Cancelling second unused contract that I didnt want to renew

Hello and welcome to our community ​@Adwaith Sanjeev 🌼

I’m sorry that the unused contract was extended without your knowledge. That should not happen. To clarify this i have a few more questions. 

How exactly did you extend the contracts? Was it also in the chat, and did you receive a contract summary by email that you had to confirm, or was it done some other way?

When and how did you notice that both contracts had been extended?

Kind regards, Rebecca

Hi Rebecca.

I had two contracts, one which is my primary phone number and which I use, and the other which came with my iPhone that I bought through O2.

I had applied to change providers for my primary number to another cheaper option, and so I received a call from O2, who offered to change my contract to a cheaper alternative with lesser data volume. (I used to have unlimited data volume but I didn’t really need it because I have WiFi at home). Since the new proposed contract was reasonable and lesser in price, I agreed. At that time, I was planning to cancel my other unused number after its contract was supposed to end after two months. 
 

so after I agreed, my primary contract was extended and yes I received the email, but I did not notice that I had actually received two emails, one for the unused number as well. I only noticed that when I was going to cancel my unused contract, that it got extended together with this number. I was surprised that couldn’t cancel it because apparently the contract had been renewed and the new deadline for termination was in 2027! 
 

I never asked for it nor did I intend to do so. I just wanted a cheaper plan for my primary number. 

You must have received emails in relation to the second contract.

Please answer Rebecca’s question “Did you receive a contract summary by email that you had to confirm”. If yes, (how) did you confirm? This is important because without confirmation the contract extension would be invalid.

As I said earlier, It was a call, during which we talked about my contract associated with my primary number. He proposed a cheaper alternative, I agreed, I received an email which I checked and confirmed.

But I failed to notice that there were two emails one for this number and one also for my other number, which we did not talk about, and which I did not want extended.

So you did not confirm the second contract?

If that is the case then you could try submitting an objection to this contract on the basis that you did not consent. o2 would then have to show that you did. Use the contact form for this: https://www.o2online.de/kontakt/

Yes, I tried using the form, but it asks me to call via the hotline, but since I’m on vacation out of the country since a month and won’t be back for another month, I cannot use the hotline from where I am right now.

I also explained my issue through the live chat a couple weeks ago, where it was said that my issue would be forwarded but there’s no guarantee. That was a while ago and haven’t heard back since.

So I was hoping to get a solution here.

You do not need to call the hotline. Complete the form here: https://www.o2online.de/service/kontaktformular/#/Tarif_&_Vertrag/Sonstiges

Click on the button “Zum Kontaktformular”.

I’ve completed the form. Hopefully this gets resolved.

Hello ​@Adwaith Sanjeev,

good that bs0 gave you good advice and that you could already send the contact form, which our colleagues will work upon.

I also checked and see, that colleagues made a complaint to our special department on your behalf in September regarding the contract extension, this complaint is also still being worked upon.

Please keep us also updated here 🙂

Best Regards,

Gerrit

Hi Gerrit.

As advised, I filled and submitted the form a few days back. Good to know that my issue is being addressed. Will keep you posted here.

Adwaith

​@Adwaith Sanjeev Thank you for keeping us updated here. I hope you won't have to wait too long for a response 🙂

Hello again.

Its been a month since I’ve addressed this issue via live chat and also via the form above but there has been no follow up. No calls. No emails. Absolutely nothing. 

I've paid again this month for services that I don’t use or didn't ask for. I’ve been a loyal user of O2 since over two years but this radio silence is making me reconsider. Overall very much disappointed. Guess Il wait a bit more. Just wanted to provide updates here.

Hello ​@Adwaith Sanjeev ,

Thanks for the update 🌼 I checked and the complaint from September is still being processed.

Your request via the contact form has been completed. You should have received an email about this. Have you checked your spam folder? Sometimes emails end up there.

Kind regards, Rebecca

Hi Rebecca.

I checked my spam and haven’t received an email yet. But I received an sms that said, due to a complaint, my bank details have been removed and asked me to enter my IBAN, which I did.
 

That’s about it.

I’m afraid there was a mix-up and your request via contact form has been resolved prematurely 😞 i opened it again and sent it to the responsible department.

However, the complaint from September is still being worked on and should be processed normally. I hope it won’t take much longer.

Kind regards, Rebecca

Thank you so much. I hope this gets resolved soon.

Please keep us updated and let us know if we can help in any way ​@Adwaith Sanjeev 🌼

Kind regards, Rebecca

Good Morning.

Update! I got an email from O2 today.
It said that the contract extension took place by a phone call, after which the documents were sent to my email and I gave my consent and did not use my right to withdrawal. Hence they will continue my contract for another two years.

The thing is the call was made during my work shift, so I kinda was in a hurry. So I did not read through the documents properly. That’s on me.

 And we were talking about my other number, not both. I had specifically mentioned that I wanted to change my old plan to something with less data. That’s it. I didn’t mention extending both the contracts. I never mentioned my other contract, the one I don’t use and wanted to disconnect two months later. That’s not my mistake.

Had I read the documents properly, I would’ve known about this. But I did not expect something that I did not ask for to happen.

I kind of expect a solution to this. I was switching to another provider when O2 called and offered to extend my contract at a cheaper rate. I had only asked for the extension on one of my contracts, not both. And I gave my consent for that particular contract. I never expected O2 would extend both my contracts because I never asked for it. If I did, I would’ve gone over the consent documents more thoroughly.

I had already paid two years for that particular sim and it was two months away from the minimum cancellable month, for absolutely no benefit. I did not even use it for a day. 

And now, O2 wants me to pay for that sim for another two years? That’s like me just burning away 300 euros. I really don’t want to do that.

Could I please have a solution to this? 

Could someone please provide advice on how I should proceed with this issue.

Hello ​@Adwaith Sanjeev, I see that you have send a new complaint after receiving the answer from our responsible department. 

From here we can only forward complaints to this same department of ours.

Best Regards,

Gerrit

Hello.

that’s fine. I sent a second complaint as the first reply was unsatisfactory. The email from o2 said something like “Because you did not use the right of withdrawal within x days, the contract is valid”

which was funny because I never asked for it. The person who called from o2 just decided to extend both contracts. I asked for and gave consent to extend just one contract. I had a unlimited data contract on it and wanted a cheaper one because I don’t need so much data. So naturally I would not expect a second contract and exercise my “right of withdrawal”. 

I just have one question, since the replies/feedback from the particular o2 department is taking more than a month, would I get refunded the amount I am paying for the unused contract monthly, if they cancel my contract in the end? If yes, I don’t mind waiting at all.

Did you receive feedback so far or are you waiting for it, ​@Adwaith Sanjeev?

Best Regards,

Gerrit

Hi ​@o2_Gerrit.

i just received feedback that it cannot be cancelled. The contract will continue until 2027.

Hey ​@Adwaith Sanjeev,

Thank you for keeping us updated here. We have supported you as best we could, and it is a shame that the specialist department was unable to come to a different decision. We will be happy to answer any further questions you may have.