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Phone and O2 home spot combination offer not applicable

S
Rang

Hello,
I had signed up for a combination package for phone and wifi. I was told that since I already have a phone contract, the O2 Home Spot connection will be at 50% discount. Unfortunately, that did not happen and I have been paying 34.99euros instead of 19.99euros. 

I had lodged a complait and have a ticket number for my issue but no action has been taken. Can you please tell me where can I get my complaint resolved?
Also, how do I reach out to the English speaking customer care?

It has been over 3 months now and I am highly disappointed.

 

Edit o2_Matze Beitrag ins richtige Board (english Mobile) verschoben

 

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Lösung von o2_Michi 19 June 2020, 18:13

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5 Antworten

o2_Lars
Benutzerebene 7

Hello @sanika27 and welcome to our o2 community :-)

I am sorry to hear that there seem to be issues regarding your Homespot contract. As far as I can see you signed the contract in February, is that right? We recieved a complaint in early March, unfortunately there was no possibility to change the contract since several weeks have passed since the contract was signed.

You should have recieved information by email regarding the contract after you signed it in a shop, was the discount stated in this mails?

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
S
Rang

Hello Lars,

 

Thank you for your message. 

Yes, the contract was signed in February. I had visited the O2 store immediately after the first month bill was taken from the bank account. A ticket was created by the customer care executive, and he informed us that in 5-6 weeks your team would contact me, unfortunately that did not happen.

I was given the information related to the offer while signing the contract, and therefore I trusted that the contract documents will be formulated the same way.

Unfortunately, the contract documents are in German. :( 

I request you to kindly take some steps to resolve my issue.

 

Regards,

Sanika

o2_Michi

@sanika27 

 

Hi Sanika :relaxed:

 

the store send a the complaint, but the discount was declined and the info was sent to the shop in early march.

This is, what @o2_Lars stated in his post above, because the withdrawal period of 14 days has ended before we received the complaint.

I’am sorry but we can’t edit your contract after this decision. :disappointed:

 

Best regards,

Michi

 

 

S
Rang

@o2_Lars @o2_Michi 

Thank you for the information.

I would like to terminate my HomeSpot contract with O2. Please let me know what can be done for the same.

Thank you!

o2_Sandra
Benutzerebene 7

Hi @sanika27, 

 

please have a look here  There you´ll find some informations about it :-)

 

Best regards, 

Sandra 

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