Hello @mcmfi,

welcome to our o2 community

I have checked the link to the form, here it is working. Do you have a program to open pdf-files i.e. acrobat reader on your device? Do you get a specific error message?

Best regards

Giulia

Thanks for your response.

It’s a 500 error, see the console inspect screenshot also. 

 

Ich kann den Fehler nachstellen*.

@mcmfi Probiere mal bitte hier 

*

Edit: o2_Dennis 09.02.23 / link updated

Ok perfect, that works.

I have also sent a letter based off a separate conversation with one of your colleagues so I assume that should suffice. Many thanks for your response

Hello @mcmfi,

okay, it seems that you have used another link here. Thanks to @Sandroschubert!

If you have any further questions please let us know.

Best regards

Giulia

I have sent these bold/highlighted documents  3 times and called 3 times to follow up and confirm and still your team will not cancel my contract as requested in January? I am getting wrong information over email that what is being confirmed as possible verbally.

- a de-registration certificate of your present place of residence - a notification of your new, foreign domicile alternatively a confirmation of your employer or landlord

I would never ever use O2 again and warn anyone else from engaging with this terrible terrible service. 

Utterly infuriating and a total scam.

Hello @mcmfi,

I can not check what’s going on, because your forum account is not linked to your phone number. In order to be able to check this, we would have to switch to private messages to exchange the data.
If you want to do that and it's in your interest then let me know. Then I will activate you for the private messages.

Kind regards
Jessica

Hi Jessica,

Yes - contact me immediately on the email account associated with mobile number 0176xxxxxx69

Thanks

Fiona

Edit o2_Jessica: Deleted mobile number - please do not post any private data/ information in a public forum. Data protection.

Hi - your team are still going against what your documentation states.

Will you stop taking money from my account and find a solution? 

- a de-registration certificate of your present place of residence - a notification of your new, foreign domicile alternatively a confirmation of your employer or landlord.

I have sent the alternative option several times.

Hello @mcmfi,

please do not post personal/private data in a public forum!
In order to be able to check your request, I would like to ask you to reply to my private message, which I will send you in the next few minutes from our collective account @o2_Support. Please send us your name, the corresponding phone number and your four-digit personal customer code for legitimation. Then we can take a closer look.

Your inbox you can find here: Click.

Kind regards
Jessica

I will never use this number or O2 again so I don’t mind if it is public. 

Your private message doesn’t mention anything about my employment contract provided. You are not helping in any way at all.

Massively unhelpful.

Accept the documentation provided immediately and stop taking money from my account.

Hi Jessica,

Can you or someone senior from your team please read and respond to my request to cancel my contract? In your private message only sent the link. If you read the information on the link carefully you will see I have provided the documents based on what has been requested. Please stop taking money from my account. Please respond to my multiple attempts of communication.

Hello @mcmfi,

I have replied to your private message again.
If you don't send us the relevant information, we simply can't be responsible for you.

Kind regards
Jessica

I sent this 4 times

Hello @mcmfi,

I asked you in my message for the information as mentioned in my previous message: your name, your corresponding phone number and your four-digit personal customer code.
Until now you haven’t sent me those information. Also not in your previous private message. I would also like to remind you of our forum rules, which you can find here: Our forum guidelines.
It states that we ask for appropriate manners in our forum and that we always communicate at eye level. Be it in the public part of the forum or in the private messages. You are always dealing with individual people who want to take care of your problem. However, if you do not provide us with the relevant information so that we can look into it, then our hands are tied.

Please send us the mentioned information via private message and we can have a look.

Regards
Jessica

I have provided the documentation in your link, I am in full support of good etiquette and empathetic customer service which is why I am asking your to cancel my contract as requested in January based off the circumstance laid out over multiple letters and the supporting documentation provided including my registered address in New Zealand and my Employment Contract.
 

Thank you 

Hello @mcmfi,

I have written to you again in the private message. Please send us the relevant information. Again, this is: your name, your corresponding phone number and your four-digit personal customer Code. We need this to legitimise/verify you as the number holder and to be able to check for you what is going on.

I don't know what it is, whether it is a fundamental misunderstanding or whether I have written something too unclearly. But without your help, I won't be able to help you any further.

Kind regards
Jessica

Hello @mcmfi,

thank you for your information via private message. I have now been able to check your request accordingly and can tell you the following:
The document you noted which you think was not accepted has been accepted. Instead, the official deregistration confirmation (with stamp) from your place of residence in Germany is missing. As soon as this has been received, your contract will be terminated immediately.
The following email was sent to you on 23.02:

As we have already informed you, we need two things for an extraordinary termination: the confirmation of deregistration from your German residence (Abmeldebestätigung) and a confirmation of registration from your new residence abroad.

As there is no obligation to register in all countries, we also accept proof from the new employer or landlord as an alternative to the confirmation of registration of the new residence. For this reason, we accept your employment contract instead of a confirmation of registration.

However, we still require a copy of your confirmation of deregistration from your former German place of residence (Abmeldebestätigung).

As soon as we receive the documents, we will cancel your contract to the next possible date.

Kind regards,

Your o2 Team
XXXXXXXX

Kind regards
Jessica

Hi, your team stated differently on the phone, and also - your documentation never states you need both documents, it states ‘alternatively’. The information is conflicting.

“To enable a good will cancellation of your contract at an earlier date, please send us documentary proof (photos or similar) of: - a de-registration certificate of your present place of residence - a notification of your new, foreign domicile alternatively a confirmation of your employer or landlord”

I needed to cancel my account when I was leaving the country - not months afterwards. Can someone please take a closer, look at my case and that I was under pressure to return due to family reasons and managed isolation systems to enter New Zealand, as stated in my letter?

@mcmfi

There are two bullet points. The alternative refers to the proof of residence abroad. The word notification is wrong and misleading but refers to the registration, the alternative being the confirmation from your employer or landlord. You need both - the deregistration from Germany and proof of residence abroad. If you are still registered at the address in Germany then you cannot terminate the contract early.

Do you not have a deregistration document? If so, then you will need to get in touch with the local authority in the municipality you lived in. It is in your interest to deregister properly.

Hello @mcmfi ,

as bs0 already explained, there are two parts to the documentation that is needed to end your contract.

Have you been able to send in the part that was still missing to finish the process of cancellation?

Kind regards, Sven

Hi Sven,

Thank you for clarifying - it seems the team on the phone understood differently that I would be able to cancel without my de-reregistration certificate , and the term “alternatively” had me of the understanding that my work contract as provided and recommended by your team verbally would be a suitable alternative. 

I deregistered when I left Berlin approx 3 weeks ago and sent the letter to my Mum in Invercargill, New Zealand who is not well currently (hence my quick need to come home), but I can’t go and see her as she is a 3 hours drive away and covid is kicking our ass here in little old New Zealand. She is in and out of hospital this week and I need to work full time, so sadly - I can’t go there to check the mail each day in order to stop my phone bill in Germany. 

I would really like to stop paying for my O2 account though, if anyone there is empathetic and proactive enough to treat this as an edge case - since I had to leave under extraordinary conditions after not being able to enter my home country for 2 years.

I believe in you Sven - help me out! This can be resolved, surely. I’m not lying about not living in Germany. I live in New Zealand. I can send you a photo.

Hi Sven, Jessica, Sandro - can someone take a look at this again, please?

Money left my account today. I want to close it but am worried becuase you keep taking money each month. Can you help me cancel my account - I did give 3 months warning, and a solid amount of supporting documentation. I’ve had incorrect information from your team. 

Please assist me, please stop taking payment. 

Hi @mcmfi, as I can see, the whole process is already running and you are in contact with the responsible department.

I'm sure it will be resolved soon.

Kind regards, Ines.

Hey Ines, 

Thanks for looking into this. Sadly, it’s still note resolved - my de-registration form hasn’t arrived and I received incorrect information from the O2 team. I would love you guys to stop taking my money each month. I’ve been asking since January.