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invoice higher than expected

My invoice is higher than expected even tho at the beginning of the month I went to a O2 shop to update my contract, after 2 years.The customer service representative shared different products and discounts ,  went from Grow to Boost M and he informed me that my new invoice should be of 38 euros, instead the amount is 49,38...which is more than i paid in the last 2 years.  How can this be possible?

31 Antworten

schluej
Rang

Moin,

could you upload the invoice?

Please cover all personal data!

It could be that the invoice is higher because you paid proportional the old contract.

Live long and prosper 🖖
M
Rang

 

bs0
Rang
Benutzerebene 7
Abzeichen +7

As you can see in the invoice you changed tariff in the middle of the billing period so your bill is higher due to both being charged pro rata. From next month the invoice amount should be as you expected.

In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
M
Rang

Thank you for taking the time to answer.

Altho, when I  do calculate the ammount it's still not 38 euros, only more,like 46, for mobile and home internet. 

I will wait for my next invoice , see if there are any changes 🤗. 

Have a nice day.

o2_Lea

Hello @MariaIu,

Welcome to the o2 Community. 😊

A higher bill than expected would also scare me at first. Great that you have contacted us here. 

I see that schluej and bs0 have already been able to give you great support. I think bs0 is right and the the invoice will even out. But please contact us again if anything is still unclear.:)

Kind regards, Lea

M
Rang

I went to O2 and the invoice is correct. I will get to pay more than last time for both DSL and mobile line, 50 something, which is far away from 38. I'm thinking to cancel both dls and mobile and move. I understand that mistakes happen, but i am very about what the employee told me last time I went there. 

 

Thank you all for your answers. Have a nice day.

M
Rang

Hello, I opened another discussion previously regarding an increase in my invoice that I did not expect, altho' i ( thought) I changed my  dsl and mobile  option,  from 46 to 38 euros  from July 1st.I left the shop happy and confident  that everything is fine and that I don t have to come back in october for checking other options.

 

I received an invoice of 50 instead for July, went to O2 and they told me that it s not possible for me to pay 38, that  it s impossible, my new invoice is indeed 50 something and that the only change that i did was to my mobile line and not dsl.( Unlike what the other customer service representative indicated)  The answer was that they trust their colleague because he s ben working there for a long time. I understand that mistakes happen, we are human, but , I am also this kind of person that asks for everythinh twice, to be sure. The final price was 38, he calculated in front of me.

 

 

I decided to cancel O2 boost and go back to O2 grow, since thie new customer service representative told me that this is possible and also because   my original contract will end at the end of october, and until then I'll have time to think and check better offers.

 

My question is, the customer service representative told me that they will have to enter the system and send an email or, not sure, follow a process in order for the cancellation to take place, I was not asked to sign anything . He told me that i will receive an email regarding this cancellation in 5 10 days.

 

Now i am wondering if I shouldn't have asked for written confirmation, since last time I trusted them but it got me to this point where my real invoice was 12,5 euros higher than expected.

 

What I also noticed is that every customer service representative there seems to have different ideas and the majority of them do not match.

 

What should I do?

 

Thank you

edit o2_Gerrit 25.07.2024 12:56 moved to original thread

 

 

o2_Gerrit

Hello @MariaIu,

did you cancel the extension of your mobile contract in the o2 shop?

In that case the colleagues there have indeed to forward it to a special department of us and then the colleagues in that departrment reset your contract to the old tarif and duration.

So it does fit your description what the colleagues in the shop told you and you will then receive the confirmation by e-mail.

Please keep us udated here for the implementation of the setting back your Tarif and duration of your contract will then take place in a timely manner and we can check for you if otherwise.

Best Regards,

Gerrit

M
Rang

Hello,

Yes, I went to a O2 Shop, but I did not received any update or  email confirmation yet regarding the reset.  The customer service representative mentioned that in 5 days I should have such a confirmation. 

 

o2_Sven

Hello @MariaIu ,

did you receive any form of confirmation about the withdrawal from the contract extension from the shop or afterwards?

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
M
Rang

Hello Sven, they only told me that since they have all my information, they will proceed with setting back my old tarif and canceling the new one and that I would receive the confirmation in a few days via email. Only this.

M
Rang

Hello,

I have another question, since I am unable to contact English customer service for my DSL -Home internet contract via phone.

The current promotion gives my 10 euro discount for my Home internet, but recently the price got increased by 3 euros, which will make it 38,84( 28,84 with the discount)  

When I previously went to the shop, the first person who attended me and told me that I would pay  38 euros for mobile+ phone internet , also mentiond that since I have this combo( mobile + dsl) , the discount will always be there.

 

Second person that attended me, told me that since  the promotion ends in october 2024, after that, I will pay the full price and that he is not aware of any discounts at the moment. He also mentioned that at the shop they don't deal with Home Internet( DSL) request, and that I have to call customer service, which I did.

 

My question is,  can I get/ expect  a better promotion or discount for my Home internet service or is this impossible?[ I was actually expecting to get a better offer for both contracted services( mobile+DSL) , which I thought I got, on July 1st ,but as  mentioned in the previous thread, apparently I did not, since  my last invoice was higher than expected ]

 

My second question would be related to Home Internet contract cancellation[ in case first option is not doable/available], what is the process?

 

Thank you

 

 

 

o2_Maren

Hello @MariaIu, 🙂

We would like to see what we can offer you for DSL. It is important to note that our fixed line prices have increased. So it may not be worth upgrading and you can keep everything as it is.

Here is our price list: O2 Home Preisliste Privatkunden

Is your email address correctly stored in your customer account? If you'd like, we'll send you an offer in the next few days.

Kind regards, Maren 🌼

Willkommen in der o2 Community! 💙
M
Rang

Hello  Maren,

 

Actually I saw in O2 that for what I am using now ( 50 mb) there are lower prices, I would like to check this out.

 

Yes, the email stored there is the correct one.

 

Thank you

M
Rang

Hello, it's been a while since your last message. I have checked my inbox, but there is no email regarding the offer that you mentioned in the previous response.

Thank you

o2_Kathi

Good morning @MariaIu 🌞
Sorry, it took us a while to get back to you. 
You currently have an old €10 combination benefit. This has since changed to a 5€ discount. I was happy to check with you and have to tell you honestly, even if you switched to the current lowest tariff o2 Home S 50 (2023), you would pay more per month than you currently do with the basic fee adjustment. 
Do you therefore want to keep your contract as it is for the time being or do you need a connection with a higher download speed?
Kind regards

Kathi 

Wenn dir eine Antwort weitergeholfen hat, markiere den Beitrag gerne als Lösung, damit andere auch davon profitieren 🤝
M
Rang

Hello, as I did not received any confirmation email regarding the cancelation of the mobile plan, I can understand that I was lied to, by both o2 shop representatives.

I would like to know how to report a customer service representative from an O2 shop.

 

As for the Home internet, since my contract should end in  October, I would like to cancel it from October on and look for another provider.

 

Can you please help me with this?

 

Thank you

o2_Gerrit

Hello @MariaIu,

the colleagues from the shop send a request for a revoication to our special department but the request has been denied.

The reasons given were not sufficient to revoce the contract. What reasons were given I cannot tell, as we can only see the decision, but not the request.

Your home internet contract you can cancel via our cancellation form.

Best Regards,

Gerrit

M
Rang

Hello,

What would be the best option for me at this moment, in case I won't proceed with the cancellation?

 

At the moment I am using the M option ( 50 mb) but I see that now this is the S option and the M one is for 100 mb . Also, in the contract it is mentioned that my internet speed is  50mb but i checked it with the app and it is way lower. What options do I have?

 

Thank you.

o2_Sven

Hello @MariaIu ,

how did you measure that bandwidth that you are currently receiving? If it is currently lower than the 50 Mbit/s of your contract, then you should contact the technical department about this, so that they can take a look at your connection.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
M
Rang

Hi Sven,

I am using the app" O2 myservice"

 

Regarding DSL prices , what options would be available for me if I am willing to continue with O2? 

 

Thank you

 

 

o2_Daniela

Hello @MariaIu,

Nice to read that you are using the “o2 myService” app. It can be used to rectify many errors.🙂

Regarding the costs for your DSL connection, we can see what is feasible in the course of a contract extension.

 

Best regards
Daniela

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M
Rang

Hello,

What would be feasible in my case?

o2_Kathi

Good morning @MariaIu 🙂
We will be happy to look for a DSL contract renewal offer for you.
Please check that the e-mail address you have registered with us is up to date 💡
Best regards, Kathi

Wenn dir eine Antwort weitergeholfen hat, markiere den Beitrag gerne als Lösung, damit andere auch davon profitieren 🤝
o2_Maren

Hi @MariaIu, 
Personally, I would leave my DSL contract as it is and continue to use it without any changes. Fibre is announced for the end of 2025, when the sales phase starts, then I would extend my DSL contract and make a technology switch to fibre. 
If you want more now, I can also offer you a 100 Mbit or 250 Mbit connection. Would you like a quote, and if so, what exactly should I offer you?
Kind regards, Maren 🌼

Willkommen in der o2 Community! 💙

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