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Hi, 

My name is Gabo and my phone number is xxxx. For about one year I’ve had a contract with O2 for my mobile phone services. My situation is that since end January I haven’t benn in Germany, I came on a 2 months vacation to my home country (Mexico) and I had planns to return to Germnay on March 16th. Unfortunately because of COVID-19 I havn’t been able to return to Germany, for this reason, clearly I haven’t benn using my O2 mobile phone. I know I have a contract that I need to pay monthly and I was going to as soon as I came back to Germany, but I haven’t been able to do so, I literally cannot enter the country. I recived an email about my missing payments two months ago if I’m not mistaken and I replied explaining my situation, unfortunately you didn’t respond. I tried calling but same thing happend. In my email I asked if as soon as I’m back in Germany I could be spared of paying for those  months I haven’t used your services or maybe instead of just condoning them I could extend my contract for the amount of months I haven’t used it, so at the end I do pay the 24 months lenght of my contract and I do use those 24 months. Otherwise the least I could ask is that you let me do the missing payments as soon as I get back to Germany but without the penalties for delay since I’ve been trying to explain my situation for months now. Please undertand that this is out of my hands, if it wasn’t for the pandemic I’d been in Germany since March and I’d of course payed for every monthly rate. I hope you answer me here because until now I have not been able to reach contact you. 

Also if you could provide me with an email to which I can write so we can clarify this situation I’d appreciate it. 

Greetings,

Gabriel Serrano

 

edit o2_Manga: persönliche Daten entfernt.

edit o2_Manga: verschoben nach Englisch o2 Community: Mobile

Hi @Gabo.ST,

 

thanks a lot for your message.

 

I understand your worries and concerns.

 

In order to look in detail into the matter, I have just sent a private message via @o2_Support to you. Please reply there to my request.

 

Thanks a lot.

 

Loving greetings,

Tobias

Hi @o2_Tobias 

 

I haven’t received any emails from you. Would you mind sending it again?

 

Greetings,

 

Gabo

Hi @Gabo.ST,

 

thanks for your reply at @o2_Support.

 

I have just replied there again. Just have look.

 

Loving greetings,

Tobias

 

 

Hi @o2_Tobias ,

 

I just received an email from O2 lawyers saying that my contract has been terminated and that I must pay 635,60 Euros before July 6th in order to avoid further legal action, this because of lack of payment. The thing is that as I explained to you before I’m currently in Mexico due to the Covid-19 crisis and I haven’t been able to pay the monthly rates from here. I will be getting back to Germany before July 15th though, and I would be more than happy to pay for what I owe O2 as soon as I arrive in Germany but I don’t see why I should pay the extra 348,33 Euros they are charging me due to “damages”. I hope you could help me with this, since the conversation we’ve been having is proof that I’ve been trying to reach and explain my situaiton and it is not that I didn’t want to pay. 

Also, regarding your last message asking for my IBAN, I now remember that the card that I originally registered with O2 I canceled it on April 2019, and I never provide O2 with my new Bank Data. I don’t know if you can access to my payment history, there you will see the IBAN of the new card with which I’ve been doing the payments since 2019, it will be either 0895 00 termination from Deutsche Bank or 2291 31 termination with Ostsächsische Sparkasse Dresden.

I’ll wait for your response and hope you can help me solve this situation.

 

Kind regards,

Gabriel Serrano 

Hi @Gabo.ST,

 

thanks for your message.

 

You already received a message at @o2_Support that the last 4 numbers of your IBAN are not correct. Can you please check that.

 

If you already received a letter, please contact the company mentioned on the letter in order to clarify the open amount.

 

Thanks a lot.

 

Loving greetings,

Tobias

Hi @o2_Tobias 

 

yeah I know they told me it is not correct but those are the only two cards that I own, thet’s what I am telling you, the card that you have registerd I cancelled more than a year ago and of course I don’t remember the last digits of it. You don’t have any other card registered because my payments haven’t been charged automatically to any card, I have been doing them by transfer each month from my Deutsche Bank Card with 089500 ending. 

 

Greetings,

Gabriel Serrano

Hi @Gabo.ST,

 

thanks for your reply.

 

I have just sent a request to you via @o2_Support.

 

Thanks a lot.

 

Loving greetings,

Tobias

Hi @o2_Tobias 

 

I don’t know why can’t I answer to the message you sent me via O2 Support, but my complete german adress is XXXXXXXXXXXXXX, Germany. 

 

Kind regards,

Gabriel Serrano

 

edit o2_Tobias: out of data security reasons address was deleted

Hi @Gabo.ST,

 

oh sorry, I thought I had allowed you to answer at @o2_Support.

 

I have just sent another message to you at @o2_Support. This time it should also work that you reply there.

 

Looking forward to your reply.

 

Loving greetings,

Tobias

Hi @Gabo.ST, 

 

thanks a lot that we could clarify everything under @o2_Support , even though you expected another solution. 

 

If you have any further questions, just contact our English community. 

 

Loving greetings,

Tobias

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