Help Needed: Invoice Issue

Hello and welcome ​@Visni Thank you for bringing your concern to the community 🌼

What you describe did not go well at all, and I am sorry to read that. First of all, I have a few small questions to make sure we don't miss anything.

Your first contract is still valid, and the tariff has now been changed as far as i understand. The issue now is to get a refund for the additional o2 Mobile M Flex contract. Have I understood your main concern correctly?

You wrote that you cancelled the o2 Mobile M Flex. For contracts concluded by telephone or online, you have a 14-day right of withdrawal. If you make use of this, the contract will be terminated immediately and any costs incurred will be reimbursed. Did you cancel it regularly, or did you perhaps withdraw from it by contacting widerruf@cc.o2online.de ?

Kind regards, 

Rebecca

Hello Rebecca,

Thanks for the warm welcome 😊 As you mentioned, I extended my old O2 number using an extension package (O2 Mobile XS Flex (2024)), and the tariff has now changed, so I think I can keep my old number.

Now my main concern is the O2 Mobile M Flex contract, which was created as a result of incorrect guidance from a customer service officer. The SIM was activated on 14th August. I had purchased it over the phone shortly before my vacation, and I canceled it via the O2 app on 15th August. However, the app now shows that the contract will only terminate on 16th September. Could you please confirm whether the 14-day withdrawal period applies from the activation date?

In addition, my latest bill includes charges that do not align with my agreed contract, and I would appreciate your guidance on how to have these corrected and refunded.

Thank you very much for your assistance.

Kind regards,

Vishni

If you cancelled the contract via the app then this would have been a regular termination so the date is correct as a Flex contract has a notice period of one month. The 14 days for a revocation will have started when the contract was concluded and you were sent the contract details together with notification of your revocation right.

Concerning the invoice, if you explain what exactly you believe to be incorrect, a moderator can check this for you.

Thanks for the clarification 😊 but, if the two-week period does not work, I would like to mention all the misleading information given by the O2 customer service officer when I was getting this contract. Given the false information he gave me, I am sure I have the right not to pay for the O2 Mobile M Flex Online (2024).

First, I clearly told him I needed to keep my old number and only wanted to switch to a smaller package. He assured me I could keep my number and that O2 would port my number automatically, which did not happen.

Second, he told me I did not have to pay for both the new contract and the old contract in August, and he would ensure that I would only pay for my new contract. This did not happen. O2 later sent me an email saying my reason for canceling the old package could not be considered extraordinary, so I had to pay for my old contract for August. I thought it was okay and accepted paying for both contracts, thinking this would be the last month I would have to pay for two contracts. But if he had honestly told me I would need to pay for both contracts in August in the first place, I would never have bought the M Flex package.

Third, when I went abroad for my vacation, the number did not get ported as he promised. I tried my best to do it myself and got advice from another customer service officer, whose guidance was wrong. I did not get any answers to my emails. I had no choice other than to extend my old number through an extension package. So again, it seems that next month also I have to pay for two contracts.

Most importantly, regarding the M Flex contract, he said I only have to pay €14.99 and €12 for my new SIM. other than that, he told me I do not have to pay anything at all. In my contract, connection fees and unlimited smart data prices were waived. Now, my bill includes these payments, and I am being asked to pay them even though they were not mentioned in my contract.

Imagine being on vacation, writing and stressing about something that was not my fault. My logic is that the M Flex package was sold to me under misleading circumstances, which violates my consumer rights. I gave my consent for phone calls to be recorded; if needed, you can review them to hear my conversations with this customer service officer.

I will remain abroad for a few more months, and I do not want to pay this much money every month without using a single GB from this SIM. I hope I get fair support for the difficulties I have been facing for almost a month now.

Please give me advice on how to resolve this. Thank you.
Kind regards

You will need to submit a complaint to o2 if you feel you were misled. If the contract states that certain charges should be waived this should be possible to correct.

A moderator here in the forum may be able to look at the charges and perhaps shed light on the reason why the number wasn't ported, but you should also send a complaint to o2 via the contact form.

You said you didn't receive replies to emails, but as there is no email address for customer services, where did you send them?

Hello everyone,

I’m happy to share that O2 has reviewed my case and credited the amount I paid for the M Flex contract. Thank you all for your attention and support in helping me find a solution, and thank you to O2 for resolving this matter fairly.

Kind regards

Hello ​@Visni ,

thank you for your feedback. I'm glad that your issue has been resolved and that everything is now working properly.🤗

If you have any further questions, please feel free to contact us again.😊

Best regards
Daniela