Contact termination due to leaving Germany

I searched for the proper address and resent it there

There is no official email address for support. You should have used the contact form with attachment, for example.

Did you only sign up for a mobile phone plan or did you also order a cell phone?

Thank you very much for your prompt reply.
I sent messages to accessforyou@o2.com and impressum@cc.o2online.de.

Every time I received automatic replies that stated personal response will be done in 72 hours.

I moved to Germany with my family and we brought our cellphones from Japan. We only signed up for a mobile plans.

Did you also submit proof of your residence abroad as this is also required? It is also possible that the shop did not forward your termination. In any case it would appear the contract was not terminated and the amount owing for the remainder of the contract term has been passed on to a debt collection agency (Riverty). You will need to contact them for further details.

The first email address belongs to o2 UK, so the wrong company. The second email address belongs to o2 Germany but is not an official customer services address.

The email addresses used are for other purposes, and emails in English in particular will probably end up in spam.

You probably don't have a cancellation receipt from the shop?

You should describe the situation again using the contact form, attach the receipt and deregistration, and request retroactive cancellation:

https://www.o2online.de/service/kontaktformular/#/Rechnung_&_Zahlung/Sonstige_Rechnungs-_und_Zahlungsanliegen

Refer to the shop's assurance when doing so.

However, bs0 is correct—if the shop did not pass on the documents, then the contract is still valid and you are in default of payment.

Thank you for your kind advices.

I submitted a message through the contact form and attached the document (Vorläufige Meldebestätigung für die Abmeldung).

However, do I also need to provide proof of my residence abroad (we are living in Japan)?

In addition, I did not receive a cancellation receipt from the shop. The clerk told me that the termination was completed and that I would receive a confirmation email after returning to Japan, but I never received any such email.

Yes, you also need to send confirmation of your residence abroad.

The shop cannot decide about termination. All they can do is forward your request to customer services so that the department responsible can process it. It would have been safer to send it yourself as then you would have proof that o2 actually received it.

BTW

https://hilfe.o2online.de/english%2Do2%2Dcommunity%2Dmobile%2D43/extraordinary%2Dcancellation%2Dbecause%2Dof%2Dmoving%2Dabroad%2D458522

Hello ​@Kensaki 

welcome to our community. Pleasure to meet you. 

I am really sorry that obviously your extraordinary cancellation request was not worked properly. 

Your contracts are terminated now but not based on your request but of the unpaid invoices. We have handed over our claim to an external debt collection agency to get in touch with you. 

Unfortunately you are no longer a customer of us so we are unable to assist you in this matter. 

Please use the contact given in the letter of Riverty to clarify the situation. 

Greetings and thanks to all user 

Manga

Hello, Manga.

Thank you for informing me about the status of my contract.
Since I have not yet received a reply through the contact form, I would like to ask a few additional questions here.

As the contract has already been terminated due to non-payment, does this mean I no longer need to provide proof of residence abroad?

Also, if I settle the payment requested by Riverty, can you confirm that there will be no further additional charges from O2?

It is very disappointing that, despite visiting the shop twice and following the clerk’s instructions, the termination was not processed and I am now required to continue making payments after leaving Germany.

You do not need to provide any other documents. There is no longer a contract with o2, so there is nothing else o2 can bill you for.

It is unfortunate you chose to ask a shop to forward your termination rather than doing this directly, but of course the shop should not have given you the information that everything is fine.

Hello ​@Kensaki,

I am very sorry that the shop was unable to help you and forwarded your cancellation. Your
dissatisfaction is understandable, but unfortunately it cannot be changed now. 
bs0 has already given you the correct answer here. The relevant contract has been deactivated and no further invoices will be issued.

If you have any further questions, please feel free to contact us here.😊

Best regards
Daniela