Hi,

I’ve been using 2 lines with O2 and in May I got new contracts for those lines. I have one o2 Mobile M Online and one o2 Mobile M Boost Online.

For the first one I’m getting charged according to my contract. But for the second one, I’m not getting 3 EUR monthly discount (3 EUR Rabatt aug die monatliche Grundgebühr unbefristet) that’s in my contract, and I’ve been paying 3 EUR more every month.

I called English customer service and the agent said that she cannot fix this and I have to go to the store where I signed the contract. But then she told me that she found out what’s wrong and then she fixed it. The next day I got a new contract (on the first tariff, the problem is the second one) through Email and nothing’s fixed (the same bill).

I went to the store where I signed the contract, and the guy told me that he can see that I’m charged more but then he cannot fix anything and that I need to call the customer service.

I called the English customer service again, and the agent told me that since I signed this at the store he cannot do anything about it and that I need to go to the store. I asked him to send me any sort of proof or policy that it should only be done at the store (so that I can show it at the store), but he said he can’t send me any email and he just hung up on me.

What I would like to ask is:

• Fix the billing amount for the future bills
• Give me refund or credit for what I’ve paid more so far
• If there’s no way but to do it at the store, send me ‘how to do’ so that the guy at the store can do it accordingly.

Thank you.