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Hello, sorry to bother you.

I placed an order for a Router on the 19th September after talking to someone from Live-Chat. The person told me it would only cost 5.99€ monthly.

But when I received the confirmation, I saw it actually cost 49.99€ of "connection" fee, 10€ of shipping, and 5.99€ monthly.



I have therefore tried to cancel this order multiple times, but it is difficult to get a clear answer.

The Router was returned on the 24th to O2. But on the 25th, a second router was sent to me.



I intend to refuse this second Router. Can you please help me make sure this does not happen again?



I tried to call the hotline multiple times but I couldn't find an option to talk to someone.



----------- Google translation ----------------



Hallo, tut mir leid dich zu stören.

Ich habe am 19. September eine Bestellung für einen Router aufgegeben, nachdem ich mit jemandem von Live-Chat gesprochen habe. Die Person sagte mir, dass es nur 5,99 € monatlich kosten würde.

Aber als ich die Bestätigung erhielt, sah ich, dass sie tatsächlich 49,99 € "Anschlusspreis" -Gebühr, 10 € Versand und 5,99 € monatlich kostete.



Ich habe daher mehrfach versucht, diese Bestellung zu stornieren, aber es ist schwierig, eine eindeutige Antwort zu erhalten.

Der Router wurde am 24. an O2 zurückgegeben. Aber am 25. wurde mir ein zweiter Router geschickt.



Ich habe vor, diesen zweiten Router abzulehnen. Können Sie mir bitte helfen, die Bestellung zu stornieren?



Ich habe mehrmals versucht, die Hotline anzurufen, aber ich habe keine Möglichkeit gefunden, mit jemandem zu sprechen.
Dear @Gaulwa ,



first of all, welcome to our forum. Nice that you have found the way to us. :-)



When you send a router back without a cancellation of the order, a new one will be send to you, every time a router comes back to us, because you ordered one from us.

I cancelled the order for you and you have to send the router back to us. So I hope you won't get another one. 😉

I also made a credit booking for the connection fee.



Do you have any questions about using our community? Then take a look at Neu in der o2 Community? Die wichtigsten Funktionen und Hinweise auf einen Blick. There you will find all the information you need to use!



Kind regards,

Andrea
Thank you very much.

That's the thing, I cancelled many times, and got in contact with about 7 different people from your customer support service.

I had multiple confirmations that the router would not be sent again.... and it got sent again.



Thank you for your help. I'm glad this is resolved.
Dear @Gaulwa ,



the old router is back now and the credit booking was approved. I hope you don''t get a new one. 🤔



Kind regards,

Andrea
Haha, I hope not.

Thank you for your help.
Hello, I just got a new email for an order (Auftrag?) Where I am still getting charged the monthly 6€ Fritzbox option for the router we cancelled. Can you check this and make sure it is cancelled?
Dear @Gaulwa ,



you received an email with the changes of your contract. Gekündigte Optionen = cancelled option





That means, you don't have to pay 5,99 Euro every month for the FritzBox 7590.



Kind regards,

Andrea
Ok, thank you for your reply 🙂

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