Please cancel my contract like I was told by your customer service representative

Are you no longer living in Germany? In that case you can terminate the contract early by sending in your deregistration confirmation from your last place of residence and proof that you are now living abroad.

http://info.o2online.de/kuendigung/

hi ​@bs0 
Yes, i already did that. That was when they responded saying it is not possible since I didnt move anywhere during contract renewal which happened in April this year. I renewed it only because the customer service personnel said that i would be able to cancel under “extraordinary” circumstances and since I needed the number until the tax office responded to my messages and get my tax refund to my german bank account. o2’s response is what triggered my post on this forum. I hope someone from O2 will look into this case. 

​@RukSustr 

​@Bumer I did exactly that. thank you. 
That was when they responded saying it is not possible since I didnt move anywhere during contract renewal which happened in April this year. I renewed it only because the customer service personnel said that i would be able to cancel under “extraordinary” circumstances and since I needed the number until the tax office responded to my messages and get my tax refund to my german bank account. o2’s response is what triggered my post on this forum.
 

​@o2_Andre ​@o2_Annika hello! I am tagging you here to get your attention. my apologies. Can you please help me out with this? thank you in advance!

Hello ​@RukSustr,

welcome to our o2 Community 🙂

I could take a look at your Application for Extraordinary Termination because of Moving Abroad and also the rejection from our colleagues responsible for replying to these applications.

I first asked these colleagues how to proceed, whether an addition of proof of your current residence abroad would make sense or if a new application with the proof of your current residence abroad but under a different header would be better.

Depending on the answerr of the colleagues another way could then be with our contact form plus the proof you already delivered - which is, if I may add, done rather excellent already - adding then the proof of your current residence abroad.

We will keep ypou updated here as soon as possible.

Best Regards,

Gerrit

Hello ​@o2_Gerrit !
Thank you so much for your response! Yes, please do let me know if any additional documentation is required. I received an email from O2 this morning saying my contract has been terminated from 2028. However, that is not what I have been asking about - I want it to be terminated as soon as possible. So, yes please let me know. thank you so much once again! 

​@RukSustr Via our colleagues checking the cancellations for moving abroad a cancellation before the end of the running time of the contract is not possible, as the move happened before the beginning of the current running time.

I then suggest to ask for an early termination for the reasons you already stated in your letter, but sending the letter with proof of de-registration in Germany and current registration abroad via our contact form.

And then you can upload the documents here: and copy the letter in German language into the field above:

Best Regards,

Gerrit

Could you already send the contact form with uploaded proofs, ​@RukSustr?

Best Regards,

Gerrit

Hello ​@o2_Gerrit 
My apologies for the delay. I was away for my wedding when you had sent this message. Was caught up with doing last minute things since we were organizing it. We just got back last night. I have completed the form and uploaded the proofs. Please let me know if it looks alright. Thank you very much for helping me out.

That is great, ​@RukSustr, I could already see it and it looks good. The colleagues responsible will check and answer as soon as possible 🙂

Best Regards,

Gerrit

I checked for you, ​@RukSustr, your cancellation request is still being worked by our special department.

Best Regards,

Gerrit

Hello@o2_Gerrit 
Thank you very much. I got an email today saying this:

“I have reviewed your request again. You are requesting an extraordinary termination of your contract due to a change of residence abroad. According to your information, the move already took place in July 2024.

However, you only concluded a new contract for your mobile phone number on April 22, 2026, with a minimum term of 24 months. Therefore, there has been no recent change of residence.

You state that you still used the phone number for official purposes. However, this does not explain why you agreed to a further minimum contract term, since the old contract could have been terminated monthly at any time after the minimum term expired in July 2026.
Please understand that due to these circumstances and the very long remaining term of the contract, we cannot agree to an early termination.
We will therefore terminate your contract on April 21, 2028.”


Of course they did not cancel my contract. They say they don't understand when I have very clearly mentioned the reason and everything that happened. I trusted the customer service representative who renewed my contract. Dear @o2_Gerrit , thank you very much for trying for me. 
can you please help me change the sepa transfer IBAN? 

I tried doing it through my mobile application (My O2) and the online web application. An error message kept popping up saying “Cannot do it now, try again later” or something. I was unable to change it. Im closing my German Deutsche Bank account next month. I want to change the IBAN to a czech account. Can you please help me change this? I would really appreciate the help.

Thanks in advance.

Unfortunately the reason you gave is not plausible for o2. You could have let the existing contract run as long as you still needed it, used a prepaid card or concluded a contract with a minimum term of just one month.

You can't change the IBAN to a non-German account online. You need to send this form to o2 via the contact form:

https://www.o2online.de/assets/blobs/pdfs/formular-aenderung-bankverbindung-sepa/

Hello ​@RukSustr, according to our special department they cannot end the contract.

After being advised internally I could end your contract for tomorrow, as, according to the proof you have given, the contract can only be used abroad where you have your residence.

And this is actually not permitted by us, as it is not roaming for a restricted period of time anymore.

But still the order to change your IBAN needs to be done, as there will be a direct debiting on the 18.06.2026 and the last, while only for a bill partial for the last days, will be on 20.07.2026.

bs0 has linked that form, which you can sent to us via our contact form, in his comment above 🙂

Best Regards,

Gerrit

Hallo ​@o2_Gerrit good morning :))
Thank you so much for this! If i understand it correctly, my contract has been cancelled - correct? Because I noticed that my sim has been deactivated (also doesnt work anymore) and it said my contract ends next month (on Mein O2 app). Could you also please prepare and send a confirmation of this via email?

Also, I will keep the bank account until the last payment for July has been deducted. Im okay with closing it once this is over. 

Please do let me know about the contract termination via email.

Thank you so much for all the help so far! I truly appreciate it :))

Good morning ​@o2_Gerrit 

This is a follow up to my previous message. Could you please send the confirmation of my contract cancellation via email?
The only proof I have for now is this communication thread since my mein O2 app just says this “Aus technischen Gründen können Ihre Daten derzeit nicht vollständig geladen werden. Bitte versuchen Sie es zu einem späteren Zeitpunkt erneut.” and nothing about contract termination/cancallation. 

Please do prepare and send it. Would really appreciate it. 

Thank you so much !

Cheers

Good morning, ​@RukSustr,

your contract has indeed beeen deactivated on June 13 and the confirmation of the cancellation will be sent to you via E-Mail on June 29 🙂

Best Regards,

Gerrit

This is great! Thank you for letting me know :))

and a huge thank you for all the help that you have done for me ​@o2_Gerrit ! I am grateful :))

Cheers
Rukhu