Charged for 3 contracts instead of 1 – Misled by shop, no clear help from O2

You can only resolve this in the o2 shop, as you've already been told. If you don't get a solution there, you can file a complaint with the retailer.
By the way, it's not advisable to publish personal information here, as anyone can see it.

Hello ​@Adithya.gajula,

welcome to our o2 Community 🙂

I have hidden your personal data and the name of shop and moved your thread to our English section.

I understand that you are not happy with the situation. From here we can only hand complaints to our Shop Monitoring as you have already done.

I could take a look, the letter sent on April 17 is the answer from the colleagues of our Department for Shop Monitoring regarding your complaint.

I sent you a private message from o2support, in order to check your current address to request the colleagues to sent their letter with their answer to your complaint again 🙂

Please answer via private mesasage also 🙂

Best Regards,

Gerrit

Hi ​@o2_Gerrit ,

Thank you for your response and for checking on the letter sent on April 17.

However, I would like to clarify that the issue is not just about the letter — the real problem is that my contract includes two additional mobile numbers that I was never informed about and have never used.

I am a single person living alone in Germany. I clearly asked for and was given only one SIM card at the shop. There was absolutely no reason or communication regarding three numbers being part of the contract. As a single person, it makes no sense that I would need three SIM cards at the same time.

And yet, I am being charged every month for all three — even though only one was ever used. The money is being directly debited by O2, and my contract clearly shows it is with Telefónica Germany GmbH & Co. OHG, not with any third party. So I do not understand why O2 says I must resolve this with the shop.

Today I visited the shop again. The same staff member who originally handled my contract was there — but he refused to tell me his name. I asked because each time I go there, he is not available, and the other employee tells me, “If you can tell me the name of the person who gave you the contract, I can check our internal list.” That’s the only reason I asked. But instead of helping, the staff member simply said, “O2 servers are down, come tomorrow,” and refused to identify himself.

This entire experience has been extremely mentally exhausting and unfair. I trusted O2, followed all instructions, and I am still stuck with charges I never agreed to.

I kindly and urgently request O2 to:

• Investigate the actions of this shop,
• Cancel the two unused numbers from my contract, and
• Stop billing me for services I never used or knowingly accepted.
•  

Once again, thank you for your reply, and I sincerely hope you will help me solve this issue.

I have sent you my address in our private chat as you requested.

Kind regards,

Adithya Gajula.

As o2_Gerrit has already stated, it is not possible for anyone here to review, amend or terminate the contract. He has offered to request that the letter be sent out again as you did not receive it. If the response in the letter is not satisfactory to you, you will need reply to that letter and ask for the matter to be looked at again.

If your complaint was rejected then most likely because you signed the contract for the additional numbers.

Thank you for your answer and having me check your address, ​@Adithya.gajula 🙂

Indeed from here we cannot decide about contracts, as bs0 mentioned, and our colleagues responsible for shop monitoring already did check your reclamation.

I will now ask them to sent the letter again to your address 🙂

Best Regards,

Gerrit

Moin Moin ​@Adithya.gajula,

ask the Verbraucherzentrale for Help.

And read https://www.evz.de/en/shopping-internet/online-shopping/right-of-withdrawal.html

Hello ​@Adithya.gajula, 

I checked, my request to have the letter send again is at the moment still in progress with the colleagues from our responsible department.

Best Regards,

Gerrit

Hello ​@Adithya.gajula,

the colleagues sent the letter today to your address 🙂

Best Regards,

Gerrit

Hello ​@o2_Gerrit  and everyone,

Thank you again for your support so far. I wanted to give an update regarding my situation:

I received the letter from O2, along with the copies of contracts that show I had signed for three mobile numbers. However, I want to clarify that while I did sign the papers, I had no idea I was signing up for three contracts. The shop employee just handed me multiple documents and asked me to sign them at different places — without explaining that I was authorizing multiple mobile lines.

As someone who has lived in Germany for several years, I’ve signed contracts for loans, rent, etc., and I always trusted that the other party would explain clearly what I was signing. In this case, I genuinely thought I was signing for a single SIM card + iPhone with a monthly cost of €75, as discussed with the shop staff.

On April 24, I visited the same shop again. The same employee was present. Initially, he told me that O2 servers were down and asked me to come the next day. So I returned on April 25, and in front of me, he made a phone call to someone and requested the cancellation of the two extra contracts. The person on the call responded “okay” and said I would receive a cancellation confirmation letter before May 12, 2025. I was also told that any extra charges would be refunded within two weeks after the cancellation.

At this point, I have no choice but to wait until May 12 and hope that the cancellation and refund actually happen.

I still believe I was misled at the point of sale, and I sincerely hope O2 recognizes this and resolves the issue fully.

Kind regards,
Adithya Gajula.

Thank you very much for your update, ​@Adithya.gajula, please keep us updated here 🙂

Best Regards,

Gerrit

Hello ​@o2_Gerrit  and O2 Team,

I’m providing a quick update since the promised resolution by May 12 has still not happened.

Despite what the store told me on April 25 — that cancellation would be confirmed and a refund issued by May 12 — I have not received any confirmation or refund to date.

I went to the  store again after May 12, and the same salesperson repeated the same excuse: “The system is down, please wait another week.”

At this point, it’s clear that this is a repeating pattern of delay and avoidance. I have visited the shop multiple times, and each time I’m told to wait without any real progress.

Misleading Action by the Shop

Although my signature appears on the contract documents, I want to emphasize that I was never informed I was signing for three mobile contracts. The salesperson handed me several pages and told me to sign at different spots — but he never explained that this included multiple SIMs or contracts.

As someone who has signed many formal agreements in Germany (rental, loan, etc.), I always expect that the terms are clearly explained. In this case, they were not. I left the store under the impression that I had signed for one SIM + iPhone at around €75/month — not for three numbers.

This is a clear case of misleading conduct at the point of sale, even if a signature is present.

My Next Step

Since there has been no resolution after months of effort, I have now booked a consultation with the Verbraucherzentrale Hamburg. This is my next step, not a solution — and I still hope O2 will take responsibility and resolve this directly.

What I Need

1. Cancel the two unauthorized contracts

2. Stop billing me for those unused numbers

3. Refund the charges I never agreed to

This has caused me long-term stress and financial damage. Please help me fix a situation I never knowingly created.

Kind regards,
Adithya Gajula

As you have been told several times, it is unfortunately not possible for anyone here to resolve your issue. The Verbraucherzentrale will advise you what options you have. Make sure that you take all relevant documents with you to your appointment. You are still able to respond to the letter o2 sent you, challenging the decision, but it is probably best to wait to hear what advice the Verbraucherzentrale gives you.

Hello ​@Adithya.gajula,

that is not so nice if the colleagues in our shop made a promise and did not follow through.

I understand that you feel frustrated and disappointed about the developments regarding your reclamation.

From here we can only refer to the colleagues of our dealer monitoring, who did already sent you their reply by letter.

Best Regards,

Gerrit