHG

Auskunftsstelle

90345 Nürnberg

Even the o2-moderators here in our English Community do not have more detailed information about the reason for the rejection. 

 

But please, do not take the decision too personally. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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