Hi @zvirrepirre, 

nice that you contacted us again here in our English community. I understand that you did not expect such a high amount. 

I just checked your last 2 invoices. The amount of 217,93 € includes the all-inclusive basic fee for 3 months of 54,40 € as you cancelled your contracts because of moving abroad. We informed you about this procedure in the letter dated 15th June 2020. 

Additionally, until now, we did not receive the DSL-router FritzBox 7490 back. Therefore, we charged you with an amount of 80,16 € (78,96 € + 1,20 € overdue fine). We will check if you can get this amount back as soon as you return the DSL-router to us. Please use this link to return the router: Return of DSL router 

I hope that these 2 amounts explain why you have got such a high invoice. 

As your contracts are already deactivated, you have no chance to check your invoices online anymore. If you like, I can still send you the invoices by post (e-mail is not possible). If you like to get a copy of your 2 last invoices, just let me know. 

Loving greetings,

Tobias

Yeap, the key here is - when a manager in an O2 shop tells you "you can cancel your contract for free if you move abroad", he or she actually means "you can cancel it for 3 month fee". It is an O2 policy to use this phrase, "you can cancel for free". I guess this business model works since only foreigners are affected by this non-disclosure of the mandatory 3 months fee. It is easier to pay then to argue.

Hi @GDem, 

I regret that you were obviously not informed properly about the cancellation procedure when moving abroad. 

Be assured that we do not want our foreign customers to be treated unfairly. 

You can read the complete cancellation-procedure here: http://g.o2.de/w21

As I see, the shop department also found a solution for you concerning the issue that you stated in this message: https://hilfe.o2online.de/english-o2-community-mobile-43/wrong-choice-of-tariff-plan-538725 

As you know, where people work, mistakes can happen. Normally these mistakes are also mostly not made by purpose. But we are always willing to find a solution for our customers, if possible. 

Loving greetings,

Tobias

Hi @o2_Tobias ,

the situation for me was happily resolved and I am not complaining about myself here. The key point is - I was speaking with 3 other O2 managers (2 times in online chat, once by phone) about my case. And we always had this dialogue:

-But we do have a free cancellation of a contract if you move abroad.

-Yes but it is not free, it is a 3 months fee.

-Yes, true.

Having 4 out of 4 different O2 managers saying the same gives a hint that there is some misunderstanding at some level here, not a single mistake. It can be that the word “free” have a different meaning in Germany. I just suggest using a different wordings for O2 managers to describe the conditions of cancellation due to moving abroad.

Hi @GDem, 

thanks for your reply and your feedback concerning the wording for cancellation when moving abroad. 

It is always good when we know how we can improve our customer service. 

Thanks a lot. 

Loving greetings,

Tobias

Hi! I got in my last mobile bill 117,62€ to pay. I would like from where is that amount coming from. Thanks

Hello @Fer1321 ,

Take a look at your invoice on our online portal under "meino2", where everything is explained in detail. 
The amount of the last invoice was booked back by your bank and thus offset against the current, new invoice.
This is how the new amount was created.

Best regards, 
Maria