Continued fees for features I’ve asked to block or remove

Since the beginning of my contract, I have been paying for international calls included in my statements even when I do not recognize the numbers. Eventually in 2020 I called to ask that O2 block my ability to make any international calls, as I have been paying for Skype in the amount of 5-10€ Paid regularly for over 15 years to perform all of my international calls. Every month that international calls are the only reason for inflated bills I pay the bill and then proceed to follow up with a call to o2 to request that they AGAIN please block my ability to perform international calls. Since September of 2021 I have been calling repeatedly, and going to the o2 store on Schoenhauser Allee in Berlin to report multiple oversights to my contract/account, and to ultimately find a solution and conclusion to the fact that all of my requests to o2 for changes to my contract or final payments are being ignored. 

1. A recurring outstanding mahnung in the amount of 1.20€
2. An contract from December to improve my WLAN from M to L which had not been executed
3. And to complain again about international calls charged to my account. 4 times over the past 6 months

Regardless, over and over again and month after month, I pay the fees and the entirety of my bill without any fuss and trust that the block would be performed eminently. Each and every month that I call I am assured that the block has been performed or that it will be performed from the moment the call is complete. And yet every month I pay the full amount and then contact o2 and request that international calls be blocked - AGAIN. I have been stuck in this pattern for over a year now. Today, I requested that the international fees amounting to approximately 24€ be credited to my account for all the times my request has been ignored, as I cannot seem to have anyone at o2 execute my requests. Today they tell me that the block has finally been executed. And for the first time in over a year have also notified me that I can perform this block myself from main o2 app. Still when I called 10 times today, not a single person has told me that I could perform this myself, nor did anyone every walk me through the app at any point in over a year to show me that this feature is at my finger tips. This feels like I am being scammed. 

I would like for this matter to be resolved by crediting my account for the outstanding balance incurred by international calls in the amount of 23,72 for the rechnung from 09.02.22-28.02.22

My kundennummer is XXXXXXXXXXXX

Thank you, 

Sandra

edit o2_Solveig: verschoben von Mobilfunk → english, Kundennummer entfernt