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payment complaint

  • February 20, 2021
  • 5 Antworten
  • 141 Aufrufe
C
Besucher:in

Hello, 

I am very unsatisfied with the customer service of O2. I have had a contract with O2 in Germany for 2 years which was going to expire at the end of October 2020. I decided to renew the contract and was offered a better alternative. However, due to circumstances caused by the pandemic I had to leave Munich indefinitely and on quite short notice and therefore I cancelled the new contract as of 23.01.2021 (after a long exchange of emails with very poor communication from O2 I must add). I was charged the 3 months penalty cancellation fee (for November, December and January) which I understood. I was even charged the 40 EUR activation fee for the new sim card even though I have never used it. However I thought this would at least be the end of it. Much to my surprise I received an additional invoice on top of all these payments (in total of around 110 EUR for a sim card I never used once) in the amount of 12.25 EUR for the time period 05.01 - 04.02. I contacted the customer support for an explanation but I did not receive any proper clarification on this. Can someone explain to me why I was charged extra? I find this situation very disappointing and I must say if I ever move back to Germany, O2 will never be on my list of potential providers again. Your company feels like a rip off. 

 

edit o2_Solveig: verschoben von Mobilfunk→ English Mobile

Lösung von o2_Tobias

Hi @Cosmina, 

 

nice that you found the way to our English Community. 

 

I understand that sometimes the invoices are not easy to understand for our customers, esspecially when you follow the termination procedure because of moving abroad. 

 

First of all, I am happy to inform you that your contract was deactivated on 24th January 2021. 

 

Please find here the information concerning the cancellation because of moving abroad: instructions concerning the cancellation because of moving abroad

 

Under this link you find the following statement: 

Usually the final invoice is released retroactively. It contains the proportional basic charge until the termination date and the remaining fee if you signed a 24 month contract. Connections outside the flatrate such as calling helplines or abroad are also charged.

 

So, additionally to the 3-months basic fee that you have payed because of cancelling your contract before the normal duration of 24 months, of course the monthly basic fee is charged until the 23rd January 2021.

 

This is now the last invoice that you receive from us. There will be no further payments. 

 

I am happy that I could help you with this information. 

 

Loving greetings,

Tobias

 

    5 Antworten

    o2_Tobias
    • o2_TobiasTeam
    • Lösung
    • March 1, 2021

    Hi @Cosmina, 

     

    nice that you found the way to our English Community. 

     

    I understand that sometimes the invoices are not easy to understand for our customers, esspecially when you follow the termination procedure because of moving abroad. 

     

    First of all, I am happy to inform you that your contract was deactivated on 24th January 2021. 

     

    Please find here the information concerning the cancellation because of moving abroad: instructions concerning the cancellation because of moving abroad

     

    Under this link you find the following statement: 

    Usually the final invoice is released retroactively. It contains the proportional basic charge until the termination date and the remaining fee if you signed a 24 month contract. Connections outside the flatrate such as calling helplines or abroad are also charged.

     

    So, additionally to the 3-months basic fee that you have payed because of cancelling your contract before the normal duration of 24 months, of course the monthly basic fee is charged until the 23rd January 2021.

     

    This is now the last invoice that you receive from us. There will be no further payments. 

     

    I am happy that I could help you with this information. 

     

    Loving greetings,

    Tobias

     

    Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
    Z
    Besucher:in
    • Zahra Moghdid
    • Besucher:in
    • January 22, 2025

    Subject: Clarification Regarding My Invoice and Penalties

     

    Dear O2 Support Team,

     

    I hope this email finds you well. I am writing to request clarification regarding my recent invoice and the penalties applied to my account.

     

    I received a letter (attached below) stating that I need to pay 57.48 EUR for my SIM card. However, after calculating the costs, including two months of my internet plan and the late payment penalty, the total should only be 44.98 EUR. Could you please explain what this amount of 57.48 EUR covers?

     

    Additionally, I recently paid another 22.69 EUR, which I believe includes another penalty. I want to confirm if this payment is accurate and understand how much I have been penalized for my SIM card so far.

     

    • On 05.11.2024, I paid 1 EUR upfront when I purchased it.

    • Later, I paid 40.50 EUR in cash. I was initially informed that my monthly payment would be 37.50 EUR, so I would like to understand why I was charged 40.50 EUR.

    • On 15.01.2025, I made another payment that included a penalty.

     

    Today, I made an additional payment, but I am struggling to understand why I am incurring so many penalties and how much I have been charged in total for both my SIM card and phone.

     

    I would greatly appreciate it if you could provide a detailed breakdown of:

    1. What the 57.48 EUR charge includes.

    2. Why I have been charged penalties multiple times and the total amount of penalties applied to my account so far.

    3. Why I was charged 40.50 EUR for my phone instead of 37.50 EUR as initially stated.

     

    Thank you for your time and support. I look forward to your response to resolve these issues.

     

    Best regards,

    [Your Full Name]

    [Your O2 Customer Number or Mobile Number]

    [Your Contact Information]

     

    Let me know if you need help attaching the letter or customizing this further!

    Z
    Besucher:in
    • Zahra Moghdid
    • Besucher:in
    • January 22, 2025

    Subject: Clarification Regarding My Invoice and Penalties

     

    Dear O2 Support Team,

     

    I hope this email finds you well. I am writing to request clarification regarding my recent invoice and the penalties applied to my account.

     

    I received a letter (attached below) stating that I need to pay 57.48 EUR for my SIM card. However, after calculating the costs, including two months of my internet plan and the late payment penalty, the total should only be 44.98 EUR. Could you please explain what this amount of 57.48 EUR covers?

     

    Additionally, I recently paid another 22.69 EUR, which I believe includes another penalty. I want to confirm if this payment is accurate and understand how much I have been penalized for my SIM card so far.

     

    • On 05.11.2024, I paid 1 EUR upfront when I purchased it.

    • Later, I paid 40.50 EUR in cash. I was initially informed that my monthly payment would be 37.50 EUR, so I would like to understand why I was charged 40.50 EUR.

    • On 15.01.2025, I made another payment that included a penalty.

     

    Today, I made an additional payment, but I am struggling to understand why I am incurring so many penalties and how much I have been charged in total for both my SIM card and phone.

     

    I would greatly appreciate it if you could provide a detailed breakdown of:

    1. What the 57.48 EUR charge includes.

    2. Why I have been charged penalties multiple times and the total amount of penalties applied to my account so far.

    3. Why I was charged 40.50 EUR for my phone instead of 37.50 EUR as initially stated.

     

    Thank you for your time and support. I look forward to your response to resolve these issues.

     

    o2_Daniela
    • o2_DanielaModeratorin
    • Moderatorin
    • January 27, 2025

    Hello ​@Zahra Moghdid ,

    welcome to the o2 community, even if the reason is not a nice one.

    An increased bill is never nice. Normally, all amounts charged are listed on the bill. You can find these items on page 2.
    Have you had a chance to look at the bill? Have a look here:

    Deine O₂ Rechnung: Einsehen, herunterladen und Rechnungseinstellungen verwalten | O₂ Community

    You can display the last 6 invoices there and have a look.
    I've also seen that you've been in contact with customer support by phone in the meantime. Were you able to resolve your issue there?

    Best regards
    Daniela

    Hat dir eine Antwort weiter geholfen? Perfekt, dann markiere diese bitte als "Lösung", damit hilfst du auch weiteren Leuten. :-)
    o2_Daniela
    • o2_DanielaModeratorin
    • Moderatorin
    • January 30, 2025

    Hello ​@Zahra Moghdid,

    I would like to ask if the answers here have helped you and if you have been able to view your invoices!
    If you have any further questions, we'll be happy to help you here. 😊

    Best regards
    Daniela

    Hat dir eine Antwort weiter geholfen? Perfekt, dann markiere diese bitte als "Lösung", damit hilfst du auch weiteren Leuten. :-)
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