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Hello,



I would like to share my unhappy feeling with my new contract which I made it three month ago. here is my history, I have a contract with O2 from 2011, it is going to be more than 8 years which i have a contract with O2.



three month ago, I went to a O2 shop in Kiaserlutern, Germany to change my contract and get more Internet connection. her told me that if you get 10GB then you will get free of charge partner card (no fee for activation). he also told me that the total cost will be 24,99 euro which you need to pay per month. But now, I noticed that O2 charge me more than 25 euro for activation of my partner SIM card. and also the other sad and dark part that instead of 24,99 euro, I am paying 34,99 euro. I am very unhappy about it. I do not know the person in shop was layer or O2.



if it is going like that i will really consider my thinking about O2 and also say to my other friends that do not trust o2 and go for other company.



I am so unhappy with these two cheating and not saying total information about my contract. But instead, by lying to me try to get my signature.

this is not right that if I am not able to read German then the person in shop try to cheat me.



I went several time to the person in shop, the only thing he said that you sign the contract and you have to pay. He said to me that I told you 24,99 euro but you sign the contract any way :-(



Please help me what I can do now.
Hallo @Parsa2017



thank you for writing and welcome in our community.



After reading your request i had a look in our systems what happened.

I am able to see, that you extend your old contract and signed for a second. This second contract is not free of charge and unfortunately we do not have such an offer.



You have written, that you should pay round about 25€ and with the last invoice you paid 35€.

When i optimize the tarifplans for you, i am able to give you a further benefit on the first tarifplan of 5€ because of the fact you have more than one contract with us.

On the partnercard there are no further benefits possible, sorry.



An activation Fee was not included in the invoice, so you do not have to pay such a fee.



Is this solution fine for you?



Regards Michael
Hello Michael,



Many thanks for kind reply and for your help,

I can accept your offer (i.e. benefit on the first tarifplan of 5€ because of the fact I have more than one contract with you).



Please consider that I have 8 years contract with your company and I had a big commitment to your company.



But I really need to say that since the person in the O2 shop told me that you only need to pay 24,99 euro for the both contract. Therefore and because of his offer then I signed these two contract. Otherwise I did not sign it. because it is too much for me.

To be honest, from the next month, I did not have job and this money was too much for me.



I also have the hand write of the person (in O2 shop) which he wrote that you only need to pay 24,99. if you need then i can send it to you to take a look.



with regards to the activation, if you can see my first payment (after changing the contract), you will find that I pay 25 euro only for activation of my SIM card (partner card).



To be honest, I am so unhappy from this person that he gave me fake offer and get my signature.



It would be really my pleasure if you can help me, since that I will not have job from the next month and I have to pay for two contract.



I am really looking forward to hearing from you,



With best regards
Hello @Parsa2017 ,



i am glad that you are fine with my offer.



Honestly i can imagine how do you feel, because sometimes it is just difficult living abroad. I am really sorry what hapened.



The promised benefit should work from now on. If there are any requests left, or something will be wrong with the next invoice. Please contact us, we want to help you. You are welcome.



With the best regards

Michael
Hi @Parsa2017



if there is anything else we can do for you, you are welcome



Regards Michael
Dear Michael,



Hello and thank you so much for your kind message.

to be honest, I will be jobless from the next month (no income) and it would be really really difficult for me to pay for both contract. could you please help us to pay only 25 euro per month? or at least I can able to cancel the contract of my partner card and then I only have one contract.

to be honest, since I will have no income then for me, it would be really hard for me to pay this month for both contract. Please understand my situation.

as you know that I have 8 years contract with your company and had a big commitment to your company. please help us in this situation.

As I also informed to you before, I also payed 25 euro just for activation of my partner card while the officer told me that this activation was free but your company charged me.



I am really looking forward to get your help and your advice



With best regards

Abbas
Hi @Parsa2017,



I totally understand this is a difficult situation for you and I am sorry that there is not much else we can do as of now.

The thing is, we cannot change any additional details in your contract because when we look at the data in our system, we cannot confirm the agreements that you say were made in the shop.



What you could though is write a complaint letter describing what happened and including copies of the notes and papers that you have.

You can send the letter to the following address:



Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg



Best regards,

Jan.
Hi Jan,



Thank you so much for your time and for your suggestions.



to be honest, from March 2019, I have no Job and if I have your email then I can able to send the letter of my ''Kündigung'' to you and I have no income.

I am really worry that I can not able to pay this many per months to O2.

to be honest, I do not be in trouble and as you know that I have more that 8 years contract with your company.

I will also make again contract with you whenever I find a new job.

I really want to ask you to help me in this stage because I am really worry that I can not be able to pay this money per month. if you look at to my both contracts, then you can noticed that I am not using one of my internet at all.



Please give me your suggestion and your advice what i can do if I am not able this money to O" (because right now, I have no job and no income).



I am really looking forward to hearing from you,

With best regards,

Abbas
Hi @Parsa2017,



I completely understand your personal situation and I regret that there were some misunderstandings in the shop.



At the moment, your contract "o2 Free S Kombi" has a basic fee of 9,99 €.

And your tariff "o2 Free M including the young people benefit" amounts to 19,99 € per month.



So, altogether the basic fee is 29,98 €.



Additionally, you still have to pay the rate for the SAMSUNG GALAXY A6, GOLD until 12th November 2020.



If you like to cancel one of the contracts, this is only possible after the 24 months at the earliest to the 5th November 2020.



I regret, but there is nothing more that we can do for you at the moment.



Loving greetings,

Tobias
Hi Mr. Tobis,

Thanks for the message.

It seems to me that you do not understand my isue and this behevior is not nice from this big company. As i told you I had 8 or even 9 years contract with O2 without any problem. It means that i had a big commidment to your company. Now i am in big issue with my income and have no job to support my life then you can easily ignor this one. What you suggested I have already knew it since i am long time with O2.

With regards to your behavior for sure, i will rethink about O2 and move to Vodafone or others in near future ( when i get a new job).

Best

Abbas
Hi @Parsa2017,



thanks for your message again.



I understand your worries.



We just received your letter today. We will check now everything for you and give you a concrete answer.



Thanks for your patience.



Loving greetings,

Tobias
Hello Tobis,



Many thanks for your kind message.

I am really looking forward to hearing from you,



thank you also for understudying my finainal problems and issues.



With best regards,

Abbas
Hi @Parsa2017,



thanks for your reply.



Until now, I have not yet received a response from our cancellation department.



I now requested a response from this department.



I will come back to you as soon as I have got a response from our cancellation department.



Thanks for your patience.



Loving greetings,

Tobias
Hi @Parsa2017,



meanwhile you should have got a reply via e-mail from us concerning your cancellation.



If you have any further questions, please feel free to contact us here in our English community. But be aware of the fact that I cannot do anything to change your deactivation date to an earlier date.



Loving greetings,

Tobias
Hi Tobias,



I have already got a reply via e-mail and call from your company concerning my cancellation.



they told me to change my contract and I only need to pay 24,99 euro per month and then I agreed that i will continue with O2.

But today I got an invoice (Rechnung) for April 29,65 euro.

it seems to me very strange. your colleagues promised and told me that for both contract, just I need to pay 24,99 euro.

could you please let me know what is going on?



i am really looking forward to hearing from you,



Many thanks

best regards
Hi @Parsa2017,



thanks for your message.



I just had a look on your tariffs. For both tariffs you got a discount of 5,00 € for 6 months on 12th April 2019.



This means that the tarif "o2 Free M including the young people benefit" has a monthly fee of 14,99 € and the tariff "o2 Free S Kombi" has a monthly fee of only 4,99 €.



Of course, the additional discounts start on 12th April 2019. So, please do not worry that your invoice is a little bit higher now. The reason for that is that the dicount is only partly on your invoice as the discount started on 12th April nearly at the end of your billing cycle.



On your next invoice you will find the complete discounts.



I hope I could help you with this information.



Loving greetings,

Tobias

Dear Madam and Dear Sir,

good afternoon

I would like to ask one question regading my monthly paying ( for June 2020). my registeration number is ( Kundennummer: XXXXX )

and our numbes are XXXXXXX

Could you please make it more clear and transparent why we had to pay 91,47 euro for June 2020.

Honestly speaking; it is really strange for us. we pay more or less 30euro per month and this value for june is totally strange.

it would be our pleasure if you can provide us more information.

I am really looking forward to hearing from you

Many thanks and best regards

XXXXX

 

Edit: Name and number deleted / o2_Dennis

In "mein o2" einloggen und Rechnung ansehen, auf Seite 2 werden alle rechnungsrelevanten Positionen aufgelistet ... welche stimmt nicht?

 

Und noch eine Anmerkung:

Die Nennung der eigenen Rufnummern in einem öffentlich einsehbaren Forum ist suboptimal.

Hallo Sächsin,

Vielen Dank für Ihre freundliche Hilfe.

Ich sah die Seite 2 und schrieb "Datennutzung außerhalb der EU".

Aber das ist wirklich seltsam. denn wir sind nirgendwo hingegangen. wir sind auch in eine andere Stadt gereist. wir waren immer in unserer Heimatstadt (Aachen). Ich bin sicher, dass da etwas nicht stimmte.

Könnten Sie das bitte noch einmal überprüfen?

Vielen Dank.

ich warte auf Ihre Antwort

Mit freundlichen Grüßen

 

Steht bei der "Datennutzung außerhalb der EU" ein Datum dahinter?

 

Ich kann es nicht überprüfen, da ich auch nur Kunde bin (wir sind hier in einem "Kunden-helfen-Kunden-Forum").

Hi @Parsa2017,

 

thanks for your request concerning your invoice, especially about some data-connections outside of EU.

 

By the way, do you prefer to write in English or German? It is up to you to decide.

 

Did you already check the itemised bill when exactly (at which date) the connections occurred? Please have a look here: http://g.o2.de/rechnung-evn

 

I hope that you are already able to clarify your request. If not, just come back here in our English community.

 

Loving greetings,

Tobias

Hello Tobias,

Thank you so much for your kind message and your kind consideration.

yes  I check it and it was mentioned that Datennutzung außerhalb der EU=49,9888 euro ( in total 91,47euro which is really strange for us) I am sure that it was not right and for sure, something was wrong in your system. because we did not leave Germny or even our home city.

could you please take a look and let me know where was an issue?

Many thanks

I am really looking forward to hearing from you.

With best wishes

Hi @Parsa2017 ,

as you can see on the bill are these connections from last July.
Meaning they were made in July. Since they weren't charged last year, we made up for it on the last bill.


The statute of limitations in this case is 3 years and there is no double billing.

 

Best, Alina

Dear Alina,

Thank you so much for your kind email.

yes indeed. I found it too which was for the last year. But the problem is that i did not use it at all and did not know why I have o pay this money for connection for outside of EU.

one of your collegues in O2 shop told me yesterday that he was charged without any reason and O2 has to send this moeny back.But I did not know where and to whom I need to complane or write this message.

 

thanks for your advice and your time in advance

 

Best regards and lookning forward to hearing from you

 

Hi @Parsa2017 ,

We don't charge for things like that without a reason.
If you are of the opinion that these connections could not have been made, please send your request in writing by letter to the following address:
Telefonica Germany GmbH & Co OHG
Kundenbetreuung
90345 Nürnberg

 

Best,

Alina

 

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