If the investigation is done you can solve the problem.

It is not the fault of O2 if you’re abroad for 5 Months. So please be patient.

BR 

Witti

Hey @Haff123,

Welcome to the o2 community.
Sorry to hear that the order went so unfavorably. When did you last ask us about this issue? You have to understand that customer support can only start checking when they know about the problem and that is of course only since you reported it.

Greetings,
Flo

I have contacted the customer support verbally on April 2023 and sent a letter explaining the situation on first week of May. But the customer support didn’t contact me back even with a reply mail until now. After the letter I contacted the customer service and they informed me an investigation is going on. But they won’t tell me how much time it would take. Its been 2 months after the letter and how much am I supposed to wait…

But I have informed the store that I won’t be around and told them to keep the phone at the store. 

Hey @Haff123,

I re-addressed a ticket in your data set and hope that it can now be resolved. The device is apparently currently untraceable, however the charges should be booked out so you don't have to pay anything. Please be patient. 

Greetings,
Flo

Hey,

I was thinking about moving with a lawyer and your answers gives me some hope. It really hurts when you are paying for something which is not delivered. I can wait a little bit more, however could you give me an idea about how long would it take..

Thanks in advance

Greetings,

Hey @Haff123,

Thank you for your patience! 
The ticket was processed again today and is now finally in the hands of the specialist department. I'm sure you should receive an information in the next few days!

Greetings,
Flo

Hey

Thank you very much for your efforts. I hope things will turn out fine. Eagerly waiting for their reply…

Greetings

Hafiz Mohamed

Hey @Haff123,

I keep my fingers crossed that the payout will now be processed quickly. Thanks for your patience with this case! 

Greetings,
Flo

Hey, 

My account has credited 247 Euros on 25/07/2023 from O2. Actually I have paid them 288 Euros in total, there is a difference of 41Euros on the credited amount. (Thanks for your efforts)

And after that O2 has debited an amount of 41Euros on 31/07/2023 (Today). So I am confused a little bit. Is my contract is still active or not.

Greetings

Hey @Haff123,

I saw that you still have a mobile phone contract, which of course still runs. In my o2 you can see all the information. Obviously, the invoice amounts were missing. 

Greetings,
Flo

Hey, 

Since the phone is not delivered I hope, I can cancel the contract, right, Is that possible or not?

Otherwise the monthly installments will be debited from my account and how would I compensated for that..

Greetings,

Hey @Haff123,

The cell phone and rate plan always run separately at o2. Therefore, this contract was never part of the past process. Was this a contract with a smartphone at the time? So you were sold both together?

Greetings,

Flo

Hey,

It was sold both together, the smartphone and the SIM card. The SIM card works perfectly. The monthly installments were 41 euros for smartphone and 19.99 euros for SIM card. I think the contract is together. On 31/07/2023 the debited amount was 41 euros for the smartphone and it was happened after the refund from o2.

So I would like to cancel the contract. Is it possible to do it only for the smartphone and not for the SIM card..

Greetings

Dear @Haff123 ,

usually we are not allowed to deactivate contracts from shops here. I'll find out if we can arrange this and get back to you.

Kind regards,

Andrea

Hey Andrea,

Consider this as a special case and please do the needful. Thanking you in advance and waiting for your response…

Greetings

Hafiz Mohamed

Dear @Haff123 ,

I have once again requested a payment of the last debit from July 31st, as this took place after deactivation.

The mobile phone contract should continue?

Kind regards,

Andrea

Hey Andrea,

No, I would like to cancel the mobile phone contract

Greetings

Hafiz Mohamed

Dear @Haff123 ,

but you are using the mobile phone contract at the moment, it is not the one for the Hardware, that one is cancelled, it is the to phone and use the internet.

Kind regards.

Andrea

Hey Andrea,

Oh OK, I would like to continue the mobile phone contract (Tarifrechnung), it works perfectly fine. I am currently using it for the internet.

 I hope O2 won’t debit any more amount for the hardware since it is cancelled.

And I got the refund of 41 Euros which was debited after deactivation, Thank you for your efforts.

Greetings

Hafiz Mohamed

Dear @Haff123 ,

It's good that we talked about it again, the mobile phone tariff contract will remain the same.

Kind regards,

Andrea

Dear @Haff123 ,

now everything should be reimbursed and paid out. The mobile phone contract remains in place as requested. Does everything fit for you then?

Kind regards,

Andrea

Hey Andrea,

Yeah, everything is perfect now. I hope there won’t be any unnecessary debits from now on.

I am perfectly ok with the mobile phone contract.

Thank you again for the efforts you have taken

Greetings

Hafiz Mohamed

Dear @Haff123 ,

I am glad that everything fits for you now.
Feel free to contact us again if you need support.

Kind regards,
Andrea