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Hello,

I had lost my sim card, and went to an o2 shop (can give address if needed) to recover my sim, I recovered my sim card and the person there offered to extend my contract with a ‘deal’ that was offered that I pay 20 euros for 6 months and then 40 for the rest 1.5 years, I said yes, and we extended the contract, I received a contract from him stating the extension. now to my surprise I find myself billed 60e and when I look at the receipt I find that now I have two numbers, which is not what I agreed to, I kindly request that you immediately cancel this second registration and I not be billed for this, and that you put this person under investigation, This is not the service expected from a reputable company like O2. all specific information can be provided on request.

Thank you

You will need to clarify this with the shop you signed the contract at. Hopefully you read and understood what you signed (?) You can also submit a complaint to o2 about the shop in question if you feel you were misled.

What I signed and what I was handed was an extention of my contract and not a new contract for a new number, and the person there was different and told me there was nothing he could do about it. 

where can I submit a complaint?

and nothing was lost in translation, I was specifically told that I am to extend my current number, this is clear and blatant scamming and unacceptable. 

If you did not get what you signed then obviously it needs to be rectified. The contract you signed is what is relevant here. If it was an extension of the contract then you should not have been given a new number.

Maybe you can have somebody look at what you signed to confirm whether it is a new contract or an extension of your old one. The conditions you mentioned in your first post suggest the former, as such offers are unusual for an extension.

Send your complaint (Händlerbeschwerde) including details of when and where you signed the contract to:

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

Thank you very much for your response . I have already sent the mail as per your suggestion, but I also expect an official reply here in this forum as this is states along with email and normal mail as all the available complaint channels. so may I ask Sir are you an official representative of O2? If not I am awaiting an answer from an O2 representative on this forum, as I have seen in other threads in this forum.

An o2 moderator will most likely reply here in the next few days, but you should be aware that this is not an official complaint channel and they will not be able to simply cancel a contract signed in a shop. The moderators will of course nevertheless do what they can to help you.

Thank you for your reply.

Hi @osherifo,

welcome to the o2 community!

I’m sorry to hear that the extension of your contract did not pan out the way you expected it.

As @bs0 pointed out, we at the online customer service are not allowed to terminate or cancel contracts signed in a shop, so you should ask in the shop you made the contract extension in to clarify what the conditions of your contract are.

If things can’t be resolved that way, you may also write a letter of complaint to the address @bs0 provided in his reply.

Sorry for any inconveniences, I hope you can find a solution to this in the shop.

Best regards,
Jan.

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