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Getting charged when contract has been cancelled

vor 3 Jahren
18 August 2020
5 Antworten
184 Aufrufe

omercadocoss
Neuling
1 Antwort

I have just found out I am being charged for a contract I have already cancelled since 2019, here´s a snapshot of my Kündigungsbestätigung I received:

schade, dass Sie Ihren o2 Mobilfunkvertrag nicht länger nutzen möchten. Wir bedauern Ihre Entscheidung sehr und bestätigen Ihnen hiermit die Kündigung Ihres Mobilfunkvertrages mit der Rufnummer: 491-----90 zum 08.05.2019.

Each month since then I have been charged even when my mobile number is deactivated and I can{t even login anymore to online support (I had to create a new account to enter this forum).

¿How can I contact a representative when I do not even have a valid phone number and cannot access the portal?

Edit o2_Bianca: Verschoben von Vertrag&Tarife zu English o2 Community Mobile

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Lösung von o2_Tobias 14 September 2020, 16:47

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5 Antworten

Hi @omercadocoss,

welcome to our English community. Thanks for contacting us concerning your cancellation. In order to check your data, I have just sent a private message via @o2_Support to you. Please reply there first of all.

Thanks a lot.

Loving greetings,

Tobias

o2_Tobias
11666 Antworten
vor 3 Jahren
14 September 2020
Lösung

Hi @omercadocoss,

thanks for your details at @o2_Support.

I just checked now the situation: The deactivation was concerning your mobile phone number with 790 at the end.

Additionally, you also had a data contract with the tariff “o2 go” with the mobile phone number 013 at the end. Please check that at “Mein o2” under the following link: http://g.o2.de/mein-tarif

In order to register yourself at “Mein o2”, please check the following instructions: http://g.o2.de/WIA

You are able to end the “o2 go”-contract on 8th May 2021 if you send us a cancellation until 8th February 2021. Please see the instruction for cancelling your contract here: http://g.o2.de/cancelation

I understand that you like to end this contract to an earlier date, but at the moment I do not see how to offer you an earlier deactivation-date.

Loving greetings,

Tobias

omercadocoss
Autor
Neuling
1 Antwort
vor 3 Jahren
24 October 2020

Hi Tobias,

thanks for the reply and a follow up on the matter.

As I mentioned at the start of the thread, once my phone was cancelled I do not have access to Mein O2 since the phone number is not valid. I cannot re-register again either.

I tried to re-register without a phone number in order to see if I could get the details and got the below:

“Diese Vertragsnummer ist ungültig, bitte überprüfen Sie Ihre Eingabe.”
Registrierung als MyHandy Kunde*

If I try to do a “password lost” through the phone number and get:

“Ihr Nutzername ist uns nicht bekannt. Bitte überprüfen Sie ihre Eingabe”

Seems I am locked in here. Is there a way to get the details (Verstragnummer) of this data contract in order to cancel it?

Thank you

Hi @omercadocoss,

thanks for your patience. Sorry that I did not immediately reply to you.

Please mention the customer number in the cancellation letter. You find the customer number (Kundennummer) on each of your invoice or on the direct debit note.

Just send the cancellation letter to the following address:

fax to 01805 571 766

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

Thanks a lot.

Loving greetings,

Tobias

Hi @omercadocoss,

could you already clarify everything with the cancellation of your contract?

If you need any further help, just let me know.

Loving greetings,

Tobias

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