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Dear all

 

I come back to you regarding one problem I am facing since the 20.09.2021 when I conducted a contract in an O2 shop.

 

I went to an O2 shop in order to get a specific offer as an O2 client and this is exactly what I explained to your O2 employee at the shop (a freeM Boost contract for 2 years with an Iphone 13 Pro that should cost according to the online platform 71,49 Euro ). The employee just said yes and the offer will cost 3 Euros more and he explained that this is related to Taxes.. 

 

He did not show me the details of the offer he prepared, and explained that I will get the contract and details by email. 

 

Once back home, I checked the contract and realized the following:

  • He did a separate contract for the phone within 3 years !
  • 1 free M boost and 2 free S on 2 years 
  • ==> phone on 3 years to reduce the phone monthly cost + a more expensive package = In order to get the same monthly cost of the offer we requested.

 

I went back to the same shop several times  in order to fix the issue but they always redirect me to the hotline and explain that they cannot cancel/ change the contract or fix the issue from their side. 

 

I also called the hotline  and they explained to me that a contract signed in an O2 shop can only be cancelled or modified at the same place.

 

The last time we were in the shop, they created a ticket in order to change the phone contract to 2 years but we will have to pay more than what we have requested at the beginning. 

 

At the moment, I am feeling that I am limited to two types of contracts that I have never requested:

1 - Paying a phone for 3 years and having 3 Sim card that I do not need in order to pay what I was expecting

2 - Paying a phone for 2 years (in case the ticket the shop has created is successfully considered) and having 3 Sim card that I also do not need and in addition paying more that what O2 is offering

 

I am feeling that I have been fooled, and I do not know to whom should I address the issue, in order to cancel or fix the contract.

Can you please advise

 

Thank you

 

 

 

Firstly, never sign a contract without seeing it first. If the shop says 'you will get it by email", that is not serious, so you should not sign.

It is true that only the shop can revoke the unwanted. contract. If they refuse to do so, you could submit a complaint to o2 in writing.

Thank you for your reply. 

We requested a specific offer and he said that he is preparing the same! That why I did not insist on the details because I knew the offer I was requesting.. 

Do you know to whom can I address a complaint (email or address for a letter)? 

 

Hi @Rhym, 

welcome to our English Community. Good that you contacted us here right away concerning the treatment in one of our shops. I regret that there was obviously a misunderstanding concerning the contracts that you wanted to have. 

Do I see it correctly that you wanted to get an additional partnercard with the tariff “o2 Free M Boost Kombi” together with a 24 month-duration of the iPhone 13 Pro?

Or did you just want to prolong your current contract for further 24 months?

Unfortunately, it is not possible for us to change the duration of your iPhone 13 Pro from 36 months to 24 months. But I confirm that you do not pay more altogether. The full price for the device of 1.297 € stays the same, only the rates are lower with the 36 months-contract. 

If you like to send a complaint to us, please use the following contact details: 

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

or by fax to 01805 571 766

If you like to get further support here in the community, please do not hesitate to contact us. 

 

Loving greetings,

Tobias

Dear @o2_Tobias,

Thank you for your feedback.

  • I asked for: Apple iPhone 13 Pro mit Vertrag O2 Free M Partnerkarte, on 24 months
  • I got: Apple iPhone 13 Pro Ohne Vertrag on 36 months + Kombivorteil Offer 2019 ( 1 Free M Boost Online + 2 O2 Free S Online) 24 months. 

Is there still possibility to change the tarif type or cancel the contract?

Best Regards,

Rime

Hello @Rhym,

we do not have the possibility to just change tariffs and contracts that have been signed in a shop. If you havenÄt done already I strongly recommend to contact us as soon as possible in writing at the address that @o2_Tobias provided.

Regards,

Lars

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