I am moving back to Australia next week (unless the virus traps me in Berlin) and have been trying to have my contracts cancelled.
I applied for cancellation online, which asked me to call. I had a friend call on my behalf (no matter how hard I try, there are never English speaking representatives which is fair) and the O2 staff recommended that I send a letter to head office in Hamburg for more information.
I sent off a letter asking what I need to do, and heard nothing back for several weeks. I contacted O2 again, but this time they told me I need to send my Abmeldung along with proof of residency in Australia, 2 separate times, to cancel both my DSL and mobile contract. Apparently the first rep just had no idea about any of this stuff.
The proof of residency is easy enough, but the Abmeldung, according the Service.berlin can only be at the earliest acquired 7 days prior to leaving the country. I had my Abmeldung meeting planned for 30.March, but now due to the coronavirus, all Bürgeramt in Berlin are shut. I’ve submitted my application by email but I’ve been informed that it will take a while.
I really want to be able to sort this before I leave Berlin, and so I organised for a call with an English speaking rep. They called back today and could only speak German. I planned for my landlord to be on standby and merge the calls so he could speak on my behalf, but it wouldn’t allow me to merge the calls with the arranged call.
The rep informed me, in German, that I could contact an English speaking rep by calling the hotline. I did so, and attempted to navigate the maze of German options myself but it was impossible for me. I’ve attempting to chat with someone now but no one will respond and I’m just stuck. This is my last resort here.
I understand that O2 is under a lot of pressure right now due to the virus, and I’ll appreciate any help I can get. Is there no other way to cancel my contract without the Abmeldung? I can provide a plethora of other proof (landlord confirmation, flight tickets, proof of residency, etc.)
I’m really struggling to stay patient with O2 customer service, please help. I fly out of Berlin on April 5.
Kind regards,
Josh
