O2 shop scam

Hello ​@Jwlsyl , welcome to our community and thank you for contacting us here 🌻

The expiriences you had in that shop are anything but pleasant and i’m sorry that you do not feel well informed by the shop clerks.

Unfortunately, it is a fact that by signing the contract in the shop, you waive your 14-day right of withdrawal. However i share your concerns and this practise is not in our interest, which is why i would like to file a complaint for you.

Can you also tell me whether you were shown the terms of the contract before you signed it? And if I understand correctly, you were not told that you were entering into another additional contract?

Kind regards, Rebecca

Hello Rebecca,

it’s not that I “feel” I wasn’t well informed, the fact is I WAS NOT informed about the new sim card/ contract at all. I understand your policy, but does it also make a contract valid when a customer was not explained throughly, and all the indication I got from the salesperson is to sign at where he points at?
 

He simply showed me where to sign (where exactly I have to sign, those little boxes) and didn’t not confirm with me again. 

You understand correctly. I was not told about entering a new contract and didn’t even know the SIM card he gave me is a new number that I have to pay monthly fee with. I only find this out when I called the Hot-Line yesterday, the customer service suggest me to talk to the same staff in O2 Shop, which I did, and I only learn about the fact that I have to get a new number when purchasing a new phone with O2 during the second visit. Which it should be explained before I make my purchase. I tried to be reasonable with him, but instead of finding a solution, the staff was only persuade me to keep the new number and the new phone I ordered.  Which makes me very uncomfortable and forced to accept this unpleasant experience. 

Hello ​@Jwlsyl ,

Please excuse the late reply here in the community; the post slipped through the cracks 😞

I saw that the additional contract from the shop has now been deactivated. Were you able to resolve the issue elsewhere? 

If there is anything else we can do for you, please let us know 🌸

Kind regards, Rebecca

Hello Rebecca, 

thank you for the reply :) 

I haven‘t gotten any reply yet from any official o2 channel.

what does it mean „deactivated“? Is it the same as cancelled? Or just paused?

In the last communication I got it was mentioned I will get a reply within 28 days, nothing has been sent to me since.

Hello ​@Jwlsyl 🙂

two contracts will be terminated, which means deactivated or cancelled. Right now the status is pending because the contracts will end on the 25th of october 2025 and 15th of november 2025.

Best regards,

Michi

Hello Michi
 

Will I be charged for this period until 25th of october and 15th of November? 

as far as I understood the contract for the phone and new number is a single contract, so why are 2 contracts being cancelled? What is the second one?

Hello ​@Jwlsyl, 

the contract from the shop is still active and your reclamation from September still being worked upon by our colleagues. I have just reminded them about how your reclamation still needs an answer.

The other two contracts were a contract made via our hotline or chat in SAeptember which is going to be deactivated on 15.11.2025. The other contract was from 2023 and has been deavctivated on 25.10.2025.

Best Regards,

Gerrit

Hello Gerrit, 

the information you’re giving me here is not relevant to my original post. I was only confused about why is another number being mentioned here. 
 

The numbers I declined via Hotline is not my concern here. I know those numbers are no longer my worries. 
 

What I’m asking here, is to cancel the contract I signed when I was not at all well informed by the Shop staff , on September 24th, the scam I’m talking about. They told me they need 28 days to look into it, but until now I didn’t get any updates. 

Yes, ​@Jwlsyl, it did take long and I have reminded the colleagues responsible that your reclamation need answering.

Best Regards,

Gerrit

Hello ​@Jwlsyl, I see that the contract has been revoked and a refund for its fees has been made 🙂

Best Regards,

Gerrit

Hello Gerrit, 

thank you for the update. I’m still waiting for an email so that I can be sure of both new contract and the phone purchase are revoked at the same time. 
 

Very good, ​@Jwlsyl, a letter from our colleagues confirming both is on the way to your adress 🙂

Best Regards,

Gerrit

Hello ​@Jwlsyl,

have you received the letter already?

Best Regards,

Gerrit

Hello Gerrit, 

yes, I received it couple days ago. Very glad that it’s finally solved. 
 

Thank you very much for your support. 
 

I am very happy to read that you received confirmation, ​@Jwlsyl 🙂

Best Regards,

Gerrit