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Contract automatic renewal - very dissapointed

LongtimeLoyalCustomer
Rang
We have been long time customers of O2 Germany. Although their network is not the "best" I always found the price-performance as expected. I even convinced my wife to join O2 in 2014.
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.

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Lösung von o2_Jelena 7 March 2018, 18:03

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11 Antworten

Sächsin
Rang
Do not take it for me, but apparently you understand German contract law in mobile really not.
You had contracts with a minimum term of 24 months, and these will automatically be extended by 12 months if not terminated on time. Will not be terminated in time, then follow again 12 months of automatic renewal.
That is exactly the same in the terms and conditions, which you reached upon conclusion of the contract. Did not you read those?

The terms of the contracts as well as the last possible termination date can be seen in the "my o2" portal and since December 2017 also on page 3 of the bill.

Politik: ein Streit der Interessen, der sich als Wettstreit der Prinzipien ausgibt. Ambrose Bierce ------ Der Kluge lernt aus allem und von jedem, der Normale aus seinen Erfahrungen und der Dumme weiß alles besser. Sokrates --------- Nein, ich bin kein Fußabtreter!
LongtimeLoyalCustomer
Rang
These additional T&Cs were never made clear to me back in 2014 when I signed the contract.  Also, the double 12-month renewal is not clear at all even in the T&Cs and in my opinion, it is a waterfall renewal i.e. 24-month --> 12-month --> 6-month --> 3-months.

The other point of my post is also to discuss poor customer experience.  This is without a doubt the most ridiculous contract I have ever been “automatically” entered and given that in 2014 I could barely speak German and the sales rep spoke English with me I didn't know I was also signing for some other hidden T&Cs for automatic renewal. Moreover, I'm being fair and have been a good customer, I just have a genuine reason to leave the contract before O2s date.

Finally, just because "my O2" exists doesn't mean everyone use it!

Sächsin
Rang
I don't know what happened at the passage from the GTC
 "contracts with a minimum duration of 24 months shall be extended by 12 additional months, unless they are terminated by a party with a period of 3 months at the end of the minimum term or at the end of the respective extension period. "
should be misleading.

The contract was concluded with a 24-month contract period and thereafter is always! automatically extended by 12 months, unless terminated in due time.



You do not have to use the portal "my o2", but you should always check your bills and the contract data will be there as well.

Politik: ein Streit der Interessen, der sich als Wettstreit der Prinzipien ausgibt. Ambrose Bierce ------ Der Kluge lernt aus allem und von jedem, der Normale aus seinen Erfahrungen und der Dumme weiß alles besser. Sokrates --------- Nein, ich bin kein Fußabtreter!
LongtimeLoyalCustomer
Rang
In the same clause it states upon end 12-month contract will be changed to a 6-month contract.  This makes sense. But I was given 2 times 12 months???

Sächsin
Rang
No, for you only the paragraph with the 24-month term relevant, which I have already posted above.
The contract was initially concluded for 24 months and is always automatically renewed for 12 months if not canceled in time.

Politik: ein Streit der Interessen, der sich als Wettstreit der Prinzipien ausgibt. Ambrose Bierce ------ Der Kluge lernt aus allem und von jedem, der Normale aus seinen Erfahrungen und der Dumme weiß alles besser. Sokrates --------- Nein, ich bin kein Fußabtreter!
LongtimeLoyalCustomer
Rang
That's your opinion saying but this is not clear!  Strange you seem to be very sided towards O2. Hope you're being paid well 😉

LongtimeLoyalCustomer
Rang
This seems to have been going on at O2 for quite sometime: https://hilfe.o2online.de/thread/112754 

V
Rang
LongtimeLoyalCustomer schrieb:

That's your opinion saying but this is not clear!  Strange you seem to be very sided towards O2. Hope you're being paid well

Bullshit!

You can believe native speakers. If not, ask for a professional translator and pay their bill  😉

btw - the automatic and never ending renewal is part of all mobile contracts (all main mobile providers).

#wirsindmehr
LongtimeLoyalCustomer
Rang
Now I being sworn at!?

Just because these are common in Germany doesn't mean that the customer experience needs to be so poor. Maybe a simple reminder letter would also help before they lock someone in for another whole year!

O2 should have some common sense.  This type of treatment leads to zero chance of a returning customer and zero chance of customer to customer promotion.  I also gave a very good reason for leaving.  It wasn't even because I was dissatisfied, just my situation changed. But not I am extremely dissatisfied!!!

V
Rang
If you stay abroad, you will have to accept national legal rules. A contract is there to be respected. This is also common in other countries. Don´t sign a contract, if you don´t agree with him.


Pacta sunt servanda (latin)

#wirsindmehr
o2_Jelena
Hi @LongtimeLoyalCustomer,

the information you got here regarding your contract-term is correct✅ I'm sorry, that wasn't clear for you, but this is standard procedure here (and also with other providers). You can find here more information about this topic: How to cancel a mobile tariff with minimum contract term

Best regards, Jelena

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