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Extra charged for connection (a year later)

L
Rang
Hello,

I was just charged 31 euros extra on the rechnung for August, for an Einmaliger Anschlusspreis (starting on July 30 this year), when I have this contract already since the month of october last year, and the connection was already covered.

Grundgebühren (monatlich) Tarifzuschlag 15,00 Euro 19% 12,6050
O2 Free M Boost 19% 29,4034
Verbindungen & Services Verbindungen ins Ausland 19% 1,1400

Einmalgebühren Einmaliger Anschlusspreis - 30.07.2019 19% 25,2016


Can you please give me a somehow useful reply, as it is impossible to talk with ANYONE who can communicate in english now? (Which is extremely weird, considering how easy it was, back when my contract was made).......

Thanks.

3 Antworten

MariaMostrich
Rang
Hello @luigimike87 ,


Welcome to O₂ your german community 🙂


Please understand that not all participants and customers write a language other than German. If we have questions about our bill, then we can also contact the personal support of the O₂ hotline and can clarify our request immediately.

The prices include 19% vat once gross and once declared net in youre bill. One-time connection price means that you had ordered something chargeable.
Can you remember ?

That is no problem patience until O₂ moderators team explains or calls you O₂ contact. Clic Me

Best regards, 🍒
MariaMostrich
Gut zu wissen: Telefonica ihr O₂ Service Team antwortet uns hier in unseren Threads innerhalb von nur 3- 13 Tagen. (No Chat) ¯\_(ツ)_/¯
L
Rang
Hello @MariaMostrich,

I am aware of that. But that is why I posted this message specifically in the "ENGLISH O2 COMMUNITY" section of the forum, and not in the general german one.

Also, I am fully aware of those other channels, but in both cases (O2 hotline AND twitter account) I was fully rejected and told to post a complaint in this section so someone could help me.

I have my account and contract since almost a year ago, and back then of course, the einmaliger Anschlusspreis was covered, as it should be. Since then, I never made changes, requested new or different services, or even contacted o2 for any reason.

But, so far the only answer has been: "yeah, that must be an error."

Anyway, waiting to see if any moderator or representative for O2 finally appears and is able to explain why they decided to take extra money from my account without my consent.

Thanks for your reply,

Best Regards
o2_Kurt
Hello @luigimike87 ,

thanks for contacting us.
The Anschlusspreis should have been processed last year, but something seems to have gotten in the way.
As you can see in your Contract Confirmation, the Anschlusspreis was supposed to be discounted down with another Item: The Anschlusspreisbefreiung.

That Item was deactivated one month later (which is common, since the Anschlusspreis should´ve been on the bill by then).
Our system scanned your contract for unfulfilled orders and found the Anschlusspreis, until then nowwhere to be seen on any of the bills.
That is how the Anschlusspreis landed on your bill, sadly without the Anschlusspreisbefreiung.

I´ve requested a refund of the costs for the Anschlusspreis. That may take a few days, you should see the funds on the next bill.
I´m sorry for the inconveniences!

Viele Grüße,
Kurt
Signatur :)

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