On what date was your cancellation confirmed by o2?

On July 5, 2024, my contract ended, and I chose not to renew it. To be safe, I also manually terminated the contract. For your reference, I am attaching the termination acknowledgment document. Thank you so much for your prompt response.
 

Edit o2_Antje: Personal Data removed / 03.08.2024 
Edit o2_Maren: Personal Data removed / 06.08.2024 

This is a confirmation of receipt. No confirmed cancellation.

Hello @BalajiRao and welcome to the o2 community, .

You submitted your cancellation online on 05/07/2024, but it could not be entered because it was unclear what exactly you wanted to cancel. So we sent you a text message asking for clarification. As we didn't receive a reply, your contract will continue without cancellation.

To accommodate you, I have rescheduled the cancellation for tomorrow. Please pay the bill by today.

Kind regards,  Maren

Okay, Sir. But I have two questions:

1. How many days will it take to confirm the cancellation?
2. My contract is for 3 years, starting on 05.07.2021 and ending on 05.07.2024. If I do not choose to renew, how will I be billed?

Also, in the last week of June 2024, your O2 representative called and requested a contract extension. I explained clearly that I would be leaving Germany on 28 June 2024, and he agreed to terminate my contract. Please check your customer care call records for confirmation.

Contracts do not automatically end. They have to be terminated by the customer. o2 continues to bill the amounts in accordance with the contract you concluded until the termination takes effect.

Customer service employees cannot terminate contracts during a telephone call. You have to do this yourself.

Sir, in the confirmation of receipt, it clearly mentions "Zu kündigendes Produkt: InternetSurfDaten". I do not understand what was unclear to you. Also, in the current billing cycle, you are charging me for InternetSurfDaten. How can you ask me to pay the bill for a service I am not using? This is very immoral, and the amount is too high for me.

Additionally, in the last week of June 2024, your O2 representative called and requested a contract extension. I explained clearly that I would be leaving Germany on 28 June 2024, and he agreed to terminate my contract. Please check your customer care call records for confirmation.

Edit o2_Antje: Personal Data removed / 03.08.2024

But read in the Letter!

“Bitte beachten Sie, dass wir mit diesem Schreiben nur den Eingang Ihrer Kündigung bestätigen können. Ihre Kündigung wird nun von uns geprüft und weiterbearbeitet.”

Please note that with this letter we can only confirm receipt of your cancellation. We will now review your cancellation and process it further.

Additionally, in the last week of June 2024, your O2 representative called and requested a contract extension. I explained clearly that I would be leaving Germany on 28 June 2024, and he agreed to terminate my contract. Please check your customer care call records for confirmation.

As already stated, customer service employees cannot terminate contracts during a telephone call. You have to do this yourself.

Also, it is not very wise to post screenshots with all your personal data in them in a public forum!

Sir,

1. I received a confirmation email on July 5, 2024, at 1:29 PM. In that email, it clearly stated, "We will now review and process your cancellation." Nowhere in the email does it mention that I need to confirm receipt.
2. If the cancellation of the 3-year contract is not automatic, why do you provide the option to extend the contract in the O2 User Dashboard?
3. Additionally, why did your customer care executive give a false promise regarding the cancellation of my contract?
4. Please review my call recording with your customer care executive.

   

   

    

Hello @BalajiRao,

Please do not post any personal details. 

The receipt of your cancellation has been confirmed and you have received a text message stating that your cancellation could not be entered because it was unclear whether an option or the contract was being cancelled. It's a pity you didn't reply to the text message, otherwise we would have been able to process the cancellation. 

As a gesture of goodwill, I have now cancelled your contract with effect from tomorrow. As there was no error on our part, no refund is possible for the period from 6 July to today, 3 August 2024.

Do you have any questions?

Kind regards, Maren

1. You do not need to confirm receipt, but o2 needs to process the request and if that is not possible for some reason o2 will get in touch with you. This happened according to o2_Maren but you apparently didn’t receive the message.
2. Because it is possible to actively extend a contract for another two years to receive new discounts. Otherwsie it just runs from month-to-month at full price because in many cases discounts are time-limited.
3. No idea. Nobody here was present during that conversation.
4. Other customers cannot do this (!) and in any case such recordings are random and anonymous for training purposes.

As you can see, your contract has now been terminated so you just owe for one month.

1. You do not need to confirm receipt --- Could you please make this statement very clear.
2. By the way O2 only generates a confirmation of receipt, so system can share it internally with the concerned team. Why complicate things further? Life is already complicated enough.
3. The second point doesn’t make any sense to me :(
4. I think the customer representative is having some fun at my expense.
5. Other customers cannot do this (!) - What does it mean exactly?

Brutally honest way, I can say your system is overly complicated.

• There is no automated termination option in the customer-facing O2 dashboard.
• Your O2 system only generate confirmation of receipt with the customer but not with your internal team, which is a big joke.
• There is no customer service email, which is a terrible idea.
• There is no direct private chat with an executive, which is an excellent move.
• our chatbot doesn’t understand English, which is frustrating.
• Most customer service executives don’t understand any language other than German, or at least not English.
• But at least you initiated this forum and are replying in English. A big round of applause.

I think it is you that is over-complicating the issue. Your problem has been resolved here quickly. If some things do not make sense to you or you have expectations that are not met, that is unfortunate, but you are of course entitled to your opinion.

Other customers cannot do this (!) - What does it mean exactly?

This is a customer forum and you are communicating also with other customers (like myself) who obviously cannot access your customer data.

There is no customer service email

There is a contact form.

+++++

My dear, I didn’t receive any text message. I had turned off your O2 SIM and only switched it on yesterday to log into the O2 dashboard. So, there is a system error on your end.

In the confirmation of receipt, it clearly mentions "Zu kündigendes Produkt: InternetSurfDaten." I do not understand what was unclear to you. Also, in the current billing cycle, you are charging me for InternetSurfDaten.

I understand you decided to squeeze money from me, which I can’t stop. You also know that I didn’t use any internet data; it is clearly visible in your internal O2 dashboard.

1. My problem is not about terminating the contract; my problem is being billed without using a single bit of data. You are maintaining an overly complicated system, which is causing all these issues. 
2. Let the other customers also know how you are complicating things and squeezing money out of them in a tricky way. 
3. I bet nobody will respond to that customer-filled contact form. It is a waste of customer energy. The filled contact form will be tossed into the Bermuda Triangle of O2. 

Edit o2_Kathi 07.11.24 Full quote removed

I don’t work for o2. I am not doing anything.

Just because you don’t use data does not mean you don’t have to pay for the contract! InternetSurfDaten is not a contract, but an option.

You are unhappy with o2, understood. Resorting to polemic arguments and blaming others for your mistakes is hardly going to help you though. From my side EOD.

+++++

It’s crystal clear in the confirmation of receipt that it explicitly states "Zu kündigendes Produkt: InternetSurfDaten." I'm not sure what part of that is unclear to you. Please refer to the confirmation of receipt I shared, marked with a red rectangle for your convenience.

Moreover, you're charging me for InternetSurfDaten in the current billing cycle, even though I haven't used a single bit of data after June 2024. It seems like you're just trying to squeeze some extra money out of me by spinning tall tales to cover up your mistake.
 

@BalajiRao You pay for the provision of a service.
If you order French fries from McDonald's, you have to pay for them even if you don't eat them!
You have a one-month notice period after the 24-month contract has expired. This is also stated in the contract documents. And corresponds to what the law stipulates.
I don't know what you don't understand?

And there was no colleg at AMM that could support U, to end the contract correctly?

Hello @BalajiRao ,
Please don't use quotation marks, they make the course unreadable. 

I'd like to show you the mistake you made when you cancelled.
You have indicated that you want to cancel a pack or option, but there is no tick next to Connection/Mobile! This means that your cancellation is not formally correct and could not be entered.

Were you surprised that the cancellation was not confirmed?
As I can well understand that you think you have done everything correctly, I will cancel your contract tomorrow, you could have cancelled your contract yourself on a monthly basis. 
Nobody is blackmailing you, there are normal costs for your contract and you must remember that the bill is always calculated after the costs have been incurred. Your last bill from 30.07.2024 refers to the service period from 25.06.2024 to 24.07.2024 and only with the next bill will the service period from 25.07.2024 to 03.08.2024 be calculated.
Kind regards, Maren

Just because you don’t use data does not mean you don’t have to pay for the contract! --- Defnitely many will laugh at this statement  It’s like not using the S-Bahn but still having to buy a ticket.

If companies keep finding sneaky ways to squeeze money from customers, people are definitely going to be unhappy.

I think you must be exhausted from all the pocket-picking you've been doing. How about a nap before you try to take more of our change?

Edit o2_Kathi 07.11.24 Full quote removed

I canceled the order properly, so there’s no need to pay—my French fries were returned before they even got to me!

Could you send me that clause about the one-month notice period? My contract is 36 months, and I need to check if the notice period applies to just 24 months or the full 36.

If you’re determined to squeeze every last penny, you'll probably come up with some wild stories! Who’s gonna stop you? The sky’s the limit—rock on!

Thank goodness I got away with just one month of billing! If I had stayed quiet while my O2 was terminated, you’d probably have been squeezing my cow’s milk every month!

By adding a simple 'Terminate' button in the O2 User Dashboard, we could save a lot of customer money and your time. But then again, why would you do that? Your profits might take a hit!

No that not right. Because you dit not have a pre paid contract. You have a post paid contract…

No that can’t be, you don’t know what you are talking about. The maximum runtime of a contract in Germany is 24 Month. If you are not canceling the contract after this time, the contract will automatically renew for a other month until you cancel the contract. For the next month.

In your case you cancel only an option for the contract.

Her you could read (below Vertragslaufzeit) what are the roles in germany.

https://www.bundesnetzagentur.de/DE/Vportal/TK/InternetTelefon/Vertrag/start.html#:~:text=Die%20anfängliche%20Laufzeit%20eines%20Vertrages,von%20maximal%20zwölf%20Monaten%20anzubieten.

So you are responsible for every thing that happen! And as an IT professional you should have the skill to understand this….🤯