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I've not been able to cancel my contract

R
Rang

I’ve been trying for almost a year to cancel my O2 contract. As I don’t speak german its been really difficult to speak to anyone who will respond and assist. I managed to speak to someone on the facebook page and they told me to send a letter in German stating I wanted to cancel my contract along with the form, proof of my new address and abmeldung which I did in January. I received the letter back months later (April) saying that the address was not correct as it was a PO BOX? 

The address I was given was:

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

 

I moved back to the UK a year ago and was told when I signed the contract that I could easily cancel and simply pay the three month fee. 

I have now received a letter to my old german address which has been forwarded to me from a law firm requesting I pay the outstanding bill on my contract, despite the fact ive been trying to cancel it and have not used it since I moved. 

 

Please could someone inform me how to cancel my contract!

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Lösung von o2_Tobias 21 August 2021, 15:35

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7 Antworten

o2_Kurt

Hi @RG312 ,

 

the adress is correct. It is a PO Box, but that should not be problem (depending on the service, with which you’ve send the cancellation.

It is also the official contact adress for all matters regarding a contract, have you sent it from the UK as a special kind of letter?

I you’ve received a letter from a law firm , then your contract is already cancelled I’m afraid.

Please try calling our hotline (now available in English) to learn more about your Contract and the current status:

https://www.o2online.de/kontakt/#3

For English-speaking support, please contact us at 089 66 66 30 08 1*.
You are also welcome to visit our English O2 Community.

*Charges according to your rates for calls to German landline
 Open: Mo. - Fr., 10 am - 6 pm

Best regards,

Kurt

Signatur :)
R
Rang

Hi Kurt,

I have sent another letter to the PO Box which has (so far) not been sent back. I sent this after receiving your reply. 

I have also spoken to 3 members of your team via the English-speaking support who have assured me that the contract has been cancelled. The first of these assured me I had no outstanding payments to make and the situation was solved.

However, the law firm are still contacting me requesting payment. I called again and spoke to two people today from the team. Both had issues with the phone and the line went dead and now the English-speaking line is not working. 

They both confirmed that the contract cancellation had first been received in November 2020 and that the letter of cancellation which I sent had been received, but not proof of leaving the country or new residence here. This is strange as the letter of cancellation was in an envelope with the proof.

I have also received a new letter requesting I pay even more money within 7 days. Could someone please contact me via the email associated with the account or my English phone number (provided with all communications) so I can sort this out!

Also, please stop sending letters to my old address in Germany- I don’t live there anymore and have provided my actual address for correspondence. 

Thanks you!

o2_Tobias

Hi @RG312, 

thanks for your reply and your efforts to find out the status of your contract. Please note that here in our English Community, we do not make recalls. 

But I just checked everything for you. I confirm that your contract has already been cancelled. 

But you still have an open amount to pay. For this reason, please contact your debt collection agency in order to clarify that. As your issue has already been transferred to our debt collection agency, there is no clarification possible together with o2. 

I hope that you can manage to clarify everything with this agency. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
R
Rang

Hi,

 

Thanks for your reply. 

 

The issue that I am having, which I was speaking with your colleagues on the phone about before the phone line stopped working, is that as I have been trying to cancel my contract for over a year the debt collection agency are attempting to receive an amount which has accumulated after I have been trying to cancel the contract. Due to the issues I have faced with being able to speak with a member of the team and the post being resent to me due to the address not accepting the letter of cancellation I sent, although I gave notice of cancellation in January (and November 2020!) I am being charged fees after this date. 

 

I am also now being asked to pay considerable extra fees due to not having paid the original amount. This request came on the 19th of August after I spoke with a member of your team on the 6th of August 2021 who told me that the original amount had been cleared and I had nothing left to pay. If your team has told me that I had nothing left to pay why am I being charged with not paying the amount on time?

 

I am happy to pay the 3 month cancellation fee from January 2021. As I have not used the phone number since January 2021, been in Germany since August 2020 (proof of which I sent with the cancellation letter) and have informed o2 that I wanted to cancel the contract in November 2020, January 2021 and countless times between I am not pleased with being threatened by a debt collection firm for charges which I have worked hard to avoid. 

 

How can I communicate with a member of the o2 team or the law company in English to sort this out?

 

I am also unable to access my past bills on Meino2 due to technical reasons on the website, this has been the same for a while now. 

 

All the best,

o2_Tobias

Hi @RG312, 

thanks for your reply. 

Unfortunately, you cannot come out of your debts with a 3 months-fee. Your contract was already terminated before the cancellation letter because of moving abroad arrived at o2. Therefore, the cancellation letter is absolutely of no value for us. 

You need to speak to the debt collection agency in order to sort it out. 

If you need the contact details of the debt collection agency, just let me know. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
R
Rang

Hi Tobias,

Thanks for your message. 

Could you let me know if the English Speaking hotline is going to be working soon? The number Kurt provided above has not been working for 4 days. It is 089 66 66 30 08 1. Is this right? 

I would really like to speak with someone on the phone about this as I was told when I spoke to a member of the team on the 6th of August that I had nothing left to pay. This was before the debt collectors got in touch on the 19th of August. 

While I understand it is in their hands now I had been told by a member of your team that the matter was sorted when I called up to try and pay anything outstanding on the 6th of August. I do not agree that I should pay the increased charges from the debt collectors as I had done everything in my power to resolve the issue before the 19th of August when they were involved and was evidently just told the wrong information by o2. 

I have also repeatedly provided o2 with the correct contact information and would like this passed on to the debt collectors as they are now threatening an increased charge due to them not having the correct address! 

Thanks,

 

o2_Tobias

Hi @RG312, 

If you like to have an English-speaking support by telephone, please contact our English customer service at

089 66 66 30 08 1

This service is available Monday till Friday from 10am - 6pm.

Did you call during this time?

Just have another try. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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