Hello ​@o2_Lea ,

I have this issue now. Can you help me here ? Maybe it’s related to the contract that was cancelled ?

I have no idea what has happened and I want to clarify it otherwise , I would have to report it to the police sadly because it looks like identity thief to me.

Hello O2 community,

I have received an email today telling me that I have signed new contract with the package L mobile and it will be activated for me in couple of hours but I didn't.

I already have a mobile contract that I'm happy with.

i contacted O2 to understand the issue thinking that it'd just a mistake but I was surprisingly told that I have singed a contract this morning atv11:40 in an O2 shop that is located in Dusseldorf !!! I was really surprised because today I'm working and my work place and house are in Munich.

i need an immediate explanation of what has happened and also a cancellation of this correct because i clearly didn't go or sign anything !!!

the online costumer service gave me the number of the shop responsible which is this one: 

XXXXXXX

o2_Giulia, 18.11.2024, 14:48: phone number removed

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Hello ​@ChaimaElb,

I'm sorry if this has been a case of identity theft. Of course we'll help you. We'll be happy to look into the case and get back to you as soon as possible.

Would you like to let us know in advance whether you have received any other information apart from this email?

Please do not post any personal data here, we may request this from you via PM.

Best regards

Giulia

Hello ​@o2_Giulia ,

Thank you  for the reply.

i have received two emails from O2 telling me about the contract and some attached file for the terms and conditions and other information but nothing else.

i have tried tooo many time to reach out to the O2 shop to clarify the issue but sadly they didn’t asnwer at all.

i feel really scared of what is happening and I surely want to cancel everything that was done today using my name and if there is also a way to change my banking information that will be also great.

i will give it sometimes until you can figure out maybe what has happened and if it’s a scam person which I 100% confirm , than I will file a report at the police afterwards .

thank you.

Hey ​@ChaimaElb,

I can understand that you are confused, I would be too if I suddenly received an email with a contract that I have not signed.  However, everything is fine. 

I have passed it all on internally and it is now being processed. You will be notified. If you notice anything else, please contact me here again. 

Kind regards, Lea

Ok great . I will be also very interested to know the information of the person who signed the contract instead of me. If the investigation finishes, please share the details with me because that’s  really important so that this situation doesn’t happen again and the problem can be if needed forward richte police 

Hello ​@ChaimaElb,

I have some very good news for you. We were able to completely resolve the situation internally. You don't have to worry about this anymore and you won't receive any more emails that are not intended for you. The police do not need to be involved in this case. 

The only thing you have to do now is to delete the emails for the other contract that were not intended for you. There is nothing more for you to do. 

Thank you for your trust and patience. If you have any further questions, please let me know. 

Kind regards, Lea