New customer number created on my name and i am getting the bills for the past 10 months

Hello, 

I am a long term O2 customer in Germany currently using 2 contracts.

In July 2023, I called O2 customer support to ask about the billing of my existing 2 contracts. 

End of July, I received a post mentioning that there has been another contract made on my name but I was not aware of this until I got the invoice (Kundennummer: XXXXXX). Immediately sent a cancelation request, but it was not process as well.

I don’t even know if the sim card is used by someone else. And I had not signed any contract or requested for new connection.

Since then I have called the O2 customer service around 20 times, visited O2 store for around 5 times. But they mentioned they could not help me with that.

Then I started getting posts from Inkasso so I called them as well 2 times. They mentioned, I need to resolve it directly with you and they were contacting me only to collect payment. 

Last time I contacted the O2 customer service, the representative mentioned that she will put the contract on hold for some time untill the problem is resolved.

I am fully exhausted running from O2 store to store and waiting for several hours on phone to be connected with the customer service. All for something I never requested. 

All the above struggles for something that I never asked for.

Kindly help me resolve this problem.

Regards,

Vinoth

Edit o2_Sven 14.03.2024/09:47: Moved thread from o2 Mobilfunk: Vertrag & Tarife to English o2 Community: Mobile, removed personal information