Hello.



First off...this is suggestion.

You could do some version in English.I was trying...more then 20 minutes to register here.There is the pop-up,which says something like "register".And when I go to new page and register (enter e-mail,my user-name,password) and finish it - nothing happens.No confirmation e-mail,I can't log in...nothing.Pretty annoying.Fix that.



Then I found new link (not in that pop-up) and finally I registered.

Suggestion is that you made one thread sticky,with instructions how to register in English (or fix that pop-up,with registration).



Now...



This is copy/paste of the e-mail I just sent (vertragskunden-kontakt@cc.o2online.de).But I got automatic reply.As I understood (I'm not good in German) that e-mail address is not in usage.



Another suggestion:for foreign costumers maybe you could make some support via e-mail.Not like this.I'm not such big fan of making my data public (like here,in the public forum).



Anyway...here it is:

Hello.



I couldn't find the most appropriate e-mail address,so I'll write to this.

If it's not the right one,please forward it to the the appropriate department.



So...

I am ... [I removed my name and surname] and I am owner (or at least I THOUGHT so) of the phone number in O2 network:

xxxxxxxxxxx61

It is prepaid number.



I bought that SIM card in Munich,in 2017.

I was even in your company building (Georg-Brauchle Ring,big building,with big O2 sign on the outside of the building) to register it and to sign prepaid contract.



Meanwhile...I lost that SIM card.

I called by telephone (actually my friend called you,he speaks German,I don't speak) and,to my surprise I was told that I am NOT the owner of the number.But some other person (some Muslim lady,I think).



I went again to your company building (G.-B. Ring),to see what's going on and get the same number.I can't remember the exact date,but it was around 5th-10th June (maybe even 15th,not sure),but somewhere on the beginning of June.



When I walked to your company building I was directed to video-call chat with support.OK,great.



What the man from support told me,after I have told him that I lost my SIM card and told him the number,is that I go to the shop nearby (~200 meters,near Aral gas station) and to ask them to give me duplicate of the SIM card and that they will give me.I went there right away,but the man who was working there told me that is possible only for postpaid numbers,not for prepaid (like mine).



I went back to the main building,again to video-call support,and told them what happened.

Next,the man from support told me that I give him my address and that they (02 company) will send my new SIM card.I gave him and he told me like "In few days you will get SIM card".



So...

Maybe a week passed,but no SIM came to my address (I am from another country,not Germany,by the way).



I returned again to that building,again to video-call chat.I told them I didn't get the SIM card yet.

Next,man apologized and told me you cannot send SIM cards to my country,just in Germany,as I remember.The problem was I had no address in Germany (I came as a tourist,I'm not living in Germany).Then I asked him if it's possible that he sends SIM card to the building where I was to speak with him over video-call (G.-B. Ring),he said like OK and to come tomorrow.



So,again I'm coming tomorrow...but still no my SIM card.



So,again to video-call,again asking what's the problem,why am I not getting my SIM card...and then the woman tells me...that I am NOT the owner of the SIM card and therefore they cannot give me that number.I can only get new number.



I was so surprised,I could not believe.

I even showed her the contact that I signed,when I registered my number.But she said like "OK,I see,but in our system it's not like that".And that the ONLY option for me is to get new SIM card and new number.The old number (xxxxxxxx61) I could not get.



So...in the end...I want to give some feedback,about that situation.

1. tell your Support to know what they are doing/what they are telling to costumers.First they tell me "Go in our O2 shop and they will give you there".I go and they can't give me.Next they tell me that they will send me SIM card by post.I wait and then they don't send me.Next they tell me they will send to that O2 building in G.-B. Ring.But AGAIN they don't send it.All that is lasting for about 10 days.I must stay in Munich 10 days because of it,waiting for my number.I was going to other town to ask for assistance (in your O2 shop in that town),but they just told me they can't help me and to go in the town where I bought and register my SIM card.So,I can't go anywhere else,I must wait in Munich 10 days until I get it.And then I DON'T get it.That is disappointing and disrespect.
   
2. Also...how can I sign contract with your company,that number is mine (that I am the OWNER) and then,when I lost it,you say that somebody else is the owner?If somebody else was the owner before me,how/why did you let me to sign the contract for that number?If I am the owner,how is then when I call you,you say that somebody else is owner?I mean,how can you have 2 contacts (2 persons/2 owners) of the SAME number?!Is that legal?
   

I was on the road,recently I came back home,to my country.That is why I'm writing you now,and not right away.

But nevertheless,the points I made are still standing.



Bye

Edit o2_Jelena: Data Protection