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Formal Complaint Regarding Customer Service Experience

  • June 23, 2026
  • 6 Antworten
  • 61 Aufrufe
L
Besucher:in
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Dear O2 Customer Relations Team,

 

I am writing to submit a formal complaint regarding a customer service call I had today at approximately 15:39 PM.

 

During the call, I spoke with a representative named XXXXXX. Unfortunately, I found the interaction to be disappointing and unprofessional. Throughout the conversation, she appeared to be in a hurry and did not give me a fair opportunity to explain my issue. I felt that she was not listening to my concerns and was focused on ending the conversation rather than assisting me.

 

In addition, I found her tone to be commanding and dismissive. As a customer, I expect to be treated with courtesy, respect, and patience. The manner in which I was spoken to made me feel that my concerns were not valued.

 

I understand that customer service representatives may have to follow procedures and manage a high volume of calls. However, this should not come at the expense of respectful communication and attentive customer service.

 

I kindly request that O2 review the recording of this call and investigate my complaint. I would appreciate a response regarding the outcome of your review and any steps taken to address this matter.

 

Thank you for your attention to this complaint. I look forward to hearing from you.

 

o2_Giulia, 23.06.2026, 16:52: persönliche Daten verborgen

6 Antworten

L
Besucher:in
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In addition to my complaint, I would like to confirm that I have not yet received any written confirmation of my cancellation (withdrawal) submitted within the statutory 14-day withdrawal period for my online order placed on 18 June.

 

I kindly request written confirmation that my withdrawal has been received and that the contract/order has been cancelled accordingly.

jsc
Legende
Forum|alt.badge.img+34
  • jscLegende
  • Legende
  • June 23, 2026

Möglicherweise gleiches Thema

 

Pünktlich zum Release geliefert iPhone 17 Pro Max Silver 256GB nun in Kombination mit Watch Ultra 2 Black
    o2_Giulia
    • o2_GiuliaModeratorin
    • Moderatorin
    • June 23, 2026

    Hello ​@lovelleeaster94,

    welcome to our o2 Community 😀 

    I am very sorry that you had this unpleasant experience; naturally, this does not meet our standards. I would like to sincerely apologize for the inconvenience.

    The best way to submit a formal complaint is in writing. Here in the community, we do not have the necessary access to listen to call recordings.

    Please write to

    Telefónica Germany GmbH & Co. OHG
    Kundenbetreuung
    90345 Nürnberg

    or via our contact form: Kontaktformular

    Our cancellation team has already received your revocation notice. You will, of course, receive written confirmation.

    Feel free to let us know if you have any further questions.

    Best regards

    Giulia

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    L
    Besucher:in
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    Dear O2 Customer Relations Team,

    I am writing to submit a formal complaint regarding the handling of my withdrawal request (Widerruf).

    On 18 June 2026, I ordered the product “O2 Home XL 600” under order number. On 19 June 2026, within the statutory 14-day withdrawal period, I submitted a written withdrawal request by email. In my email, I clearly stated that I was withdrawing from the O2 Home XL 600 contract and I included the order number.

    However, it appears that O2 processed my request incorrectly. Instead of cancelling the O2 Home XL 600 order, I received a notification stating that my mobile contract extension (Vertragsverlängerung) had been cancelled and my previous tariff restored.

    My withdrawal request did not refer to my mobile contract extension. It referred exclusively to the O2 Home XL 600 order. As a result, O2 has cancelled a service that I intended to keep while the O2 Home XL 600 order still appears as “In Bearbeitung”.

    I therefore request that O2:

    1. Immediately review my withdrawal request of 19 June 2026.
    2. Confirm in writing that the O2 Home XL 600 order has been cancelled in accordance with my withdrawal request.
    3. Restore the mobile contract extension and tariff that were incorrectly cancelled.
    4. Provide a written explanation as to why my withdrawal request was processed incorrectly.

    o2_Giulia, 24.06.2026, 16:46: Beiträge zum gleichen Thema zusammengelegt

    Anfänger1
    Legende
    Forum|alt.badge.img+14
    • Anfänger1Legende
    • Legende
    • June 24, 2026

    No demands can be made in the public forum.

    Use the established contact channels,
    but not the forum. ​@lovelleeaster94 

     

    o2_Giulia, 24.06.2026, 16:46: Beiträge zum gleichen Thema zusammengelegt

      Sandroschubert
      Legende

      ​@lovelleeaster94  warum verteilst du ein Anliegen quer im Forum statt die Antworten zu lesen die du bereits erhalten hast?

      Mods zur Info 

       

      o2_Giulia, 24.06.2026, 16:46: Beiträge zum gleichen Thema zusammengelegt

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