Dear Customer service,
I need to terminate my O2 contract. I had filled up the termination form and faxed and sent a postal mail across for the termination. the fax and postal mail also included my de-registration from Germany.
I had set the termination date for 02-Nov-2014, but I see that my phone is still active. I had even received a text message from O2 confirming that you received my termination request. The message said "Lieber Kunde von O2, Ihr Kündigungsschreiben ist bei uns eingegangen und wird schnellstmöglichst bearbeitet. Ihr Team von O2".
Can you please help me terminate the contract as soon as possible since I do not want to keep paying for this phone? I have already left Germany on 01-Nov-2014.
Regards,
Vishal
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Hi Veep,
Your cancellation is received by us on 31/10/2014 and is still being processed. Until then, please have a little patience. My colleagues will send you a cancellation confirmation via e-mail once it has been fully processed.
Regards
Christian
Your cancellation is received by us on 31/10/2014 and is still being processed. Until then, please have a little patience. My colleagues will send you a cancellation confirmation via e-mail once it has been fully processed.
Regards
Christian
Thanks for your response, Christian! Is there any reason why it is taking so long to terminate, considering you received my termination request letter (along with my Germany de-registration documents) 3 weeks ago? For my friend, it was canceled in 1 days time. I'm just concerned that I have to keep paying for this period when I am not using the phone.
Thanks,
Veep
Thanks,
Veep
I've messaged Dzenet about this, but I'll also post it here just in case, as it's urgent.
I requested my contract to end on November 28. I sent all the necessary documents (cancel request form, abmeldebestätigung, rent contract in another country) on 14.11.2014 via fax.
It's November 29 today, and I still have signal. I'm starting to worry that my request didn't get received, or processed, or accepted. I haven't got a message from O2 confirming they received the documents.
Will anybody please confirm that my request was received?
This is very important for me because I'll be traveling after leaving Germany. If O2 doesn't let me know how much I need to pay before I leave, it will be difficult for me to send money to them. I don't have a bank account in Europe.
I'll be in Germany for a few more weeks, and I want to pay the due amount before leaving. I don't want to be in a situation where O2 responds to my request after I leave and I fail to pay the amount in time because of the difficulty. I don't want to deal with a debt collector or anything. That will be horrifying.
Thank you for assisting me with my termination. I appreciate your help very much.
I requested my contract to end on November 28. I sent all the necessary documents (cancel request form, abmeldebestätigung, rent contract in another country) on 14.11.2014 via fax.
It's November 29 today, and I still have signal. I'm starting to worry that my request didn't get received, or processed, or accepted. I haven't got a message from O2 confirming they received the documents.
Will anybody please confirm that my request was received?
This is very important for me because I'll be traveling after leaving Germany. If O2 doesn't let me know how much I need to pay before I leave, it will be difficult for me to send money to them. I don't have a bank account in Europe.
I'll be in Germany for a few more weeks, and I want to pay the due amount before leaving. I don't want to be in a situation where O2 responds to my request after I leave and I fail to pay the amount in time because of the difficulty. I don't want to deal with a debt collector or anything. That will be horrifying.
Thank you for assisting me with my termination. I appreciate your help very much.
Hello currydigger,
your contract was cancelled yersterday.
Gruß,
Carina
your contract was cancelled yersterday.
Gruß,
Carina
Thank you Carina, for confirming it. Have a nice day!
Dear Sir/Madam,
I have sent all the necessary documents to cancel my contract with O2 in early September, however I still receive an invoice for the second month now. I went to an O2 shop in Bonn and they said the cancellation can be done instantly. I believe in the letter accompanying the necessary documents I asked for the contract to be cancelled on the 25th of September, which is the normal date O2 closes book on my invoice for the month. And the bill for September was already autodebited before Sparkasse automatically closed my account on the 15th of October as per request. I left Germany on the 25th of September and changed to another sim card as soon as I landed abroad. I have been very satisfied with the service O2 has given me for the past 4 years in Germany. That is also why I have been loyal with O2. I hope we can still have an amicable farewell. Thank you for your kind attention and cooperation. I look forward to your reply. Yours faithfully,CP
I have sent all the necessary documents to cancel my contract with O2 in early September, however I still receive an invoice for the second month now. I went to an O2 shop in Bonn and they said the cancellation can be done instantly. I believe in the letter accompanying the necessary documents I asked for the contract to be cancelled on the 25th of September, which is the normal date O2 closes book on my invoice for the month. And the bill for September was already autodebited before Sparkasse automatically closed my account on the 15th of October as per request. I left Germany on the 25th of September and changed to another sim card as soon as I landed abroad. I have been very satisfied with the service O2 has given me for the past 4 years in Germany. That is also why I have been loyal with O2. I hope we can still have an amicable farewell. Thank you for your kind attention and cooperation. I look forward to your reply. Yours faithfully,CP
Hello livingNZ,
i´m sorry, we have had a long handling time, therefor your contract was canceled a bit later on the 25th of October.
I made a credit note, so the last bill is now invalid.
Best regards,
Carina
i´m sorry, we have had a long handling time, therefor your contract was canceled a bit later on the 25th of October.
I made a credit note, so the last bill is now invalid.
Best regards,
Carina
Dear Carina,
Thank you for your prompt reply. And thank you for your help in credit noting my 25 Oct-24 Nov bill.
""...] the last bill is now invalid." --> But does this mean I still need to pay for the amount you billed me between 25 Sept-24 Oct? I have received two invoices from O2 since I left Germany.
Cheers,
livingNZ
Thank you for your prompt reply. And thank you for your help in credit noting my 25 Oct-24 Nov bill.
""...] the last bill is now invalid." --> But does this mean I still need to pay for the amount you billed me between 25 Sept-24 Oct? I have received two invoices from O2 since I left Germany.
Cheers,
livingNZ
Hi livingNZ,
no, you do not need to pay anything at all. Carina has credited the entire remaining sum.
Regards
Christian
no, you do not need to pay anything at all. Carina has credited the entire remaining sum.
Regards
Christian
Dear Carina and Christian,
Thank you for clearing the air and doing a fine job in customer service.
A toast all the way from Aotearoa!
Cheers,
livingNZ
Thank you for clearing the air and doing a fine job in customer service.
A toast all the way from Aotearoa!
Cheers,
livingNZ
Hello,
thanks a lot for your response.
Carina
thanks a lot for your response.
Carina
I have terminated my contract as of November 28, and I just received a Rechnung for the last month, which is good.
But I'm still waiting for the bill of 3-months basic fee, a requirement for terminating the contract early. Please send me the bill as soon as you can because I want to pay it at an O2 shop while I'm still in Germany.
It will be difficult for me to pay it after I leave, because I'll go traveling and I don't have a bank account in Europe. Thank you in advance.
But I'm still waiting for the bill of 3-months basic fee, a requirement for terminating the contract early. Please send me the bill as soon as you can because I want to pay it at an O2 shop while I'm still in Germany.
It will be difficult for me to pay it after I leave, because I'll go traveling and I don't have a bank account in Europe. Thank you in advance.
[Update]
I just went to an O2 shop to pay my last bill, but I couldn't because my number is already removed from the network. (This contradicts with what I heard from one of your staffs in a private message. I was told I could. But anyway..)
I guess I will have to pay into your bank account now anyway. Now I have a few questions about the O2 bank account.
1) What are the BIC and IBAN for the account I need to pay into? (I know I'm supposed to generate them from the Kontonummer and BLZ written in the Rechnung emails, but I'll appreciate to be told here both for the sake of peace of mind, and for precision.)
2) What's the name of the account holder? (This is not written in the emails. I made an attempt to pay my bill by bank transfer in the past and it failed, and I'm guessing it was because I didn't write the account holder name correctly. So please clarify.)
Thank you for your help in advance.
I just went to an O2 shop to pay my last bill, but I couldn't because my number is already removed from the network. (This contradicts with what I heard from one of your staffs in a private message. I was told I could. But anyway..)
I guess I will have to pay into your bank account now anyway. Now I have a few questions about the O2 bank account.
1) What are the BIC and IBAN for the account I need to pay into? (I know I'm supposed to generate them from the Kontonummer and BLZ written in the Rechnung emails, but I'll appreciate to be told here both for the sake of peace of mind, and for precision.)
2) What's the name of the account holder? (This is not written in the emails. I made an attempt to pay my bill by bank transfer in the past and it failed, and I'm guessing it was because I didn't write the account holder name correctly. So please clarify.)
Thank you for your help in advance.
Hello currydigger,
the termination ist completly done. The processor has forgotten to charge the 3-month basic fee.
Now the contract is terminated und so the calculation of the fee is not possible anymore.
Our bank data to pay your last bill:
account holder: Telefónica Germany GmbH & Co. OHG
IBAN: DE16 7002 0270 0005 7131 53
BIC: HYVEDEMMXXX
reason for payment: 6010958773
Regards,
Carina
the termination ist completly done. The processor has forgotten to charge the 3-month basic fee.
Now the contract is terminated und so the calculation of the fee is not possible anymore.
Our bank data to pay your last bill:
account holder: Telefónica Germany GmbH & Co. OHG
IBAN: DE16 7002 0270 0005 7131 53
BIC: HYVEDEMMXXX
reason for payment: 6010958773
Regards,
Carina
Hallo o2_Christian and o2_Carina,
I just want to inform you that for the past months since we were last in contact, I've been getting monthly Rechnung from o2 in the amount of 4 Euro each time. I've been ignoring them, but does this mean I will get an invoice from o2 forever?
Thank you for your kind attention and cooperation. I look forward to your reply.
Best regards,
livingNZ
I just want to inform you that for the past months since we were last in contact, I've been getting monthly Rechnung from o2 in the amount of 4 Euro each time. I've been ignoring them, but does this mean I will get an invoice from o2 forever?
Thank you for your kind attention and cooperation. I look forward to your reply.
Best regards,
livingNZ
Hi livingNZ,
you don`t have still a german bank account, do you? Maybe you know a person with a german bank account? Then we can transfer the 4,00 Euro at this account.
Regards,
Marc
you don`t have still a german bank account, do you? Maybe you know a person with a german bank account? Then we can transfer the 4,00 Euro at this account.
Regards,
Marc
Hi Marc
I no longer have a German account. I don't mind about the 4 Euro. I just need the monthly Rechnung to stop coming. If you could help me with that, that would be great.
Vielen vielen Dank.
Cheers
livingNZ
I no longer have a German account. I don't mind about the 4 Euro. I just need the monthly Rechnung to stop coming. If you could help me with that, that would be great.
Vielen vielen Dank.
Cheers
livingNZ
Hello livingNZ,
now you will not longer recieve the monthly Rechnung
Bitte gerne
Regards,
Carina
now you will not longer recieve the monthly Rechnung
Bitte gerne
Regards,
Carina
Hello,
I hope you are fine,
I want to ask if i could pay the remaining amount of my O2 phone contract if yes then how and how much?
Thanks in advance,
I hope you are fine,
I want to ask if i could pay the remaining amount of my O2 phone contract if yes then how and how much?
Thanks in advance,
Hi Carina and thanks in advance for your help
Last year I have sent two fax with the cancellation of 3 contracts from my account (the original end of the contracts will be next 15.09.16). The numbers are:
0176xxxxxx91
0176xxxxxx35
0176xxxxxx89
Today I was asking for doing an downgrade of my other account (0176xxxxxx71) and I realized that only one from the three mentioned above were cancelled. I couldn't believe it. I tried to call the hotline many times, also the chat, but of course it is not possible to communicate. As you can see in my account I am a very good O2 client, indeed I was paying the 3 lines for 6 months without any use and this is why I cancelled it. This is just unveliebable. But on top of that I went to see an agent, he said to me the best was to downgrade the line I wanted to keep, but then I realized that he was extending the contract for 2 years and that the price was almost the same, but loosing most of the advantages I had. I asked to keep it as I had it. However some minutes later I receive an SMS from O2 saying I had the extension o.o I went again to the local and he told me he had already send the papers and he couldnt went back, although I said to him I didn't want the change.
So, bottom line, this is unacceptable. Please help me to find a solution and avoid me to go to verbraucherschutz.de
My very best,
Mariano
PD: you can check the dates and the time, you will see the change was done an hour ago.
Edit o2_Jessica: Deleted the numbers. Protection of data privacy.
Last year I have sent two fax with the cancellation of 3 contracts from my account (the original end of the contracts will be next 15.09.16). The numbers are:
0176xxxxxx91
0176xxxxxx35
0176xxxxxx89
Today I was asking for doing an downgrade of my other account (0176xxxxxx71) and I realized that only one from the three mentioned above were cancelled. I couldn't believe it. I tried to call the hotline many times, also the chat, but of course it is not possible to communicate. As you can see in my account I am a very good O2 client, indeed I was paying the 3 lines for 6 months without any use and this is why I cancelled it. This is just unveliebable. But on top of that I went to see an agent, he said to me the best was to downgrade the line I wanted to keep, but then I realized that he was extending the contract for 2 years and that the price was almost the same, but loosing most of the advantages I had. I asked to keep it as I had it. However some minutes later I receive an SMS from O2 saying I had the extension o.o I went again to the local and he told me he had already send the papers and he couldnt went back, although I said to him I didn't want the change.
So, bottom line, this is unacceptable. Please help me to find a solution and avoid me to go to verbraucherschutz.de
My very best,
Mariano
PD: you can check the dates and the time, you will see the change was done an hour ago.
Edit o2_Jessica: Deleted the numbers. Protection of data privacy.
Hello marianoallo,
sorry for the late response.
We only have some people that can do the support in English and I have been on vacation, so now I am back and work again.
But I can tell you that everything is okay.
I have now changed the extension and took it back. So, tomorrow your tariff will be changed again to the one you had before, and the extension of your runtime (24 months) is also deleted.
But, please keep in mind that this number with the 71 at the end is not cancelled until now. So, there is an extension of 12 months until the 12th of September 2017 (if you cancel the contract 3 months before the end of the runtime).
Also two of your other contracts (number 91 at the end and 35 at the end) has an extended runtime until the 11th of September 2017, because the cancellation was too late (it has to be cancelled 3 months before the end).
But your other number (89 at the end) will be deactivated at the 15th of September 2016.
Kind regards,
Jessica
sorry for the late response.
We only have some people that can do the support in English and I have been on vacation, so now I am back and work again.
But I can tell you that everything is okay.
I have now changed the extension and took it back. So, tomorrow your tariff will be changed again to the one you had before, and the extension of your runtime (24 months) is also deleted.
But, please keep in mind that this number with the 71 at the end is not cancelled until now. So, there is an extension of 12 months until the 12th of September 2017 (if you cancel the contract 3 months before the end of the runtime).
Also two of your other contracts (number 91 at the end and 35 at the end) has an extended runtime until the 11th of September 2017, because the cancellation was too late (it has to be cancelled 3 months before the end).
But your other number (89 at the end) will be deactivated at the 15th of September 2016.
Kind regards,
Jessica
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