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hi,



I ordered an iPhone 8 in September and it was supposed to be delivered to my work place.



The reception lady was aware of a package coming in my name on the delivery date (a Friday), but the DHL package never arrived. On Saturday, I got an email that the package was delivered to a DHL station near the office and a notice (Benachrichtigungskarte) was delivered to my mailbox, but there isn't actually any mailboxes at my workplace, and there is a reception person available from 8:00 to 20:00. DHL person cannot simply go up to the office, rather they have to be sent up by the reception person.



On Monday, I called O2 and discovered that the package was actually collected on Saturday morning. My assumption is someone in DHL simple pretended to deliver the note, kept it to himself, then got my phone.



Communication with O2 was horrible, nobody cares about my phone. They kept sending me from a department to another. The last department said they will come back to me, but they never did until today. I called several times, always the same, nothing in the system, and nobody knows anything. I also tried the chat, the same, nobody knows anything and they will come back to me.



O2 is taking the money out of my account for an iPhone that I have never received.



What should I do? Do you think suing O2 makes sense at this point? I have a solid witness at the reception that Benachrichtigungskarte was delivered by DHL people.





Any help is appreciated
correction: I have a solid witness at the reception that Benachrichtigungskarte was NOT delivered by DHL people.
Hi @kimofos,



thanks for your message.



I regret that the delivery of your device did not function well.



I have informed now our delivery department that you did not receive your IPHONE 8 64GB, SPACEGREY.



You will be informed as soon as possible.



Thanks a lot for your patience.



Loving greetings,

Tobias
Hello @o2_Tobias ,



I appreciate your reply and help a lot! I will keep you updated on the status.



Best,

Mo
Hi @kimofos,



I already have received a reply from our delivery department.



On 18th September 2018 you already received an e-mail that we need the following documents from you:




  • assurance that you did not receive the device (eidesstattliche Versicherung)
  • copy of your personal identity card

Please check if you have received the e-mail. If not, please let me know.



Loving greetings,

Tobias
@o2_Tobias I have just checked all my emails from O2 since September and didn't find the email you mentioned. Would you please resend it? Do I fill it in then resend it by email?



Thanks

Mo
Hi @kimofos,



thanks for your reply.



I will inform our delivery department to send the e-mail again.



After you have received it, please fill out the form.



Thanks a lot.



Loving greetings,

Tobias
Hi @kimofos,



I just wanted to ask if everything is clarified for you now?



If you still have further questions, please di not hesitate to contact us here in our English community.



Thanks a lot.



Loving greetings,

Tobias

Hi o2@Tobias

Until today nothing happened. I am still paying for the phone that I have never received.

@o2_Tobias 

Hello @kimofos,

 

you should have received a document from us, early in 2019.

It contained a letter, which described what we´d need to cancel the contract.

Without the letter, which included a form for a declariton of an oath, needed to be filled out by you and sent back to us, no further action was taken in this matter.

This letter was sent via Post, and was sent to your contact adress after @o2_Tobias requested it for you.

 

Since then, 12 months have passed. We don´t have the means to a fill out a complaint to either DHL or the insurance company, since all deadlines have passed by now.

Because of that, a cancellation of the contract is no longer possible, I´m afraid.

 

I´m sorry, that I can´t give a positive answer on this matter!

 

Viele Grüße,

Kurt

 

 

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