Hello @lksiemin ,
thanks for sharing your request with us. 
I understand, that receiving a letter from an incasso company is not the surprise which you wanted to receive.
Unfortunately there were no choice because not everything was fine. 

I have written you a personal message over our o2_support account, because it is a sensitive theme and the details should not be placed in a public area. 

If you have further questions, you are welcome.

best regards
Michael

@o2_Micha 

Thank you for the information you provided on my personal inbox, it makes things clearer, and I do see there is a problem, but the problem is not with me, it's with o2.

I completely understand the situation, but if you look at my post history here, you will see I had problems with payment methods. To be more specific: The bank I had an account on when I signed the contract closed down. I tried a trillion times to change the bank on my payment information and I had absolutely 0 useful support from the o2 team.

You can check it out, it's in my history.

So, the only possible solution, which I got as an email from the o2 team, was to make a manual BANK TRANSFER and use the kundennummer as an identifier.

I HAVE BEEN DOING THIS SINCE NOVEMBER 2022. I SENT THE PAYMENT EVERY SINGLE MONTH.

And I thought it was working because the other rechnung I received on my email was showing that the previous debt was decreasing. 

And now all of a sudden I get an INKASSO email? 

I have all the information I mention here saved. It's in front of me right now. 

So it turns out I HAVE PAIED EVERYTHING FOLLOWING THE INSTRUCTIONS OF O2. O2'S SYSTEM KNOWS THAT BECAUSE IT WAS CORRECTLY ACCOUNTING FOR MY PAYMENTS. AND YOU NEVER TRIED TO GET IN TOUCH WITH AT ALL. NOT VIA EMAIL, NOT VIA MAIL, NOT VIA SMS. NOTHING.

AND I STILL GET AN INKASSO LETTER? 

I really want to avoid having to take legal action against o2.

So please, I urge you to help me get this sorted out. Otherwise I will have to be the one sending letters via my lawyer.

Thanks!
 

@lksiemin thanks for your fast answer. 
I am only able to answer to parts of your comment. 
In your data there is only one request from Novembre over our portal at which you asked about our bank details. 
But there is no information about any further contact ans unfortunately no payment to your o2 my handy account since novembre. 
As i have allready written, we send you short messages every month but haven´t received any response. 
So we had to made a decision. 

For a payment agreement or question aboout the payment, please contact the inkasso company. 
If there are other questions left, please inform us. 

kindly regards
Michael

@o2_Micha 

I will not speak to any lawyers. If it becomes necessary, I will have my own lawyers do it for me.
 
Are you seriously saying there is nothing you can do to help me? 

I do not recall any contact attempt, I think this is not a truthful comment from you. 

I will post the following image from my bank app:
 

My last payment was 16 days ago, not in January, as you are trying to make me believe so.

I have never skipped a single payment, and I have all the receipts to prove it. This can't possibly be my fault at all. I don't know why you can't just be honest and help a customer. 

I will let you know right now: 

Either you get someone who can help me to talk to me and resolve the situation, or we will have to settle this in court, and I will ask for indemnisation for being treated so awfully every time I need assistance to deal with your poorly built company.

I have nothing more to declare.

Thanks for the attention.

@lksiemin thanks for the last post. 

Unfortunately there are not many informations in the first screen. But at the last screenshot there were out iban, plus the information that we need the customer number in the purpose of the money transfer. 

If this one were missing or wrong, than it is impossible to assign the money to your bank account. 

In adition to the monthly messages we sent to you we were forced to assign the claim.

kindly regards 
Michael

If you transferred the money to the wrong o2 account or did not include your customer number then you will need to speak to the Inkasso compoany to resolve this and find out what happened to the payments. You don’t need to pay a lawyer yourself to do that. Did you check both the account and the reference text?

Nobody here can resolve this for you as the debt has been assigned to the Inkasso company.

@o2_Micha 

My brother in christ, I wouldn't be so outraged if I wasn't sure I included the right number. I am here in good faith to solve this issue, so before posting I made sure I was in the right. And it's impossible to say I am not. Here is the full receipt for the image I sent. I censored my personal information, but you can see the number. 

Furthermore, even if I had got the wrong number (I did not) it would make sense for use to identify the payments now. You can't just take the money and pretend you don't know where it is.

 

Edit o2_Lars: Please never post any personal information in a public forum. - 01.06.2023 - 16:33

@bs0 Thanks for the info.

In all honesty, I am not from Germany and I am not super familiar with the legal procedures here, so I admit to be a bit insecure to speaking to lawyers. I know I have all the documents to show I made the payments.

I sent them an email, and got no answers. I asked them what this is about and they never got back to me. So I don't know what else to do.

If you have been in touch with the Inkasso company, did you send the proof? If they are not communicating with you then I would send them a letter rejecting the claim by recorded delivery (Einwurfeinschreiben) including the proof so that you have a record of them receiving it. You can then ignore any future communication from them. The only document you need to be very careful to repond to quickly (within 14 days) is a so-called Mahnbescheid, if the Inkasso company decided at some point they still have a valid claim and wish to pursue it in court.

@bs0 

Thank you for the information.
I will see what I can do. But this is incredibly annoying, I did absolutely nothing wrong, and I have no fault if o2 can't get around their own system.

So let me express my frustration once again: 

I am currently unemployed.

I can't afford to make the full payment. This is all a huge huge huge turn down to me. I should never have made business with o2. I hope anyone considering a contract with o2 sees this thread and understand just how absolutely awful this company is. 

It is amazing just how difficult and impractical every single interaction with the company is. I seriously do not understand how can so many people work with such a large budget and still not be able to deliver 1 single valuable interaction. It's like a whole MNE dedicated to make the world a more miserable place.

Sorry about the rant, I do not mean to hit anyone personally. But the treatment I get from this company makes my opinions justified.


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O2, vertrag, handy, mobil, o2 contract, o2 good, is o2 good, o2 complaints, o2 help, o2 worth it, o2 for expats, o2 review, o2 payment, o2 help, o2 support, o2 assistance, o2 customer support, 

@lksiemin thanks for the further screenshot. In order to avoid trouble for you, i masked your personal data, because this is a public community. 

I am sorry for your situation but i have to tell you, that the masked Kundennummer belongs to your current mobile contract and not to the o2 my Handy contract for the i phone. 
So i recommend you to talk to the inkasso company to clear the mistake. 

kindly regards
Michael

@o2_Micha 

Well the recommendation sent to me by the o2 support team was clearly to include the kundenummer. Which I did. Let's remember this all started because o2 wouldn't allow me to change the bank where the direct deposit was being taken from. All my obligations were met, and all the recommendations were followed. I also had a contract with Vodafone and they didn't take a single hour to fix the exact same issue for me. And now, 6 months later I find out that o2 was still no capable to fix something so silly. I am not responsible for o2 being a mess.

Anyway, thanks for the help! 

The problem seems to be that you included the wrong customer number → the one for your mobile tariff and not the one for the phone contract. It may well be that o2 was responsible for you not being able to pay by direct debit, and that is something you are of course justified complaining about, however, the issue you are having now could have been avoided if you had used the customer number from the correct contract. For o2 it looks like you didn’t pay because all the payments went to the wrong contract. You will now need to explain this to the Inkasso company.

@bs0 

Previously to this mess all the payments were taken out at once from my account. The impression is that payments should be made only once. If I had to include two numbers, then I should have been properly informed. I wasn't.

In addition, the price I pay monthly is much higher than the mobile tariff amount, meaning I have transferred enough money to cover for both contracts. So I assumed this money was being correctly directed inside o2.

My mistake was to assume o2 knows what happens inside its walls. 

I have send the INKASSO another email. I will update the thread if I can get it right.

Yes, you have transferred the money for the phone but to the wrong customer number / account. How should o2 know what you intended to happen to the additional money? It is not lost as it will have been kept as a credit on your account. Sorry, but you cannot really blame o2 for the fact that you used the wrong number - you have two contracts with two different customer numbers, so payment to one account cannot possibly be automatically credited to another one.

In any case, you now know what the issue is, so I hope you are now able to resolve the matter with the Inkasso company.

How should o2 know what you intended to happen to the additional money?

Well, I was being charged each month the amount equivalent for BOTH contracts. So maaaaybe I wanted to pay for both contracts? 

Furthermore, my name is in the receipts. Saying it is impossible to know which contracts were to be payed is a laughable excuse, sorry.

 

 Sorry, but you cannot really blame o2 for the fact that you used the wrong number - you have two contracts with two different customer numbers, so payment to one account cannot possibly be automatically credited to another one.

Really? Then I am correct to assume I was purposefully misled by the person who got my request and sent me the instructions via email? Why was I not correctly informed of the procedure? And you pretty delusional if you think you can sell a service and not be responsible for the experience your customer goes through. 
 

It is not lost as it will have been kept as a credit on your account.

I am also not sure this is true because there were payments larger than EUR150,00. Which I assumed was to pay for some delay on both contracts. The Mein O2 app shows no information regarding debt. So where did the extra money go? 
 

I understand that you are annoyed, but your expectations are unrealistic. Nobody at o2 manually processes payments for around 40 million customer contracts, which is why the customer number is important. The system sees the customer number in the transfer and applies the payment to that contract. If the customer number is missing, the payment will be returned. If it is wrong then it will be applied to the account that matches the number. Also, some customers like to pay more to have their account in credit, so it would be wrong to make assumptions.

The instructions you were sent by email (in your screenshot) are correct. Obviously the customer number you should use is the one for the contract you are paying. I can assure you that I am not dilusional. o2 made a mistake with your bank account and they are obviously responsible for that. You, however, made a mistake with the customer number, so please don’t try to make someone else reponsible for that. 

If you overpay, then the extra amount is kept in the account for the contract you overpaid on. You can’t see it in the app, but the monthly invoice should show that the amount due is less or nothing because your account is in credit. Have you looked at the invoices?

@lksiemin 
i am hoping that you will find a solution by talking to the inkasso copany. 
Plase keep us informed. 

best regards
Michael

@o2_Micha 

Thanks. I tried contact again but I was unsuccessful so far.

Hello @lksiemin ,

Have you been able to talk to the collection agency? I hope you were able to clarify all remaining questions.

If there is anything else we can help you with, please don’t hesitate and let us know. 

Kind regards, Rebecca