I am writing to seek assistance regarding a situation I recently encountered at the O2 shop located in München Hauptbahnhof. I visited the shop to get a SIM card for the Unlimited Smart offer. During my visit, I was asked to sign the contract without being shown or fully informed about its terms. At the end of the process, I was given a second SIM card, which I did not request, and there was no mention that I would need to pay the activation fee of 39 euros for this second SIM card.

Today, I received a call from O2 informing me that I would be charged a total of 120 euros as "Einmaliger Anschlusspreis." When I asked for clarification, I was told that this amount covers the activation fees for both SIM cards and the internet fee. I returned to the shop to speak with the representative who assisted me, but he had no reply for why these charges were not communicated to me upfront.

As a student, I am on a tight budget and cannot afford these additional charges. I kindly request to cancel the second SIM card and have the activation fee for it waived, as I was not properly informed about these costs when I signed the contract.

I would greatly appreciate any guidance or assistance you can provide to resolve this matte or cancel the contract definitely . Could you also let me know the best way to contact customer service directly for further support?

edit o2_Gerrit 10.10.2024 double post merged

You can only cancel in the o2 shop. If you get stuck there, you can file a dealer complaint.

https://www.o2online.de/service/kontaktformular/

Zur Info, doppelt:

edit o2_Gerrit 10.10.2024 answer to double post merged

Moin,

if you are i München the ask the Verbraucherzentrale to assist you.

The are good chances that the shop has make a mistake.

Do you get a email with all information about the contract? 

Before you sign the contract?

Hello @zakki,
thank you for contacting us with your request. If the contract was concluded in one of our o2 shops, the employees on site are your point of contact. Please contact the shop again and ask them to clarify the matter. If there is still no solution during this visit, please contact us again here.
Kind regards Bianca

Hello  @o2_Bianca  and thank you for your response.
I've just come back from the shop, and the employee did not give me a satisfactory answer or clarification. He just said, 'We can't take that back and i asked him to cancel the contract and he had the same reply “We can’t do that”. So please how can we arrange that.

Hello @zakki,

that it is indeed unsatisfactory for you, that the colleagues could not revoke the second contract which you did not request, as you wrote. 

As Bumer recommended, you can address the colleagues from our Dealer Monitoring via our contact form. Then choose Kategorie and Thema like this:

Then you can issue your personal and contact data 

And finally your request in the text field. You can also upload data like confirmation e-mails or scans of the shop contract:

I hope this helps you to pursue your issue further. If you ahve any questions, please ask them also here in your thread for us 

Best Regards,

Gerrit