My wife and I have both started new jobs and each of our employers offer mobile phone contracts. Therefore, a personal mobile contract is with O2 no longer required.
I thought this would be relatively easy given that it has been more than 18 months since our original 24-month contract ended.
When I called O2 to inform them of the situation the customer service agent was extremely rude, didn't listen and blamed me for not understanding German contracts well enough?! Next, I was informed my contract had been automatically renewed for 12 months in 2016... and then for an additional 12 months in 2017????? This would be ok if it was made clear to me when I signed a contract in 2014 but it wasn't at all, this clause is not even found in the original contract I signed (after some investigating there is a clause in the general terms and conditions and referred to in the contract). Also, its strange that our 24-month contracts were turned into 12-month contracts but then not into 6-month contract as per the website.
O2 need to consider their customer experience. We are leaving O2 for a good reason: we have jobs in another city and no longer require personal phone contracts. Perhaps we will require personal mobile contacts in the future or will need to recommend a provider to others. Given this experience it will unlikely be with O2 or Telefonica.
Lösung von o2_Jelena
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