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Dear Community,

 

As frustrating as it is, I’m reaching out here as a matter of last resort. I went to the O2 shop at Berlin Neukölln and have been misinformed about multiple aspects. I was promised that the SIM card will work at my address with 300mbps which I can also use for my work and household. They convinced me to opt for multiple SIM cards and move from my current provider. They also mentioned I can cancel them within 14 days. As the speed is not great and as a matter of fact since my current providers internet speed was better than what I got from O2, I went today and requested them to cancel my contract. The person who made the contract for me was not available and another person at the store said they can’t cancel it and I should do it by myself. I called the hotline and they are also unable to help. I honestly feel trapped and feel stuck with a burden of almost EUR 80 per month on just O2 SIM cards which is quite a lot for services I’m not even receiving. If there’s someone who could help, please let me know. 

 

Edit o2_Sven 08.08.2024/19:12: Moved from Mobilfunk zu Hause to English o2 Community: Mobile

Wenn du nur die Verträge (ohne Smartphones) vor Ort im Shop abgeschlossen hast, dann kann dir auch nur der Shop vor Ort weiter helfen (z.B. aus Kulanz die Stornierung bei o2 beauftragen).

Wenn sie das nicht machen wollen, musst du die geschlossenen Verträge erfüllen.

Hello @Sam92 ,

welcome to the o2 Community 💙.

Did you make these contracts yourself online or was it at the store that you also went to for further information? In case that you signed these contracts in the store, then what Sächsin wrote is correct. A withdrawal from the contracts can only be done by that shop.

 

Kind regards, Sven

@o2_Sven it was made at the store. But now they say they can’t cancel it. Although they had mentioned previously that they would. Also the speed is not as promised. Is there nothing I can do here even after all this?

@Sam92 If the promises are not in the contract, there is nothing you can do. Next time, sign up for a flex tariff that you can cancel monthly. Unfortunately, that won't help you anymore

Hello @Sam92 ,

Contracts concluded in the shop have no right of cancellation. Only contracts concluded online or by telephone can be cancelled within 14 days.
We cannot help you in this case. 

Best regards,
Maria

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