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Received Letter from Collections Agency

A
Rang

Hi, 

I have received a letter from a company called real solutions stating that i owe telefonica germany money. However this doesn’t make any sense since I've paid all required money for my old phone contract and received confirmation via email from one of the customer agents outlining the remaining amount that needed to be paid – which was paid. Apparently I now owe an additional amount for the cost of the phone itself which I wasn’t informed of during the time of the discussion and O2 were not able to contact me due to a change of address, even though my email address was in the system.I need to sort this asap as the letter is from a collections agency. 

 

Edit by o2_Katja: Verschoben von Vertrag zu Englisch

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Lösung von Denner 7 September 2020, 11:45

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17 Antworten

Denner
Rang
Benutzerebene 7
Abzeichen +4

You have to contact the Collector, they can answer your questions.  
 

42! 07.99
bs0
Rang
Benutzerebene 7
Abzeichen +7

The contact details of the collection agency should be on the letter you received from them. o2 will have passed the debt on to them. If you purchased a phone from o2 then you must have received a second contract for that (24 monthly instalments).

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
o2_Tobias

Hi @abto, 

 

welcome to our English community. Thanks for contacting us concerning your open amount. 

 

@Denner and @bs0 already gave you the correct information: Please contact the debt collection agency to clarify your open amount. 

 

If you need some contact details of the debt collection agency, just let me know. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
A
Rang

But how do I know if it is a legitimate claim? I don’t understand how speaking to the Agency will help me to understand what this is for? I need Telefonica to confirm whether or not I do in fact owe additional charges for the one phone that I purchased and believe to have paid in full. The collections agency is a third party not linked to Telefonica, so how do I know that it is not fraudulent? I need answers from Telefonica. This isn't good enough.

bs0
Rang
Benutzerebene 7
Abzeichen +7

The collection agency needs to provide you with evidence of the claim. If they can’t, then of course you should not pay. Once a company passes a debt to a colection agency, the communication is through the collection agency. You can of course, also write to o2 and request confirmation that they passed on the debt if you believe you owe nothing.

To be sure: You paid all the instalments for the phone you purchased?

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

yes I paid for the instalments. thank you, but this is what I’ve been asking 02 to do, and have formally written this to them -- so I now need confirmation from them that I do not owe anything. 

bs0
Rang
Benutzerebene 7
Abzeichen +7

How long ago did you write? You should also reply to the collection agency that you do not believe you owe anything as all instalments were paid and therefore reject the claim (Hauptforderung). The collection agency will then need to seek confirmation from o2 that that is the case.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

about 5 days ago and still no answer. Thanks for answering and helping with this. After some research it looks like this has happened a lot, with unsolicited third party collection agencies pretending to operate on behalf of O2. 
Luckily I have a friend who is experienced with this kind of issue, but O2 should do better at circulating this information and protecting its customers.

o2_Tobias

Hi @abto, 

 

thanks for your reply. 

 

If you have already sent a written request to o2 5 days ago, we will certainly reply to your letter.

 

Therefore, I would like to ask you for some days of patience until you receive a response. 

 

Thanks a lot. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
A
Rang

Hey Tobias, 

I never received a letter from O2. 

And I’m continuing to receive letters from this bogus company. I need a call back or someone from O2 to look into this immediately. 

Klaus_VoIP
Rang

You should reply to the debt collection agency. You have the right to receive a proof that the debt collection agency is authorised and they are legally obliged to send you a complete list of your claims with supporting documents. 
After that you can probably see whether the claim is justified or not. This way you have reacted correctly and can convince yourself of the legitimacy of the claim.

Meine persönlichen Meinungsäußerungen als Kunde sind NICHT gesponsert und stellen nur meine unverblümte Meinung dar! Dafür erfolgen alle Inhalte pro bono publico. ;-)
A
Rang

I have many times. This has gotten me nowhere. 

I need O2 to confirm whether or not I have an outstanding debt.  

A
Rang

I really need an answer asap from O2. I can’t even get through to you on the phone line which is unbelievably frustrating. 

Klaus_VoIP
Rang

don´t refresh the thread! Otherwise you must wait longer. Typical response time: 2-6 days.

Meine persönlichen Meinungsäußerungen als Kunde sind NICHT gesponsert und stellen nur meine unverblümte Meinung dar! Dafür erfolgen alle Inhalte pro bono publico. ;-)
o2_Manga

Hi @abto 

 

sorry to be late with an answer to this request. Yes, the debt of the collection agency is correct. You forgot to cancel the purchase contract of your mobile phone. You just finished the mobile service. The direct debit has failed since the bank account was obviously closed. At first we send a letter to your German adress and the letter did not came back. After we did not succeed twice we canceled the purchase contract and commisioned the collection agency. From the moment we canceled the contract your new contact person is the collector. So please get in touch with them to arrange the payment.

 

Greetings

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
A
Rang

Hi Thanks for your reply – why didn’t O2 send me an email? It would have been guaranteed to reach me that way. Now I have a huge fine which could have easily been handled back then. Is there any way to at least reduce this given the circumstances?

o2_Manga

@abto 

sorry, but we are unable to answer this question because this contract is not longer with o2. To ask for a payment in installment or a discount you will have to get in touch with the collection agency.

 

Greetz

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.

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