@yusef013 

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

Hello @yusef013 ,

welcome to the o2 Community .

I can’t really see anything wrong with the bills. You’ve had a second contract alongside the mobile one that you are still using until the middle of June which is why the bills before that are higher than the 17,99€ that you are paying for your contract. The bill from January had a number of one time fees which is why it ended up as high as that. You can find all this if you take a look at the 2nd page and onwards of your bills, everything is listed there in detail.

Kind regards, Sven

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.

Hey @yusef013,
First of all, I wish you a happy new year.
I'm sorry that you're not happy with our support. Can you briefly explain to me what exactly you think happened in the o2 store? You have to sign a contract in the o2 Shop. Were you given the documents?

Best regards,
Flo

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

Hey @yusef013,

Hey,
I took a look at your data set. I can currently find a contract under the number you are registered with here and a reference to a myHandy contract. So you pay €17 for your device and another amount for your tariff. I can't see any other tariff at the moment. What do you see in "My o2"? 

Greetings,
Flo

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,

To look at the right data set, I need the corresponding data. Please send me the customer number of the contract you don't seem to know to @o2_Support . You can find the number in the debits. 
However, I have to say that I cannot carry out any actions on shop contracts. Only the shop is allowed to do that. I can still open a ticket for a complaint. 

Please check back here when you have sent your PM. 

Greetings,
Flo

Hey @yusef013,

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

Greetings,
Flo