Mobile Postpaid contract excessive bill charging

@yusef013 

Please check the 2nd side of your invoice. There you can find all informations.

Dear Sven,

I am writing to follow up on my previous email regarding the overcharges on my account. I am still very disappointed with the lack of customer service and support from O2.

You mentioned in your previous email that the overcharges were due to a second contract that I had alongside my mobile contract. However, I never signed this contract. I believe that your O2 store at Bahnhofpl. 1, 80335 München mixed up my contract with someone else's.

One of your employees, xxxxxxx xxxxxxxx, confirmed this to me. However, I have not yet received a refund for the overcharges.

I am requesting that O2 immediately refund me the full amount of the overcharges, which is €263.18. I am also requesting that O2 investigate why this happened in the first place and take steps to ensure that it does not happen to other customers.

I look forward to hearing from you soon.

Sincerely,

Edit o2_Cora 13.01.24: Quote removed

Edit o2_Ines 14.01.: Name Mitarbeiter:in entfernt.

Dear Flo,

Thank you for your reply and for your kind wishes for the new year. I appreciate your willingness to help me resolve this issue.

As I mentioned in my previous email, I believe that your O2 store at Bahnhofpl. 1, 80335 München mixed up my contract with someone else's. I never signed a contract for the second contract that was mistakenly charged to my account.

I visited the O2 store on 28th November 2022 and spoke with XXXXXXX. I specifically asked for a contract with a monthly cost of €17.99 and  for my Google Pixel Phone 17.00. I was provided with some documents.

After signing up for the contract, I began receiving invoices with excessive charges. I contacted O2 customer service on several occasions, but I was never able to get a satisfactory explanation for the charges.

Finally, I spoke with XXXXXXXX, a shop agent at the O2 store, who confirmed that I had been charged for a second contract that I never signed. He apologized for the error and said that he would arrange for a refund. However, I have not yet received the refund.

I am very frustrated with the way that O2 has handled this matter. I have been a loyal customer for many years, and I have never had any problems with my account before. I am appalled that O2 would make such a serious error and then refuse to take responsibility for it.

Edit o2_Cora 11.01.24: Full quote and employee names removed

Dear Flo,

Thank you for your response and for checking my account information. I appreciate your help in resolving this issue.

You are correct that I have a myHandy contract for my mobile device. However, The previous amount of 14.99 every month till july 2023 which was an additional contract on my account that I never signed hasn’t been returened or compensated. This contract is the one that is causing the excessive charges. 

I believe that the additional contract was mistakenly added to my account due to a mix-up at the O2 store. I never signed this contract, and I have not been able to find any documentation for it.

xxxxxxx a shop agent at the O2 store  he confirms that I was charged for a second contract that I never signed. He also apologized for the error and said that he would arrange for a refund.

However, I have not yet received the refund. I am requesting that O2 immediately refund me the full amount of the overcharges.

I am also requesting that O2 investigate why this happened in the first place and take steps to ensure that it does not happen to other customers.

I am very disappointed with O2's customer service, and I hope that you will take my complaint seriously and take steps to resolve this issue.

Sincerely,

Edit o2_Flo: anonymized name // 29.1.24

Hey @yusef013,

Have you already been able to solve your problem or can we still help you? 

Greetings,
Flo