charging more than the contract amount

Go to the Verbraucherzentrale and ask for help.

Hello ​@Amar2409,

welcome to our o2 Community. 😊

It's really not nice to hear that you've had a negative experience with your contract. 

When did you start having these problems? What are you being charged more for that you don't want? And how did that happen? 

Kind regards, Lea 

My contract was with unlimited internet with 10mbps speed which was 40euros before and the contract was ending this year. So the company was offering me some offers with lesser internet and more price. My colleagues have bought the same plan which I had for half the price that is 20 euros. I visited a store in Neuss and looked for similar plan. The person said such plan doesn’t exist and I need to buy the plan for a higher amount if needed plus I need to buy AirPods to get that offer. I purchased AirPods for this plan to continue where I am supposed to pay 26 euros instead of 20 euros. I had a multi SIM card and I also requested for the cancellation of the same which costs additional 10 euros. I have cancelled it in month of February and it’s been still getting deducted. I have tried to make a cancellation order once in July in Berlin where the store person dint help me. I called up customer care and the representative informed me that the cancellation request has been raised but she had no answer about the money charged to me without any usage. I waited for a resolution which never worked. I visited a store in Munich in November and a person spoke to the customer care on behalf of me for almost 20 mins for the resolution. The customer care person said that it has been resolved now and I will get some discount in my bill for next three months which hasn’t reflected in my invoice. I have been charged the old amount again. 
my old contract + multi SIM card - discount = 40euros + 10 euros - 3 euros was 47euros

new contract = 40+10-16=34 where 10 is an additional amount being charged for multi SIM card which has been cancelled in month of February. Even as per calculations the amount should be 34, I am still getting charged more than this amount too.

Hello ​@Amar2409 ,

It looks like you’ve already been in touch with customer support. A credit for the MultiCard has already been applied, and invoice complaints can only be made for the past eight weeks, which means the last two invoices were reviewed correctly.

As of February 28, 2024, you renewed your contract with the o2 Mobile Smart plan. In September, there was a switch to the o2 Mobile L Boost plan, which was later canceled. Everything appears to be in order, and I can’t identify any mistakes here.

You mentioned feeling poorly advised. If that’s the case, you can submit a detailed written complaint. Please make sure to include the date, time, and address of the store, as well as the name of the employee involved, if you remember it.

Address your complaint to:
Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg

Keep in mind that processing your complaint may take some time, as the store will also have the opportunity to provide their statement.

Let us know how things progress with your complaint.

Best regards, Maren 🎄🌟🦌

Hi Maren,

thank you so much for the advice. I would definitely think of writing a written complaint about the store but unfortunately I don’t remember the persons name. As you mentioned that a credit has been applied and it could be applied for only the past two invoices which in this case means my lost money for oct and November would be given back or resolved by some solution. All my calls have been recorded by the customer service, why can’t the calls be checked and the request I raised in the month of September also be considered (which should now include July, August and September invoices involved too. Even then I am loosing 5months of money. One of the employee from customer service said that they have raised a request for me which was never processed. That’s so unfair that technical fault is from o2 and I am being given a resolution for only two months. I have been over charged for 10 months and I have complained twice and I am getting only resolution for two months, is that really fair ? I have been a loyal customer for four years and this is the kind of resolution I am getting. Being a loyal customer I had faith in my provider, the story of my provider seems to be totally different. I thought being a contract, o2 has a good accounting department and they would charge me fairly. But it’s so unfair that the problem is from o2 and i am being punished.

Hello ​@Amar2409,

I apologise for the late response. Invoice complaints can only be considered for the last two months, so the credit notes are correct.

The recordings of calls are for quality control purposes only. This means that only random samples are listened to by supervisors. These recordings are neither stored in the customer account nor kept permanently - they are deleted after a certain period of time.

In the event of an outage, you can apply for compensation once it has been rectified. However, customer support does not make independent refunds for outages.

You can also complain about the shop if you know the date and branch.

From my point of view, everything is regulated correctly.

Best regards, Maren 🎄🌟🦌