Hello,
I moved away from Germany in July. I have filled out the forms to cancel all services but I am still being billed even after 4 months. Can you please take a look at my account and provide guidance as to what I need to do next?
04.03.2024 11:41 o2_Katja: verschoben aus Mobilfunkdienste
+7
Hello
Did you send the offical document "Abmeldebestätigung" for leaving ?
Hello and a welcome to the community
Could you please clarify whether your termination was a regular one or an extraordinary one due to your relocation abroad?
If it was an extraordinary termination, the document mentioned by Bollermann, the "deregistration confirmation" (Abmeldebestätigung), would be important.
Best regards 😊
Steffen
It was a regular termination.
I actually submitted the requests again today. One for the phone service and the other for home internet.
I have attached the information.
Edit o2_Cora 01.03.24: Persönliche Daten entfernt
This is the third time that I fill out the form to gave the service canceled.
I received this invoice yesterday. I can pay the bill, but want
the service canceled before the next charge.
Edit o2_Cora 01.03.24: Kundennummer entfernt
Hello
we can definitely check out what is going on with your termination requests here, but please also consider that you’ll always get one bill after the point of termination as our bills are always retroactive.
Kind regards, Sven
Ok, I understand.
I will await your feedback on the account.
Thank you.
Hello,
I just received the email that I've attached a copy of. I would also like to cancel account as well. Can you please provide me with the complete phone number so that I can fill out the cancelation form?
o2_Giulia, 06.03.2024, 12:13: personal data deleted
+7
Did you send the Homebox back ?
The homebox was paid in full. It was thrown away.
Was it supposed to be returned to O2?
Hello
generally the router is our property and has to be returned when the contract ends. In a few cases with very old hardware, you will get a notification that the unit can be thrown away instead of returned when you use our online portal for returns.
Kind regards, Sven
Hello,
I wasn't aware that it should be returned to O2. Was the router being rented or was it sold to me?
Is it possible to take a look at the account to see if the router was paid in full?
And if it is in fact complete paid for, I would assume that it is ok that it wasn't returned to O2, since it has become my property.
Also, can you please tell me the status of the cancelations that I requested?
Also, is there a phone number that I can call to speak with O2 customer service in english?
+7
You can call the english speaking Hotline here:
089 6666 300 81
Thank you for the number.
Do you have a response to my previous message?:
I wasn't aware that it should be returned to O2. Was the router being rented or was it sold to me?
Is it possible to take a look at the account to see if the router was paid in full?
And if it is in fact complete paid for, I would assume that it is ok that it wasn't returned to O2, since it has become my property.
Also, can you please tell me the status of the cancelations that I requested?
Hello
I have checked your contracts, at the moment, the DSL and your mobile contract are both cancelled by April 7th, 2024. As of yesterday, we had not yet received any notice of termination for these two contracts.
The other mobile contract was already cancelled by you by October 14th, 2023. This was the confimation that you posted above.
Our routers are all rented devices and must be returned after the contract has ended. There will be an addional fee if it is not sent back.
You can always check the status of your contracts and your invoices in detail online in Mein o2, you may be required to register with one of your phone numbers.
Best regards
Giulia
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