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Hello @mcmfi,

I am very sorry, but we cannot simply terminate contracts without having the appropriate documentation.
We completely understand your situation, but unfortunately our hands are tied in this context.
Please write to us as soon as you have your cancellation confirmation. We will then find a solution together to forward it as quickly as possible!

Kind regards
Jessica 🌞

Hello,

I sent my Abmeldung two weeks ago and no one is responding, money is still leaving my account.
 

I tried to cancel in December, for March - it’s now May. Please stop taking money from my account and acknowledge my email.
 

Hello @mcmfi ,

according to the info I can find in your data, the cancellation department is still waiting to receive the correct de-registration form from you. Without this the contract cannot be cancelled.

Kind regards, Sven

I sent it on April 11th, and a reminder on April 13th

Here it is for the 3rd and hopefully final time.

O2, you’ve been a real un-fun time - please stop taking my money.

Edit o2_Sven: Removed personal data

I just sent it again to impressum@cc.o2online.de

4th time lucky?

Hello @mcmfi ,

the documents need to be sent to the cancellation department in Nuremberg, we can’t do anything with them here. You can send a copy directly to:

Telefonica Germany GmbH&Co. OHG

Kundenbetreuung

90345 Nürnberg

Or you can send the document via Fax, the number is 01805 57 17 66.

Kind regards, Sven

Ok - your team on the phone 3 months ago suggested I could email it. Also, no one answered my email(s) to suggest that this was the best means to send documentation - literally I need to respon on this thread for anyone to respond. 

I will send the letter from New Zealand to Germany, I guess that means you will charge me again this month?

Will you send a letter back when it’s complete, is that how it works?

“Fax machines were ubiquitous in office environments in the 1980s and 1990s, but have gradually been rendered obsolete by Internet-based technologies such as email and the World Wide Web.”

I am sure thousands of people will be enlightened by your Wikipedia quote, whatever purpose it serves here.

The email address you sent the documents to is for website issues and not customer services which doesn’t have an email address (not a discussion worth entering into here). Post is unfortunately the best option. I assume the relevant department will send you a confirmation, but I am sure a moderator can confirm its receipt for you as well.

I was highlighting that fax machines are very outdated.

I’ll get that in the post, it would be great if your processes spanned all teams so I didn’t have to communicate here - let me know which email address I can use as well, please. I would like to send physical and digital copies being that this has been such a terrible customer experience.

I have been using this email address
impressum@cc.o2online.de

Your team do reply to me there, usually - but not recently.

Let me know next best email while my letter comes in the post

Hello @mcmfi ,

there is no such email address. I have good news for you though as the contract has been terminated and the current bill is the last one and you won’t need to pay anything for it.

Kind regards, Sven

Ok, can you please confirm that in email for me?

That is great news. 

Sven, it’s been a wild ride!

Hi @mcmfi thanks for your answer. We are not offering an e-mail support but i can confirm the deactivation to. Your account at o2 is closed and everything looks fine :)

kindly regards
Michael

Thanks, Michael - I did hear back from that email address also - so it seems that channel does work eventually in case other customers ask too.

Have a nice day.

Hi @mcmfi i am glad to read your respond, thank you.
Have a good time. You´re always welcome.

kindly regards
Michael