I want a refund of my cancelation

Hello, I am very unhappy with the O2 refund and hotline process. I ordered through O2 online shop an iPhone14 promax and O2 grow package on 14th of October and paid 185.99Euro during the order process. After the payment and getting order confirmation, the delivery date of cell phone changed to 4 weeks while it was 1 week in the O2 website. Thus I called hotline to cancel my order and received cancellation confirmation on my email. Interestingly I received O2 SIM a week after and called O2 hotline to address the matter but they checked my order and asked me to throw the SIM out because the order was in canceled status. I called O2 hotline two weeks later to follow my refund and noticed that refund may take 3 weeks unlike what was mentioned in the cancellation policy as two weeks. So I called hotline again at the end of week3 and told that refund will be definitely accomplished in week 4. Hance I called hotline again at the end of week4 and told that it is under investigation and they will call me back in 24 hours. Since I didn't hear back, I called hotline again and this time heard that my order number is not in the system while it was always there during the previous calls. They checked my IBAN,name and family name, birthday but no information found in the system. I called hotline multiple times again in the latter days and received the same message that my order info is not in the system. I struggled alot on the phone to get a better response but the hotline asked me to send a letter to O2 central office in Nuremberg and explain my case. I paid 185, 99 euros on 14th Oct and still nothing is refunded and my order information is not in the O2 system. I am planning to prepare a letter and send to O2. This is the most horrible experience with a service provider and hotline service. I am spreading this awful experience with all my connections.

o2_Antje: Topics merged / 20.11.2022 / 17:52 Uhr

Hello Michi 

Thanks for your message. I have called hotline support once again and being told to send an email to finance department under following email addresses so that I sent an email to both and waiting to hear something back.

impressum@cc.o2online.de

hardware-finance-de@telefonica.com

Best regards,

Hi @Maria1364 😊

ah okay, thank you for the reply. 👍

I guess our backoffice will also contact Hardware Finance in case they don’t answer directly. If you don’t mind keep us informed here in the community. 

Best regards,

Michi