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contract termination, temporary suspension of number

Ojam2e
Rang
Hello,

I have requested a contract termination, and the thing which I can see from the self service is that the termination will be done in October. I will be leaving Germany on the beginning of next month. Is there a way to pay up everything that is left on the contract ( phone payments+ monthly bills- if the service can not be temporarily suspended)?

Is there an option of a temporary suspension on a phone number ( I wont be using the service from beginning of next month)?

Additionally I found out that I have been charged for a service that was activated automatically and I haven't used it ( EA games flat), is it possible to make a claim to get it refunded?

icon

Lösung von o2_Jessica 7 February 2018, 16:58

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22 Antworten

o2_Nicolas
Hi @Ojam2e 

first of, according to my data your contract will not be terminated in October, it is up in January 2018, as are the payments for your myHandy contract.

Furthermore, the contract has not been cancelled yet. Please note that any contract must be cancelled at least 3 months before it is up as it will be automatically prolonged by 12 months otherwise, meaning your contract needs to be cancelled by October 3, 2017.

If you want to pay it in advance, you can do so for the myHandy contract without issues. Just go into a o2 Shop and let them know, you can pay the rest right there.

As far as the contract is concerned, you mentioned that you will be leaving Germany next months. Are you leaving for good or is it a trip abroad? If you are returning to Germany at a later time, we could deactivate the contract, which would then also stop the payments, and reactivate it when you are back in the country. If you are actually moving to another country, you can fill out the following form: https://www.o2online.de/assets/blobs/pdfs/contract-cancellation-moving-abroad/ 

Your contract will then be terminated out of order after 3 months.

Lastly you asked about a refund for the EA Games Flat. Unfortunately I can't give you a refund, as the EA Games Flat was always mentioned in the bills and in your account, therefore you could have cancelled it at any time.

I now set it to be deactivated tomorrow, but regardless of usage it was booked and you could have been using it the entire time.

Kind regards, Nico

o2 Free - Freedom is limitless

Ojam2e
Rang
Nicolas,

firstly thanks for the reply, I understand the EA games policy and thank you for cancelling that. Secondly I was in the O2 shop in my town in July to notify that I want to end the contract and I am more than happy to pay off whatever payments that are left for my handy. I even took a paper there from my work to prove that I am moving away from Germany, I was told that I will be contacted to end the contract, which hasn't happened. Therefor I see it as the contract should be terminated in October?

I would like this to be solved before end of this month, because as on the 1st of Sept I am already in another country.

Regards,

Karli

o2_Nicolas
Hi Karli,

did they give you this form: https://www.o2online.de/assets/blobs/pdfs/contract-cancellation-moving-abroad/ ?

Regards, Nico

Ojam2e
Rang
No they did not, the first time I went I was told that I need to provide a paper from my employer stating that I am leaving the country. I work for a governmental institution so I really was notified with short time of my move. I provided the paper from my work on the 31st of July.

Regards,

Karli

o2_Nicolas
In that case I have to assume that there was some sort of misunderstanding. As I mentioned before, if you are moving abroad you can have the contract cancelled outside the actual sequence by filling out the form and providing us with the required documentation.

The contract will then be active for another 3 months.

Regards,

Nico

Ojam2e
Rang
Ok, should I take that paper to the O2 shop? In that case I could ask them that what happened to the other paper

.

Karli

o2_Nicolas
You can take it to the shop, they will then send it to our headquarters, or you can just send a fax. I can't imagine they would remember after this time.

Kind regards, Nico

o2 Free - Freedom is limitless

Ojam2e
Rang
Hi again Nico,

I have now moved away from germany and the last mail that I recived from O2 was that I have a fixed contract that can not be terminated before end term ( in january). 

Is there a way to get in touch with someone who could look into the matter again and could send me a last bill so I could free myself of the burden and close my german bank accounts. If that is not possible, then how could I make sure that my contract would not be extended automatically?

Regards,

Karli

Ojam2e
Rang
Hi again Nico,

 

I have now moved away from germany and the last mail that I recived from O2 was that I have a fixed contract that can not be terminated before end term ( in january). 

 

Is there a way to get in touch with someone who could look into the matter again and could send me a last bill so I could free myself of the burden and close my german bank accounts. If that is not possible, then how could I make sure that my contract would not be extended automatically?

 

Regards,

 

Karli

o2_Nicolas
Hi @Ojam2e 

not sure what happened exactly, whether you called us or not, but this morning the error was rectified and the cancellation date has been changed to October 10, 2017. My work done for me ☺️ 😉

If there's anything else I can do for you, please don't hesitate to ask.

Kind regards, Nico

o2 Free - Freedom is limitless

Ojam2e
Rang
Nico,

Danke schön for your help!!!

Regards,

Karli 

Ojam2e
Rang
Hello again Nicolas,

just to see this thing through to the very end- please specify the contract that has end date today ( 10.10.2017) is that for the phone payments or is it for provided services?

I wanted to say that I have no problem with paying for all the phone payments, the contract that I wanted to end was the service contract, as I don't need to use the german O2 phone service.

Please verify whether I can close my account ( and know that I don't have any bills to pay in germany) or I need to keep the accounts open until January?

Best regards,

Karli   

Ojam2e
Rang
Hello again Nicolas,

I am writing again as there has been some kind of misunderstanding I'm still receiving bills for service that I don't use an have asked to be canceled since july last year. Could you please look into the matter again and confirm that there is a mix up with the billing.

I have closed my german bank accounts as my understanding was that the contract was terminated.

Please clarify and let me know what is the problem or issue?

Thank you!

Karli

NicolettaD
Rang
Dear Ojam2e and @o2_Nicolas,

Thank you for posting your query and for providing help and answers. I am in a similar situation, I had to move back to my country but when trying to close the contract I was told in shop that I could not do an advanced termination. So I waited for my contract to expire but it seems it has been automatically renewed without request to confirm (I do not speak German). I need to close both contract and bank account asap.  

I now read on the website that I can send notice of termination and then cancel my contract by phone within the following 10 days. If I call, will I find someone speaking English? When will the contract actually be terminated?  

My data say that End of contract is 12/12/2018, Extendable from:01/21/2018, and Notice period:3 month (s) to the end of the contract, with latest cancellation date: 09/12/2018.



Thank you in advance for your help.

bs0
Rang
Benutzerebene 7
Abzeichen +7
NicolettaD schrieb:

Dear Ojam2e and o2_Nicolas,

So I waited for my contract to expire but it seems it has been automatically renewed without request to confirm (I do not speak German). I need to close both contract and bank account asap.   



Contracts do not just expire if you don't terminate them by giving the required notece (in this case at least 3 months before the end of the term).

NicolettaD schrieb:

Dear Ojam2e and o2_Nicolas,

I now read on the website that I can send notice of termination and then cancel my contract by phone within the following 10 days. If I call, will I find someone speaking English? When will the contract actually be terminated? 




If you do this now the contract will be terminated on 12th December 2018.

If you have left Germany permanently and have a deregistration dicument (Abmeldung) from the authorities, you can cancel the contract earlier by paying for just another 3 months. To do this, you will needs to complete this form and send it together with the requsite documents: https:///external-link.jspa?url=https%3A%2F%2Fwww.o2online.de%2Fassets%2Fblobs%2Fpdfs%2Fcontract-cancellation-moving-abroad%2F 

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Ojam2e
Rang
Hello Nicoletta,

The situation is frustating as there is no solution to the matter and I don't understand where to turn to. Before I left germany I was told taht ALL contracts can be terminated in the case of permanenly moving away from germany- the O"2shop asked me to bring in a written paper from my workplace that I am being transfered to another country and my work contract is ending in germany.

About calling O2- I have little faith in getting someone on the phone for service in english, to me it looks like this is the only place for people who do not speak german. I have asked for a direct contact to someone who could deal with the matter but with no luck.

I hope you can solve your issues without paying for a year for a service that you will not use.

Regards,

Karli

Ojam2e
Rang
Dear bs0,

As I have written previously in my post that I have asked for a contract termination since JULY 2017, I took a written paper from my work stating that I will be moving permanently away from germany in AUGUST 2017. The people in O2 shop told me that the cancellation will be done in 3 months time- I have payed the bills for the 3 months that followed JULY, the payments that were left on the contract for my phone were deducted from my german bank account, but still I am being billed for a service that I have asked to be terminated almost half a year ago.

Could I please get an answer on what should I do to get the last 2 bills revoked, the contract terminated and the matter over with. I would like to remind you that I am no longer living in germany nor do I have a german bank account. If there are documents that I should present, then I expect a dedicated email address of the person dealing with the matter, as the communication link provided by this forum is not sufficient.

Looking forward to your reply,

Karli

o2_Jessica
Benutzerebene 7
Hello Karli (@Ojam2e‌),

I'm really sorry for how it all turned out.
And I have another news for you which is not as good as you would probably want to hear. But I'll help you with it!

My colleague Nicolas linked that one form for you, which is necessary for the company to end a contract because of moving abroad: Click.

But this form never reached the company. Did you send it to o2, plus the further needed documents:

- deregistration certificate of your place of residence in Germany

- a notification of your new, foreign domicile

   alternatively a confirmation of your employer or landlord

These documents are not there.

There is only a form for pausing the contract, not for ending.

And the deactivation date was not for your contract, but for your MyHandy phone contract (the rates).

So, your contract is still running, and there is already a dunning letter open.

Prepare all the documents that I wrote here now, and to make it faster: you can also send it to me via private message here, and I will care for everything else!

I explain to you how to send those documents (scan or picture) to us:

- click on your own Username on top of the page, right corner. In that new window you open "Mein Stream und Aktivitäten"



- in that new window click on "Mein Stream"



- there you have to click on "Nachricht senden" (sending message)



- put in o2_Support as the addressee und right next to the "Absenden" (sending) button you find the icon to attach a picture.



And please also transfer the open amount of your contract to the bank account of o2.

Otherwise you could be handed over to the debt collection in Germany. As soon as that happens we can not do anything anymore!

Kind regards,

Jessica

4 Anlagen
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Ojam2e
Rang
Jessica, 

Thak you for your reply and i am sorry thet my response is with a delay.

I can not open "mein stream and aktivitäten", as all teh oprions taht open are in english and none of them have anything to do with my stream. Could I please have someone to whom I could personally send my documents- this whole thing is a joke and has caused far to much trouble then it should have done. Please provide me a way to send/publish my documents- otherwise I will just have to publish my personal details here.

Best regards,

Karli

o2_Ubbine
Benutzerebene 7
Dear Ojam2e,

I can see, that the contract for the No. -511 has been terminated as of today. There are no other items booked to your account. You will receive one more bill, in which you will be prompted to cover the previous expenses.
If you have further questions, feel free to ask. ☺️

Regards,
Ubbine

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Ojam2e
Rang
Hello o2_Ubbine,

I received the the last bill, with 1 week due date- which I noticed after I received an inkasso notice- it does not make me very happy. I would greatly appreciate it if the inkasso notice would be withdrawn and the due date of the bill to be moved to the 1st on June.

Regards,

Karli  

o2_Ubbine
Benutzerebene 7
Dear Ojam2e,

I will message you directly. Please read the direct message and respond in the privat chat.

Kind regards,
Ubbine

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