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Puff, One day and your 12GB are gone - how to file a complain?


That happened again. 

I get back Frankfurt after over a month away. Put my O2 card again 2 days ago. 

Today I got sms that my 12GB DATENVOLUMEN is gone.. all used. 

I’ve found connections details and indeed in-between 22rd of April until 23rd of June there was nothing registered. Perfect.. then I listen some music on the way work, and set navigation, read some news.. all normal. all together ca 3h of usage noted till than. But on 24rd of June starting at 1653 I got 22 hours of internet usage and today (25th of June) around 12 I got sms that.. yep.. all is gone.

Lets see whats happen at the time with my phone.. at around 17:00 I left the office and hire the car. I went back home and left the phone in the car. around 23 I pick the phone and brought it back to home wifi. It was charging during night. At the morning I run long overdue errands with the car using navi and bum.. gone. 

There is clearly something unreal is going on with the O2 summing up data connections and I never accept the fact that all my 12GB went off using navi and listing music. I just checked that highest quality music from Apple takes -145MB with Hi-Res Lossless at 24-bit/192 kHz average per song not to mention that I listen playlist that I have already downloaded!

In any case that is not normal. 

Please help me: How can I fail the complain?? How can I escalate that as this happened already another time. 

I am going to cancel this contract as soon as I will find better alternative but I have now bigger problem because I need to travel by car tomorrow and I don't have any data on my phone :(

BTW: For somebody who doesn't understand German very well the O2 service is exceptional bad. It is very hard to find something on mein.02.de.. German hotline staff is getting rid of the problem with Kundenpasswortnummer (4 digits) that I never got (when I bought the sim in the shop). At the shop they couldn't help me. Not to mention that this complain service is obscured entirely. Very very bad service and I pay 20 euro for 1 day of internet each month, I almost don't call or sms. It feels like scam. :(

Terribly disappointed, 

fil..

(btw: I used to have o2 contract for 2 years.. with just 6GB or so.. it was working mostly ok and certainly not like that. I switched because I often travel to UK for some longer time.. maybe this is kind of System punishment?? ;-) )  


2 Antworten

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Hi @filotnie,

Unfortunately, I am not able to help in this case but I would like to tell you about the English-speaking hotline:

+49 89 66 66 30 08 1
Monday till Friday 10 am - 6 pm (as of June 2022)

Kind regards,
Alex

Hi @filotnie, welcome at our community.

I am very sorry that you having such problems. Did you already call the English-Speaking hotline?

If I understood it correctly, was 12 GB consumed within 2 days? That strikes me as a lot too but is not impossible. Did you maybe use your Smartphone as hotspot or maybe the rented car has connected to your Smartphone and hence the high consumption. You can also have a look at your smartphone what uses so much GB.

KInd regards, Ines.

 

 

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