O2 is charging me extra... again

Hey @pete_P,

First of all, I would like to apologize that our customer service performed not as good as you are used to it. 

I tried to look up your case. On 23 of March your contract was extended, together with a Iphone? Is that correct? 

Greetings,
Flo

Hi @o2_Flo ,

I hope all is well and thanks for picking this up.

It is not true that my contract was extended actually. I am in the middle of my 2nd two years contract which expires at some point in November this year. I would say it was updated.

I got a call where the agent stated that my current package/tariff is discontinued therefore they will have to reallocate a new package for me. He said he will put me in the next package up with the only different being is the additional 20GB mobile internet for “free of charge”. I did not ask for this change but it had to be done because my package ceased to exist. 

So basically I was paying for package X which was killed by O2 in the middle of my contract therefore, they had to give me a new package but without changes to the conditions, at least that is what they said. The end date of my contract did not change - to my knowledge - but the price increased by 100% which is not what I was told. Also, I do not think it is legal to change the conditions during the contract.

So basically my Grundgebuhren went from €29.99 to €34.99. And there was a discount I was given in the very beginning of my first contract for having all the services from O2 - mobile, landline, tv and internet - which is now taken away ever since they sent out the new contract. I would like to have my discount back as this was not part of the deal. I was also told the price of the bill would not increase but of course that was not true either.

Anyways, let me know if you need anymore details please.

Best regards,

p

Dear @pete_P ,

since the end of 2021, contracts can only be extended with the explicit consent of the customer.

For this purpose, a customer receives an email from us which he must confirm for consent. You received this email with the contract conditions for the contract extension from us on March 21st 2023 and confirmed it.

As a result, your contract was extended with your consent and the tariff was changed to a boost tariff, as it costs 5 euros more per month. No discounts were granted there, not even a combination discount.
You had a 14-day right of cancellation, which you did not use. The contract is therefore legally binding and valid.

I will write a private message to you from o2_Support.

Kind regards,

Andrea

Dear @o2_Andrea,

I am already dealing with @o2_Flo on this issue so I don’t need your “help” here. 

But I will say that: your comment is exactly in line with the kind of treatment that O2 gives to their customers once we sign the contract. This is the 3rd time in as many years you are attempting to cheat money out of me. And just like in the first two times i will make sure it does not happen - whatever it will take.

I have been assured on the phone in English that the terms of my contract will not change and that is what I have agreed to. Your agent was well aware that I can’t speak English. I do not know what made him decide to change the agreed conditions but whatever he sent out was in German and I did not even read it as I was sure he would not lie to me. I was of course wrong. But no worries, the whole conversation was recorded so I guess you should listen to it to see what I am talking about. I have gave my consent for the recording so there is no grey area here.

Your agents have always an excellent command of English when they try to sell something but when it comes to problems they all of a sudden forget to speak English.

By the way in the meantime I have received another contract offer where I get back all the discounts. Of course this time around I read it before signing it and realised that this is for another 24 months. I mean you guys just never stop trying.

Anyways, please @o2_Flo can you come back to me with a solution.

Best regards,

p

Dear @pete_P ,

I am the mod who will take care of your case here in the community. o2_Flo only took over the first entry and then submitted the contribution.
I'm sorry that you think you were ripped off because you didn't know the language. Our contract information is always in German, as this is the contract language here in Germany.
o2 only records conversations with its customers for training purposes. The choice of which of the conversations is recorded is made solely by the computer. These conversations are then made available to our training department without reference to the customer and are then completely deleted. For data protection reasons, this is not permissible in any other way.
Therefore, it is not possible to select and listen to your conversation now. I am sorry.
Have you already read the private message I sent to you?
I sent you the offer and explained it to you in the private message. I hope it is appealing to you to adjust your contract.

Kind regards,

Andrea

Dear @o2_Andrea,

I am not entirely sure why do you even entertain the idea that I will sign another 2 years contract when I am already 1 year into my current 2 years contract. This is so very ridiculous. You want me to lock into another contract just to get back the privileges you have taken from me based on a lie. I am very well aware that contracts are written in German in Germany. Hence why it is so important for me to be able to trust the agent I am agreeing with about the terms of the contract. And that is why I need that agent to be honest. It works well with other organisations. 

You really just adding insult to the injury, specifically so because I have already stated I will not take that contract in my previous message.

Best regards,

p  

Dear Team,

I have visited 2/3 Service centers for my issue, which was caused due to calling Abroad, but what’s pathetic is that no one answers me.
The service providers don’t know what needs to be done if my sim card is blocked because of excess calling.

Moreover O2 have blocked me and asking me to send text or call from the same number, how this can be done -- please explain the same.

Over and above that I have payed the extra payment and then afterwards I have also payed the deposit or so called excess amount of €250+

I am paying my monthly bill for nothing and why are you even charging me in that case for the -- Monthly payment.

I have already paid the amount to the provided IBAN and today I received the email stating I will be auto debited the 250€ amount again.

Can anyone even help me out, I am frustrated with O2. Neither I am able to stop the service nor I am allowed to use and O2 is just debiting hundreds of €.

Can anyone revert me back what should be the case of actions, because my emails are not being responded nor the service centers are responding.

Such a  pathetic experience, as student I am in trouble. 

Hey @pupu1234zdt,

I am sorry that you are not satisfied with our service. Please contact the number provided. Unfortunately, I cannot help you with your request here. Alternatively, you can contact our English support: 089 66 66 30 08 1

Greetings,
Flo

This is upsetting to read. I think a lot of customers are paying more than they should for a lot of services they don’t need. And no one cares. 

Dear Madam/Sir,

I have just paid 20.49 € on O2 app  to charge my  "Guthaben" .

On PayPal it looks like payment was successful, but the O2 App shows failed payment and didn’t charge my Guthaben. 

Please either send back the money or charge my "Guthaben". 
In case you need documents send me private contact so I will send the screenshots of it. 

Best 

Mahya Mohammadi

Hi @Mahya Mohammadi, I'd like to check it out 😀

On which day did you transfer the amount?

Kind regards Ines.

Hallo, I Hope someone can help me. So I ordered a Handy mit Vertrag. I Paid ohne installment on 22nd July. And tpday Received another Rechnung für €50.71 (which I assume is for my Tarif). So I want to ask do I have to pay 50 Euros every Monti for just 4 GB? 😳

For what you paid should be written on the invoice.

But 50€ sounds for me for Phone. About 1200€ for the phone?

Hello @Mansoor Syed ,

welcome to our o2 community 🙂

How are the 50 € distributed on page 2 of your invoice? Is it all “Gruzndgebühren” or divided into this monthly basic fee and the one time fee “Anschlussgebühr”?

Best Regards,

Gerrit

I pay 54 for my phone every month - The tariff. 

Hello, Geritt. I don’t know where can I get the invoice. But I was charged 50 today for “Tariffrechnung”. I don’t get it

Edit o2_Kathi 17.12.24 Full quote removed

Gruzndgebühren: €21.46

einmalgebühre: €39.99

Guthaben: -€10

Edit o2_Kathi 17.12.24 Full quote removed

Hello @Mansoor Syed,

then your invoice is not for the full month but for a lesser amount of days for your fist bill and then regularly for the following bills. The 21,46 € is the fee, about 10€ are a discount and the 39,99 € are the one time fee for the activation of your contract, which will not be deducted again.

Best Regards,

Gerrit

After an entire month with not home internet and after 20 frustrating calls to the EN helpline, finally a new router was sent to us (we rent it). But it was the wrong type (DSL rather than fibre). I got another sent, and returned the original & the incorrect one. Finally, more calls, we got internet back! Now my invoice is 3x the monthly amount.

The EN helpline set up a ‘ticket’ when I complained but no explanation. That’s it. No apology, no refund for the internet-less month, just a 3x bill. Please O2 explain.

Regards

Dominic

Hello ​@dominic2025,
welcome to our community 🙂 I'm delighted that you've found your way to us.
I understand that you were very surprised about the increased bill. Especially when you initially had no connection at home for a whole month 😔 Great that it's working again now.
We'll be happy to help you. Did you check what exactly was added to your bill? Was it connection fees and shipping costs from the router replacement?
Best regards
Kathi ⛄

Hi there Kathi, thanks for getting back.

Yes, we cannot easily exist without internet. There were many personal complications due to the blackout as you can imagine - the smallest thing, like a printer wont work without home wifi, heating, hoover and dock-locks operations!! Incredible.
Anyway, below is a discrete image of my bill. 
--We rent the router. It broke. The new one sent to us a month later was the wrong type (no idea how that’s possible since they know our contract). A second came. I returned the broken and the incorrect one.---
Looks like i pay for postage, and activation. I paid an activation fee when i started the contract. So there’s an activation fee every time an O2-owned product breaks!?? All very strange.
I would love to tell you my experience as a customer as well, never mind the Support survey which never arrives in English as the message says. I’ll save that for another time 😄.

Look forward to hearing from you. 

Dominic

​@dominic2025 If you have a home with WLAN-controlled devices and then hardly anything works without the Internet, that's very annoying, I understand that 😮
If the router was replaced due to a defect, you should of course not have to pay any shipping or activation costs.
Thanks for sharing the invoice items. I've just checked your customer account and can confirm that you received a credit note for €99.98 on December 5. This amount covers the two connection prices but not the shipping costs. I have therefore now created a second credit note for the shipping costs of €19.98 for you. I apologize that things went so wrong for you. I hope that we have now refunded all the overcharged costs?
Kind regards

Kathi 🎄

Thank you so much for looking into this and resolving it Kathi. Much appreciated, so i’m not going insane!

I would happily fill in a customer survey for this, and also for the treatment I alway receive by phone. It’s almost predictable now, a sad pattern that a global communications company should know about (and obviously do something about). I suppose this is for another conversation. 😉
In the meantime, have a wonderful Christmas.

Dominic

​@dominic2025 Thank you, I had a nice and peaceful holiday 🎅 I hope you had a nice Christmas too 💙

Thank you also for the great words, I was very happy to help you 😊

We can't send a customer survey manually, that would be great. Our customer hotline often sends out text messages with surveys, but everything is random. We are always happy to receive feedback.

Kind regards, Kathi