Moin Moin,
if you lost the Samsung than it is you problem. O2 can’t help you.
If you have a 36 month contract than you have to pay 36 month.
IMEI blocking It's not usual in Germany.
@schluej He didn't lose it, it was stolen from him - that's a big difference.
@Uzma It's a shame that your smartphone has been stolen. But I think the moderation team will be able to help you. You have sent all the necessary information from the police to O₂, which is very good. However, it can take up to 14 days for the moderator to visit due to the high demand for help.
Best regards,
RhobarDerIII
@schluej He didn't lose it, it was stolen from him - that's a big difference.
Das mag ein Unterschied sein, am Ergebnis ändert es nichts, zumindest wenn hier nicht ein paar Infos dazu geliefert werden. Wenn es der Shop war und der TE das Telefon nie in der Hand hatte dann Strafanzeige stellen und bei O2 anzeigen. Dann liegt das in deren Bereich den Vertrag rückabzuwickeln. Wurde das Telefon im Shop, bei einer Beratung gestohlen dann ist das superärgerlich berührt die Abzahlung aber nicht.
Hello @Uzma,
welcome to our o2 Community 
I'm honestly sorry that your phone was stolen, that's really annoying.
Unfortunately, we cannot offer a compensation for the loss. Our employees had already informed you of this in writing last December.
It is advisable to take out cell phone insurance that also covers theft in the future.
I regret that we cannot fulfill your request.
Best regards
Giulia
Was hat ein "Zeeman" Store mit o2 Shop zu tun?
@RhobarDerIII Isn't lost a form of stolen? I also don't know what difference it makes for O2, as the customer lost his cell phone.
Und Zeeman store Krefeld ist ein Klamottenladen…
@schluej we got the info from @o2_Giulia that no compensation is planned for the loss of the Smartphone.
Beste regards,
RhobarDerIII
Lost or stolen makes no difference. If it wasn't insured then the customer has to cover the damage themselves. This should be self-evident but it appears that o2 has already advised the TE that this US the case. Why ask again two months later?
@bs0 I didn't even think about the fact that he doesn't have insurance. I thought everyone does that when they get a new smartphone, don't you?
Now he will just sit on the damage, which is a pity, but that's the way it is in this case.
Best regards,
RhobarDerIII
Our employees had already informed you of this in writing last December.
Unfortunately that is not the case. Nobody replied me in writing and they just ask me again and again to wait only. If someone is saying from O2 that i got reply in writing that is just a lie.
Edit o2_Cora 03.03.24: Vollzitate entfernt & gekürzt
Lost or stolen makes no difference. If it wasn't insured then the customer has to cover the damage themselves. This should be self-evident but it appears that o2 has already advised the TE that this US the case. Why ask again two months later?
Because nobody sent anything in writing.
@RhobarDerIII Isn't lost a form of stolen? I also don't know what difference it makes for O2, as the customer lost his cell phone.
Und Zeeman store Krefeld ist ein Klamottenladen…
I was doing shopping there and someone stole it from my Jacket pocket. And Zeeman has only one camera on cash counter , no other camera is working due to which couldn’t reach to the person who stole it.
Ärgerlich, aber nicht das Problem von o2.
Du hast mit dem Erwerb des Smartphones einen Ratenkaufvertrag abgeschlossen, den du erfüllen musst ... auch bei Verlust (egal, ob geklaut oder verloren) des Kaufgegenstandes.
Hello @Uzma,
the response to your letter was send out directly at the start of December last year to the address that we have of you here as a contact. I’m sorry to hear that it apparently never reached you. The content was much the same as what was already stated here. We won’t end the installment plan or reimburse you for the phone that was stolen from you, as this is something that is only covered by additional insurance.
Kind regards, Sven
Verstehe ich nie. Die ersten Einstellungen, nach Neukauf, sollten über Google oder zB Samsung selbst eingerichtet werden, dass man das Gerät sperren kann, dass es der Dieb nicht ausschalten kann und somit kann es die ganze Zeit, bis der Akku alle ist, zurück verfolgt werden. Im Zweifel kann man es zumindestens zurücksetzen oder solche Sachen.
Hallo @Libertas,
nicht jeder kennt die Funktion. Gut das du es hier noch einmal anbringst, so können andere User:innen davon profitieren.
Viele Grüße Bianca
@Libertas das Verfolgen oder Löschen des Samsung ist ein Service von Google / Samsung.
Dann musst Du dich auch an die Firmen wenden, das ist kein Service von O2.
Im Notfall kann man auch einfach die SIM entfernen. Es gibt da genügen Möglichkeiten
Da wäre dann Apple die bessere Wahl gewesen, die bekommen es (noch) besser hin.
Hallo @schluej ,
danke für die Tipps. 
Gruß, Solveig
