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o2 is billing me even when i dont live in germany for 3 months

V
Rang

Before I left Germany, in September, I canceled my contract and sent my abmeldung to o2. I called o2 to double-check that everything was canceled.

today I got a bill and when I called o2 I was informed that only one of my phone numbers was cancelled. The second number and the dsl was not.

 

they refuse to cancel by phone and required me to cancel online on meine o2. But, if I try, it says that I don’t have a contract.

 

my phone number was XXXXXX. Please, cancel EVERYTHING including the bill and reach me by phone XXXXXX AND email xxxxxx

 

thanks

 

o2_Giulia, 29.11.2023, 16:50: personal data deleted, edit o2_Solveig moved from o2 Mobilfunk → English o2 Community : Mobile 

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Lösung von o2_Giulia 8 January 2024, 11:19

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15 Antworten

o2_Giulia

Hello @Vicvellocet,

welcome to our o2 Community 😀

Please note that you are posting here in a public forum, so I have hidden your personal information.

I regret that there were problems with your termination. I was happy to take a look at your case; there was probably a misunderstanding here. You initially sent us a cancellation notice for your health insurance. When we asked what phone number your cancellation was for, you only gave us one mobile phone number.

The other mobile phone number and the DSL connection are therefore not canceled.

Please submit an extraordinary termination notice for these two contracts to us as soon as possible. The easiest way to do this is to use our online cancellation form. Please select the relevant phone number and “Außerordentlich” (extraordinary termination) and “Umzug Ausland”. Evidence such as the deregistration certificate can also be uploaded there.

Please let us know if you have any further questions, we will be happy to help.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
V
Rang

Dear Giulia,

 

does it makes sense that someone moves abroad and cancel only one part of the contract? I called o2 from the airport when leaving Germany to double-check. Your colleague told me I wouldn’t need to worry.

 

after I send you AGAIN the cancelation request, will I need to pay the bill for the service I did not use?

 

thank you

bs0
Rang
Benutzerebene 7
Abzeichen +7

Each contract is a separate agreement with a separate number so, yes, it makes sense and it is not AGAIN for the other contract.

You will need to pay until the date the termination becomes effective which is one month from when o2 receives the request.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
V
Rang

No.

your colleague told me that everything was fine.

who should I contact to fight for my rights?

 

thank you

bs0
Rang
Benutzerebene 7
Abzeichen +7

My colleague? I don't work for o2.

Maybe the person you spoke to on the phone didn't realise that you had only terminated one of the contracts.

If you believe you did terminate all your contracts, then you can of course also send in a complaint.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
V
Rang

Hello @Vicvellocet,

welcome to our o2 Community 😀

Please note that you are posting here in a public forum, so I have hidden your personal information.

I regret that there were problems with your termination. I was happy to take a look at your case; there was probably a misunderstanding here. You initially sent us a cancellation notice for your health insurance. When we asked what phone number your cancellation was for, you only gave us one mobile phone number.

The other mobile phone number and the DSL connection are therefore not canceled.

Please submit an extraordinary termination notice for these two contracts to us as soon as possible. The easiest way to do this is to use our online cancellation form. Please select the relevant phone number and “Außerordentlich” (extraordinary termination) and “Umzug Ausland”. Evidence such as the deregistration certificate can also be uploaded there.

Please let us know if you have any further questions, we will be happy to help.

Best regards

Giulia

 

 

 

Helllooooooo????? It has been 5 days that you dont reply me.

 

I canceled AGAIN all contracts and your colleague is saying I will need to pay until December 31st.

WHAT THE HELL?

I wrote you in September to cancel this contract and now I have to pay until the next year. 

does it makes sense that someone moves abroad and cancel only one part of the contract? I called o2 from the airport when leaving Germany to double-check. Your colleague told me I wouldn’t need to worry.

o2_Flo

Hey @Vicvellocet,

Did you state that it was a termination due to relocation abroad? Please provide all the necessary documents. You can find our FAQ on your topic here: 

Greetings,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo
V
Rang

Hey @Vicvellocet,

Did you state that it was a termination due to relocation abroad? Please provide all the necessary documents. You can find our FAQ on your topic here: 

Greetings,
Flo

 

Dear Flo,

 

As I said:

  1. I sent my abmeldung proving I left Germany to o2 mooooooonths ago.
  2. From the airport, I called o2 to confirm that everything was canceled. o2 told me with all these words: “Don´t worry. Your contracts have been cancelled”.

Can you please confirm that the contracts have been canceled? After it, can you please refund me the last bill that I never used the service because I am 10000 km away from Europe?

 

Thank you

o2_Flo

Hey @Vicvellocet,

Thank you for your answer. I've just had a look. Obviously something went wrong with the deactivations. Something was deactivated today and a credit booking was also created, although that no longer makes any sense...

I've already got involved and made the first enquiry. We'll get it solved!

Please excuse the inconvenience!

Greetings,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo
V
Rang

Hey @Vicvellocet,

Thank you for your answer. I've just had a look. Obviously something went wrong with the deactivations. Something was deactivated today and a credit booking was also created, although that no longer makes any sense...

I've already got involved and made the first enquiry. We'll get it solved!

Please excuse the inconvenience!

Greetings,
Flo

Dear Flo,

 

Thank you for recognising that something went completely wrong. Today I checked my bank account and I was still not refunded. Can you update me regarding it, please? Credits do not interest me.

 

Thanks

o2_Giulia

Hello @Vicvellocet,

I checked with our customer service again regarding your case.. Our employees terminated the DSL contract on December 19, 2023 and have already credited the fees for this contract.

The mobile phone contract will not be canceled until tomorrow, December 31, 2023. The credit for this is still pending. We will then be happy to arrange for the credit to be paid out to your bank account. Please note that this may still take a few days.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
V
Rang

Hello @Vicvellocet,

I checked with our customer service again regarding your case.. Our employees terminated the DSL contract on December 19, 2023 and have already credited the fees for this contract.

The mobile phone contract will not be canceled until tomorrow, December 31, 2023. The credit for this is still pending. We will then be happy to arrange for the credit to be paid out to your bank account. Please note that this may still take a few days.

Best regards

Giulia

 

 

Helly Giulia,
Happy New Year.

Unfortunately, some things from 2023 are still bugging us in this new year. I just got another invoice from o2. Can you, please, inform me about the refund and make o2 stop sending me bills? I canceled my contract in September, left Germany in October and I am still being billed. It feels like o2 is trying to extract the maximum profit it can from me.

 

Thank you,

 

Victor

o2_Giulia

Hello @Vicvellocet,

the current bill amounts to a credit of EUR 27,65 (Guthaben), as the credit for the DSL connection has already been set off against the invoice.

The other mobile contract has now also been deactivated by December 31st, 2023.

I have also credited the charges for it for November and December. You will receive a confirmation via Email.

Since the invoices are always created retroactively, there will be another invoice including the credits next month. Can we then transfer the remaining balance back to your German bank account?

Best regards

Giulia

 

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
V
Rang

Hello @Vicvellocet,

the current bill amounts to a credit of EUR 27,65 (Guthaben), as the credit for the DSL connection has already been set off against the invoice.

The other mobile contract has now also been deactivated by December 31st, 2023.

I have also credited the charges for it for November and December. You will receive a confirmation via Email.

Since the invoices are always created retroactively, there will be another invoice including the credits next month. Can we then transfer the remaining balance back to your German bank account?

Best regards

Giulia

 

Hi Giulia,

 

Thank you for your support. Please, transfer back to my German bank account.

 

Have a nice day,

 

Victor

o2_Giulia

Hello @Vicvellocet 

a payout has now been ordered for your balance. Please note that processing can take up to two weeks.

No invoice has yet been created for the mobile phone contract for the period from December 25th to December 31st, 2023. This will not arrive until February and will amount to approximately EUR 4.50. However, this amount is already included in the credit and will not be credited again. I'm writing this so that you won't be surprised about this new and final debit.

If you have any further questions, please let us know.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3

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