Dear all,
I was hoping you could help me resolve an issue. I am a long term o2 customer for many years, through 3 countries. I have a phone with dual SIM functionality and have both a UK and DE SIM running simultaneously. For the last 3 months, this has been running without issue, however last week my data was inexplicably cut off, I could also not make calls or send text messages. I went into two o2 shops in Frankfurt on Saturday to try and resolve the issue, my account was reviewed and all settings on my phone were checked, so I was informed by an O2 guru that my phone was broken and I needed to replace it. As my phone does occassionally give me some issues, this was not out of the realms of possibility. I purchased a new phone in full on the day, and set it up (which took several hours). By the time it was ready and installed, it was after 8pm, the shop was closed as were both the o2 chat function and hotline. I also discovered that the same issues were happening with this phone as with the last one. I also would like to point out that my UK SIM had always been fine and receiving data. As it was a Saturday, I had to wait until Monday before I was able to contact anyone from O2 about the issue. I went through the chat and someone promised that I would be called urgently as there was some suspicious activity on my account. No one called. So, I went back to the chat on Tuesday and asked again. Here I was very unhelpfully given a number to call, but as my phone was not making outgoing calls, this was going to be difficult, meaning I had to call from my UK SIM and incur those costs. When I finally got someone on the phone, they refused (quite rudely) to help in English, and so I had to use my not so wonderful German to explain to someone that I had bought a phone that still didn't fix the SIM problem, on O2's advice. He was finally able to tell me that there had been a massive call from Japan and until this call had been paid for, I could not have my SIM reactivated. My partner was in Japan and we have a joint account, so this was totally feasible, however my partner said that she had received a text telling her that the phone could be used in Japan for 1.99 a day, and she was calling a German number. Unfortunately, I was not allowed to pay over the phone and was told that I had to go into a shop to do so, or request a paper bill. All of this was confusing to me as I pay my bill by direct debit, why could the money not be taken out on the next bill? I then went to an O2 shop yesterday (Wednesday) and asked to pay the bill, where I was again not allowed to pay it as it would mess up the billing system, and it would come out of my account automatically on the 21st of August. That means that I will have been without a working German account from the 3rd of August until the 21st of August, plus I have had the expense of having to buy a phone that I did not need. Frankly, I am not impressed with this customer service, and I would like to know what O2 plan on doing to compensate this issue.
Thank you
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Hi @Caoimhe ,
first of, the costs generated when your partner was in Japan are due to the fact that you were making calls. The SMS that said it was 1,99 € a day only concerned roaming costs. When you are overseas using a o2 SIM card, you get 6 Megabyte of Data for 1,99 €, and in order to prevent you from having high costs, these packs are available once per day only.
However if you are calling a German phone from overseas, it is 2,49 €/ minute.
Unfortunately I can't do anything about the new phone you bought since you are already using it. I can however tell you that any o2 shop should be able to accept your payment and book it onto your account, or you can transfer the amount directly into our account.
Since our shop colleagues should have informed you that the SIM wasn't working due to overdue payments on August 5, I will partially refund the basic fee for that time, which is 10 €. This will be transferred into your o2 account, meaning that the current bill will be cut by that amount.
Kind regards, Nico
o2 Free - Freedom is limitless
first of, the costs generated when your partner was in Japan are due to the fact that you were making calls. The SMS that said it was 1,99 € a day only concerned roaming costs. When you are overseas using a o2 SIM card, you get 6 Megabyte of Data for 1,99 €, and in order to prevent you from having high costs, these packs are available once per day only.
However if you are calling a German phone from overseas, it is 2,49 €/ minute.
Unfortunately I can't do anything about the new phone you bought since you are already using it. I can however tell you that any o2 shop should be able to accept your payment and book it onto your account, or you can transfer the amount directly into our account.
Since our shop colleagues should have informed you that the SIM wasn't working due to overdue payments on August 5, I will partially refund the basic fee for that time, which is 10 €. This will be transferred into your o2 account, meaning that the current bill will be cut by that amount.
Kind regards, Nico
o2 Free - Freedom is limitless
Dear Nicolas,
Thank you for getting back to me. Regrettably, even when my phone bill was paid, my phone was not reconnected, and nobody in store was willing to help me, so I have decided to leave O2 as a direct consequence of this issue.
Thank you for getting back to me. Regrettably, even when my phone bill was paid, my phone was not reconnected, and nobody in store was willing to help me, so I have decided to leave O2 as a direct consequence of this issue.
Hello @Caoimhe
I regret to hear that you will be leaving us. I am certain the SIM card will be reactivated as soon as the full amount has been booked to your account and want to invite you to come by the community anytime
Kind regards, Nico
o2 Free - Freedom is limitless
I regret to hear that you will be leaving us. I am certain the SIM card will be reactivated as soon as the full amount has been booked to your account and want to invite you to come by the community anytime
Kind regards, Nico
o2 Free - Freedom is limitless
Hello Nicolas,
The money was taken automatically from my account on Monday, my account is marked as paid in MyO2, but it is still not activated. I also cannot use any functionality on myO2 at the moment, so I cannot even cancel my account. Please could you do that for me
The money was taken automatically from my account on Monday, my account is marked as paid in MyO2, but it is still not activated. I also cannot use any functionality on myO2 at the moment, so I cannot even cancel my account. Please could you do that for me
It can take up to 3 days for your account to be reactivated after payment.
If you wish to terminate your contract you will need to send a termination letter or fax to o2 at least 3 months before the end of the contract term.
If you wish to terminate your contract you will need to send a termination letter or fax to o2 at least 3 months before the end of the contract term.
Dear Nicolas,
Me back again! I have still not received any confirmation from O2 that they received my cancellation letter, it was sent over a month ago, so I would be very grateful if you would be able to confirm that?
Also, I seemed to have been called by someone in O2 yesterday, selling me a new SIM card, and when I explained that I didn't understand and to send me the information in an email, they have sent me the confirmation of order! I have no idea what it is, the order number is: WSFC26496485 . I do not wish to have a new SIM card, I am desperately trying to LEAVE O2! Please could you cancel whatever order this is?
Many thanks
Caoimhe
Me back again! I have still not received any confirmation from O2 that they received my cancellation letter, it was sent over a month ago, so I would be very grateful if you would be able to confirm that?
Also, I seemed to have been called by someone in O2 yesterday, selling me a new SIM card, and when I explained that I didn't understand and to send me the information in an email, they have sent me the confirmation of order! I have no idea what it is, the order number is: WSFC26496485 . I do not wish to have a new SIM card, I am desperately trying to LEAVE O2! Please could you cancel whatever order this is?
Many thanks
Caoimhe
Hello @Caoimhe
regarding your cancellation letter, i can confrim that we have since received it, but it may still take some time until it has been reviewed and answered.
Regarding the new contract, you obviously did not want it, therefore it has been cancelled entirely. If you have already received the SIM, you can simply throw it in the trash, or do so after you have received it.
Kind regards, Nico
o2 Free - Freedom is limitless
regarding your cancellation letter, i can confrim that we have since received it, but it may still take some time until it has been reviewed and answered.
Regarding the new contract, you obviously did not want it, therefore it has been cancelled entirely. If you have already received the SIM, you can simply throw it in the trash, or do so after you have received it.
Kind regards, Nico
o2 Free - Freedom is limitless
Hi Nicolas,
Thank you very much for your support on this matter, and the confirmation that the letter has been received.
All the best
Caoimhe
Thank you very much for your support on this matter, and the confirmation that the letter has been received.
All the best
Caoimhe
Due to flight cancellations amid COVID, I could not get to Germany for about 6 months so my bills were unpaid and was in arrears. On 16th July Blau (Kundennummer: xxxxxx955) sent me a bill of 151 euros and on 17th July I paid them 130 euros because It wasn't simply possible at the time to pay the full amount. I had a phone contract till February 2021 with Blau. For the 21 euros unpaid, they sent my case to Infoscore (Paigo GmbH) and now they're sending me the bill of 247 euros after having already paid them 70 euros, so in total 317 euros!!! Paigo Gmbh acts like a total bully and always increases the amount. I've also been a customer of O2 DSL internet (Kundennummer: xxxxx12) for the last five years and I'm thinking to cancel it now. Totally unfair!
Edit: Kundennummern anonymisiert - o2_Kurt
Hi
I´m sorry to hear that!
We can only handle requests from o2 Postpaid and o2 Prepaid-Customers in this forum, I´m afraid.
If you have question regarding your blau.de contract, please contact blau.de or the Inkasso-Company directly.
Stay safe and healthy!
VIele Grüße,
Kurt
My name is Hamza Ammar. I am a O2 costumer from last 3 Years. I pay my all payments on time. But now they start mentally torturing me. I only have a contract of 47 euros monthly but they are detecting 70 euros every month from my account from last 10 months. What is this. When we try to call them we have to wait almost 30 minutes and some time more. And after every few days they send me a letter of 40 euros or sometime 39 euros. I don’t know whats going on. From last 10 months i had payed almost 230 Euros more then my contract. And there service is also not good. Internet some time works and some time it does not work and when it works it is so slow. The stupidest thing what i have done in my life is the doing contract with them. I am mentally disturbed because of them. I do not refer anybody to make a contract with them.
Hello 
regarding the issues with your invoice my collegagues have sent you a letter, you should receive it within the next few days.
They checked your tariff and booked an amount of 45,92 euro into your account. This credit will be offset with future bills. In addition you will get all details in the coming invoice.
If you have further questions fell free to write us here.
Best regards,
Michi
Hallo Sir,
Good to hear that but i didnt get any letter now. I got another letter from your side of 39.70 Euros. I dont know for what it is and last month in Octuber you have 3 times from my account almost 105 euros now you sended me again one letter. The main thing is i called your account department i told everything to a person there he suddenly transferred my call to a women and i asked her to speak with me in english and she was speaking in english and she said “I DONT WANT TO SPEAK ENGLISH” i request her to transfer my call to someone who can speak english she was so rude and abusive and she said” I DONT WANT TO SPEAK ENGLISH AND I AM NOT GOING TI TRANSFER YOUR CALL” and suddenly she disconnected the call. What is that behavior. How rude she is. If you want to check you can check my call records because every call which we make to you , you record them so you can listen them. I am so much disappointed and hurt mentally. I hope you are going to look in this matter and let me know as soon as possible.
I wish you a good day.
Thanks & Regards,
Hamza Ammar Ahmad.
Dear
I'm sorry that you were treated so unkindly at the hotline and the lady hung up. That should not happen. 
I'm sorry about that.
o2 only records conversations with its customers for training purposes. The choice which of the conversations is recorded is made solely by the computer. These conversations are then made available to our training department without reference to the customer and are then completely deleted. For reasons of data protection, this is not permitted otherwise. Therefore, it is not possible to specifically select and listen to your conversation. I am sorry.
I just took a look to check again about your bank account debits. I will start doing this once in September: On September 2nd the monthly fee was deducted as usual. The next debit took place one month later on October 2nd. The following cancellation came a bit earlier, on October 30th. It can always happen that the date is a bit different. The good news is that in the meantime the credit entry has been approved, which
The options have now also all been deactivated.
Kind regards,
Andrea
Hallo Sir/Madam,
Hope you are good. Thank you so much to helping me out. But the main question is that my contract is only for 47 euro and something cents but every month you are deducting almost 80 euros from my account. If the services are deactivated then for this month i already have a one request from your side to my bank for the deduction of 79.40 euros? I dont know why are you deducting to much money from my account. I am Worried about that. Can you please help me out.
waiting for your response and hope you are going to reply soon.
Thanks & Regards,
Hamza Ammar Ahmad
Hi
thanks for coming back to our community concerning your invoice.
I just had a detailed look into your data.
For the tariff “o2 Free M including Young People-benefit” you have a basic fee of only 13,49 € (good offer 
). Additionally, you still have an iPhone 11 with a monthly rate of 34,50 €. So, altogether this amounts to 47,99 € as you already told us.
The options for which you already got a credit, were deactivated on 24th October and the Games Flatrate will be deactivated on 4th November 2020. You will see the deactivation and your credit on the next invoice as the current invoice includes only charges until 19th October 2020.
So, just wait for your next invoice and you will see that everything was clarified.
Loving greetings,
Tobias
Dear all
My contract with O2 was supposed to end on 12.05.2021. I cancelled my contract more than 6 months before automatic extension. So I am sure that I cancelled it well before the 3 months deadline.
On 19.04.2021, a third party provider, Sparhandy, called me and introduced to a "decent" offer for extension of my O2 contract. I said that I needed time to consider. He said that I could subscribe to it now and cancel it within 14 days if I changed my mind. And so I did that. The very next day, I felt that it wasn't a good enough offer and cancelled it.
Sparhandy immediately said that they have initiated their cancellation and I was waiting for O2 to confirm. This was intervening in my investigation of other better offers as the whole system in mein O2 app got messed up. And I couldn't get any good offer
I kept asking O2 for good offers until 12.05.2021 and I couldn't get any. So, I wanted to by from another provider with the same phone number.
Until 12.05, everytime I called customer care, they said that my number contract would be cancelled on 12.05.2021. From 13.05 onwards, my number was still functioning. So, I called O2. They said that my number has been extended. I pay unreasonable prices for my contract. I cleared the confusion that Sparhandy had cancelled my contract. But, O2 is saying that, I have to now keep paying for another year.
I talked to sparhandy about this. They said that O2 should send a cancellation mail to me soon.
I have been waiting and O2 is not doing anything about hesitating to cancel my contract.
First of all, there is this effort to keep calling them and wasting hours of my time with their lame music. And after all that, they behave in such a rude way. On top of that, they force me to stay in their contract even though I cancelled it 6 months ago.
I have relevant proof of everything. I will wait if this is solved in a week or so. If not, I would need to file a case to sue them.
Is there any help I can get here, in this forum?
Best regards
Shwetha Tholpadi
You will need to keep pursuing this with Sparhandy. It can supposedly take up to six weeks for cancellations to be processed. This is one of the disadvantages of going through a reseller. As long as you have everything documented, there is no reason why it should not be sorted out in due course. I doubt very much that you will need to waste money suing anybody.
That's what I don't understand.
Sparhandy said that they have initiated the process on 05.05.2021. It would take around 3 weeks for the cancellation to be processed.Which is fine and understandable. I am okay with waiting.
But what I don't understand are the following points.
- Since sparhandy has already initiated the process with O2, isn't it on the part of O2 that needs to be sorted out? What's the point of following up with Sparhandy. Shouldn't I be following up with O2? I was frustrated because o2 didnt even bother to put any effort in figuring out what has happened with my contract as long as they are getting the monthly rental, especially when the prices are unreasonable.
- my contract ended on 12.05.2021. And I am still paying money. My number still works.Would I get a refund for this? If so, would it be from O2 or Sparhandy?
Could you please clarify this as well?
Best regards
Shwetha
Dear
welcome to our community. 
I have taken a look at your case. The cancellation from Sparhandy was accepted, but unfortunately the wrong date was used for deactivation (next year).
I will enter a deactivation on Monday and submit a refund for the costs incurred after the actual deactivation date for you.
Kind regards,
Andrea
Over the previous four months, I've had a problem with O2, and they've deducted roughly 100 euros from my account, despite the fact that my contract with them is only for 35 euros. I contacted them several times and wrote them two letters, but I have yet to receive an answer. I signed and accepted the 35 euro, and they do not have the authority to reduce the price by even one euro more than what is stated in the contract. They told me that another individual had changed your contract and that I needed to submit a letter to the customer service section in Nurenberg. Despite the fact that this is an international firm, I wrote a letter in English, which they refused to accept and told me that I needed to write it in German. I wrote them a letter in German but have yet to receive a response, and they are reducing money from account, and they are cutting their payments by roughly 100 euros per month despite the fact that they do not have permission to do it. When you have my account number, it does not mean that you can deduct any sum from my account. I only have accountability for what I agreed to in the contract. I was a fan of your company and a firm believer in your customer service. I've even recommended your company to a number of my friends. I did not anticipate this difficulty, in which another individual might alter my package without my consent and signature.
Hello
I am sorry to hear that there are issues regarding your contracts. If you have already written to our customer service I a msure that all mecessary steps will be taken to shed light into this :-)
Since the login credentials that you use to access our community do not qualify to legimitate a look into this and your personal data we can switch to private messages for the verification process, if you like :-)
Regards,
Lars
Hello
I am again writing this please stop deducting money from my account .
I am not using your service . Already talked with you earlier that you did not get any request from my side then why are you giving me monthly invoice.
Kundennummer: XXXXXXXX
Vinod Diwan Kumar
I am not using any o2 number not any of your service .Cancel it please please please
Edit: CostumerID deleted - o2_Kurt
Hi
you’ve mentioned a contract in your other post a little while back:
Is it still about that contract? Have you cancelled the contract, yet? And if so, when is the confirmed cancellation date?
Best regards,
Kurt
Yes, it is about the contract. I am having huge trouble to port my number. I dont want to port now. Instead I will buy new O2 number but before that cancel my contract. Please tell what are the details you want to do it.
Thank you
Vinod Diwan Kumar
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