Warum O2
Warenkorb
 Service
Gelöst

O2 is charging me extra... again

P
Rang

Hi All,

I hope this is the right place to ask this.

A couple of months ago i received a call from O2 that my then current tariff will be discontinued and therefore they will put me into a new tariff. I protested it because I knew there will be a trick and I will end up paying extra but the agent assured me the only change I will have is that I will get an extra 20GB mobile internet for free of charge. No extra money will be charged to me he assured. 

Anyways, here we are 2 months later and I am paying an extra €30 without me agreeing to it or authorising it. When I call they say they can’t speak English and the only once can speak english they are not authorised to deal with self-employed customers.

I admit I have not read the new contract when they sent it, which clearly stated that I will pay €34.99 instead of €29.99 for the new tariff. That is my fault.

But they also took away the €25 discount I have been receiving since the beginning of my first contract for having all my services (tv, mobile, landline and broadband) from O2. I have now read the contract they sent me after the phone call and it says nothing about the discount being discontinued in any shape of form. Therefore I need to have my discount back.

I am happy to give back the extra 20GB internet since mobile internet from O2 is completely useless. I told the agent the same thing. I told him I do not need extra internet but he said I should not worry because I will not pay extra.

 

Can someone please help me Please?

Best regards,

p

icon

Lösung von o2_Andrea 27 May 2023, 10:41

Zur Antwort springen

12 Antworten

o2_Flo
Benutzerebene 7

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

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

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

o2_Andrea
Benutzerebene 7

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

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
P
Rang

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

o2_Andrea
Benutzerebene 7

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

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
P
Rang

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  

o2_Andrea
Benutzerebene 7

Dear @pete_P ,

this was an offer to accommodate you with an appropriately discounted tariff, which removes the pack as, as stated above, we have received confirmation from you of the pack booking and cannot otherwise cancel it early. You are free to accept this or let the contract continue as before.

Kind regards,

Andrea

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
P
Rang

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. 

o2_Flo
Benutzerebene 7

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

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

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. 

M
Rang

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

o2_Ines

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

On which day did you transfer the amount?

Kind regards Ines.

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica