O2 not trustable

Hello ​@Alliuzun,
i'm sorry that there seems to have been a misunderstanding. Thank you for getting in touch. Was the €399.00 debited for a My Handy contract? You should have received written information beforehand informing you about the end of the instalment agreement and the debit of the remaining amount. Have you already contacted customer service about this? Were they able to give you the reasons for this?
Kind Regards, Bianca

Hello Bianca,

Thank you very much for your reply. Unfortunately no any sign, indication of this lump sum withdrawal was given but suddenly withdrawn and left with no balance on my bank account since unexpected :(

It was for the handy hardware contract right. But every month 21 Euro installments were paid and I keep enough balance on my bank account considering that. I contacted customer service I hope and believe a solution can be proposed. But until now not yet :(

Thank you

Ali

There are only two reasons the whole amount would be debited: the customer has missed several installments or has requested early repayment. Neither of those apply to you? Then customer services should be able to tell you the reason.

Luckly none of the installments were delayed, all were paid on time.
Also I have not requested early repayment. Neither apply to me.

It is interesting why this happened?

Thank you

Hello,

I have received nothing from customer service about resolution of this misunderstanding and wrong withdrawal of 399 Euro!

Are you sure that you cancel Home internet?

How do you cancel the contract? The runtime of 24 Month have already ended?

​@schluej The 399 Euros that is the issue here was for a myHandy contract.

​@Alliuzun Call the billing department (or ask someone to do do on your behalf) on 089 78 79 79 456. They should be able to tell you why this amount was debited and can arrange a payment solution with you.

Indeed I have been using O2 home internet and 3 sim cards for more than 38 months.

​@bs0 das ist mir klar. Aber das Feld zum vorzeitigen Abzahlen könnte man auch als Kündigung auffassen, was es ja im Grunde auch ist.

Hi  ​@Alliuzun ,

regarding the cancellation of the MyHandy-Contract: We do see a cancellation request issued on April, 9th. I’m sorry to hear, that you did not receive further notifications about this. Did you manage to work something out with our billing department?

Best regards
Kurt

Hi @ Kurt

I am sorry but after I contacted last week with O2 billing department, they have promised to recover it but until now done anything to solve this issue. Yes for handy contracts currently I dont have any issue it was resolved. Onlz home internet is still the main problem.

Best Regards

Ali

Hello ​@Alliuzun,

after the fullfillment of the cancellation request there is a revocation period of 14 days, afterwards we cannot revoke an early termination of an installment plan.

Our billing department has the possibility to make a new installment plan, but only of up to 4 installments for the remaining sum, in case you withdraw the debit and receive a dunning notice.

Best Regards,

Gerrit

Hello ​@Alliuzun,

could you contact our billing department meanwhile?

Best Regards,

Gerrit

Hello @ o2_Gerrit,

I contacted O2 billing department this Thursday 22/05/2025. She informed me that she was sending an email to apply 4 installments (to which extend she can help). She informed me earlier no ticket was created even though earlier contact promised me to solve my problem.

This time she told me I should receive an email, which didnt happen yet, if not solved in several days to call the billing department again. If tomorrow and Tuesday I wont get an email, I have to call again :(

Thank you for asking,

Best Regards

Ali

Thank you for your update, ​@Alliuzun, the colleagues indeed wrote a remark about having contacted our finance team by E-mail on the 22nd May.

Please keep us also updated here 🙂

Best Regards,

Gerrit

​@Alliuzun Did you in the meantime have contact with the colleagues from our billing department and find a solution together with them?

Best Regards,

Gerrit

Hi ​@o2_Gerrit , unfortunately they didnt contact me:( 

I Wonder why.

Thank you for following up. Should I call them?

Best Regards 

Ali

Yes, ​@Alliuzun, best contact them via the 089 78 79 79 456 from Mo-Fr from 08:00 to 18:00 to make sure a new plan for 4 times debiting instead of one time only can be arranged or to make sure it has already been arranged and when you have to transfer.

If there are any questions please also ask them here 🙂

Best Regards,

Gerrit

​​​​@o2_Gerrit 

Today I connected to 3 people from this number none of them could help me. 

Somebody from O2 broke my monthly payment plan (not done by me definitely) and instead of 21 Euro 399 Euro was taken from my IBAN account number.

I Wonder how this could Happen. And if it happened why nobody wants to solve this problem? I have run out of cash due to sudden unexpexted withdrawal of this amount 

​@Alliuzun I could take a look and as my colleague o2_Kurt wrote, in the data of your contract we can see a cancellation request for your instalment polan plan from 9th April. After this there are 14 days time to revoke an early cancellation, afterwards we do not have this possibility.

An early cancellation can be ordered via the customer login online or via the login into the Mein o2 app.

Best Regards,

Gerrit

Thank you for your answer. But this was not done by me. I cannot request such disadvantage but somehow by O2 internally should have been done. 

I never received a notice by any means to revoke. Therefore this right was not given to me and it was not possible.  

It is really really strange. 

I learned from o2 customer care today that this cancellation request was placed by o2 employee. However all contact Persons transferred me to other. It can be due to fact that they want to protect their collegues and not reveal that mmistake.naturally by a Reflex they would do that. Not helping a strenger customer. 

Hello ​@Alliuzun,

I have sent you a private message from @o2support. Please answer me also voa private message 🙂

I would like to have the colleague from our specoial department check the process of cancellation of your my handy installment plan, as without you getting a notice about, a revcocation would have been hardly possible.

Best Regards,

Gerrit

Thank you very much for your answer, ​@Alliuzun, I have forwarded your reclamation about the early cancellation to our colleagues 🙂

Best Regards,

Gerrit

Hello ​@Alliuzun,

I see that the colleagues checked and found that the installment plan has been cancelled via self service and no error happened, therefore the cancellation cannot be undone by the colleagues.

This would leave only the possibility to have a new 4 rate plan, but this possibility is left for our colleagues from our dunning department when a rate or amount is not paid.

But as I understood, the 399 € have already been debitied, is that correct?

Best Regards,

Gerrit