Hi @New_to_Community, 

welcome to our English community. It is good that you contacted us immediately after you realized that your device iPhone SE 128 GB in red did not arrive. 

Did you receive today an e-mail concerning your delivery? 

Unfortunately, your order of the device was not approved internally. 

This has nothing to do with your tariff “o2 Free M Kombi”. The tariff was activated and you have a 50% discount on the tariff, this is actually a very good offer. It would be sad if you would like to withdraw from the tariff as well. 

Maybe it is possible to get the device somewhere else. 

If you would like to withdraw from your tariff within the withdrawal-period of 14 days, please use this document: withdrawal form 

If you have any further questions, please do not hesitate to contact our English community. In order to feel comfortable here in the community, we have some instructions for you: https://g.o2.de/willkommen I hope you understand it in German. 

Loving greetings,

Tobias

Thanks for your reply. 
I would like to mention that I had received the same message “your order was not approved internally”.

Then You and BONITAET, Telefinica Germany sends me several email told me that:

“The rejection of your contract was based on an automated individual decision. We have re-checked your order data (internal processing number: S-XXXXXX) and are pleased to inform you that nothing stands in the way of a mobile phone contract, o2 Free M , between you and our company.”

and also they send me 

“ the mobile phone contract we promised has been approved”.

Why you mention that my order has been Not Approved.?

Regards, 

Heba Sultan

edit o2_Tobias: out of data-security-reasons processing number hidden

Hi @New_to_Community, 

thanks for your quick reply. 

We are talking here about 2 different contracts. 

I informed you that your iPhone SE 128 GB was internally rejected. 

The confirmation that you received talks about the approval of the tariff “o2 Free M”. 

Yes, I confirm that you have now the tariff “o2 Free M”, but no iPhone SE 128 GB. 

I hope you understand this now better. 

Loving greetings,

Tobias

Thanks for prompt reply.

How could I know the rejection reason please?

second thing, can I have an official document ( letter or email) declares that I do Not have any smartphone contract.

Regards,

The third thing is that: as you cancelled my smartphone application My Tariff should be reduced to 14.99 Euro as an O2 customer.

My original contract is :O2 free M 20GB + Smartphone iPhone SE was for 36.49 Euro.

Why it is now 29.99 Euro?

Regards,

Hi @New_to_Community, 

thanks for your reply. 

With the e-mail-confirmation of 2nd September 2020, we confirmed your combination-discount of 15 € (Kombivorteil). This means that the basic fee for your tariff is now 14,99 € per month. You will see this in your next invoice as well. 

If you like to receive a confirmation about the disapproval of your iPhone SE 128 GB, please send a letter to the following address: 

Telefónica Germany GmbH & Co. OHG

 Auskunftsstelle

 90345 Nürnberg

Thanks a lot. 

Loving greetings,

Tobias