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Dear [O2 Customer Support],

I hope this message finds you well. I am writing to express my extreme disappointment and frustration regarding a recent experience I had with O2. I entered into a contract for an iPhone 15 , for which I made an advance payment of 185.99 euros. Regrettably, my contract was later rejected, and I received notification of this via email.

Despite the rejection, I have not received any updates on the return process or the status of my refund. I have made several attempts to contact O2 via email and in person at the retail shop, but unfortunately, I have not received any responses for over 3 months now. This lack of communication and transparency is deeply concerning and has left me feeling helpless and dissatisfied as a customer.

I kindly request your immediate attention to this matter and seek clarification on the following:

  1. The status of my refund for the advance payment made for the rejected contract.
  2. Information on the return process for the iPhone 15  following the contract rejection.
  3. An explanation for the lack of response to my previous email inquiries.

I believe in fair and transparent business practices, and I trust that O2 values its customers' satisfaction. I am hopeful that this issue can be promptly addressed to rectify the inconvenience and distress caused by the lack of communication and unresolved financial transaction.

Please consider this communication as a formal complaint and provide a comprehensive response at your earliest convenience. I am more than willing to cooperate and provide any necessary information to facilitate the resolution of this matter.

edit o2_Gerrit 22.07.2024 14:01 moved to English O₂ Community: Mobile

A forum is not the right place for a formal complaint so I assume you also sent this to o2 by post or via the contact form?

o2 customer services do not have an email address, so you need to use the contact form. The shops are unlikely to be able to assist with this as you have found out.

Hello @sukoii,

welcome to our o2 Community 🙂

Having not received a refund after 3 months since your order has been rejected is too long a time indeed.

A formal complaint you can make via letter to Telefónica Germany GmbH & Co. OHG Kundenbetreuung 90345 Nürnberg

Did you pay via a Klarna-link or via Paypal or a bank transfer?

Have you already informed our colleagues in our English-speaking hotline via 089 66 66 30 08 1 in oirder for them to make a research for your refund?

Best Regards,

Gerrit

Hi Gerrit,

Thank you for the reply. I paid with my visa card and I have been trying to get refund but I didn’t even get order confirmation number nor any details at all my order except that it’s been rejected. To even get charge-back through my bank account, I don’t have the necessary details. 

I will have a call to the hotline and try to figure out how I can get my refund.

Thanks.

Edit o2_Kathi 22.08.24 Full quote removed

Hello @sukoii,

could you already contact the colleagues?

To set the refund in motion they will need the last 4 digits of the credit card number, the name of the holder, the date of transfer and the exact amount transferred.

Best Regards,

Gerrit

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