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Hello Everyone! I am trying to terminate my O2 contract since last 15 days, this is the worst customer service one can expect now i do not know what can i do so i am writing the details here.

1. It is so difficult to connect with customer support team some time they put it on hold by saying that they transfer the call to concerned department and i continue to wait for 20-30 min then finally i have to disconnect the call.

2. I made the termination request online as i am no longer living in Germany, on 14/05/21 and as it is mentioned on the website that after online request i need to call customer support with 10 days so i called immediately the same day and they said that as you are living France you’ve to send the proof of your residence by post to  “Telefónica Nuremberg, Germany”. I asked him that is it possible to send the documents by email and he replied NO. so i sent the documents by post.

3. when my document reached the destination, i made another request for termination of the contract on 31/05/21 because i my first request was no longer active, and again called customer support team after struggling for an hour i got connect and support team confirmed that he is sending the confirmation email for termination right now and my contract will be terminated on 4th June.

4. As i didn’t get any email till today i tried again to call customer support team but as usual not possible to connect without spending hours of trying so i tried to chat online with support team now she tells me a new story again that she has no record for my termination of contract, i need to fill up this form (https://www.o2online.de/service/downloads/formulare/) for “contract-cancellation-moving-abroad” and send it with all the documents to “impressum@cc.o2online.de”. when i asked her that please send me the copy of this whole conversation by email of by sms she said we do not have process to send the conversation to customer. I kept the copy of whole conversation but this is right of the customer to get copy of the communication when such harassment is being continuously done by the service providers.5. Now when i try to send the form and other documents by email the message delivery fails i don’t know if email is wrong or what. it throw a message “Your message could not be delivered “

“Final-Recipient: rfc822; impressum@cc.o2online.de
Original-Recipient: rfc822;impressum@cc.o2online.de
Action: failed
Status: 5.3.4”

This is crazy, I no longer live in Germany so it’s simple, i want to terminate the contract and all procedure should be done online on customer area, why you need hard copy? why you just mention that customer needs to call on “040 - 51 900 66 42” within 10 days, when you know that your customer support service is poor? why can’t you mention the email address there to confirm and send the termination request? why can’t customer upload the required documents online to complete the termination process? all these question are clear indicator that O2 team wants the termination process highly complicated and tedious to harass the customer who is trying to terminate the contract. I am looking for recommendation of any convenient solution from this community to solve my issue as quickly as possible. Thanks!

What you are requesting is early termination for good will. You have no right to do this, so unfortunately you have to respect the requirements o2 has in place, however annyoing that may seem to you. There is no possibility to send these documents by email so you will have to send them by post.

The problem you have encountered seems to be because you have tried to terminate the contract normally (by phone) and extraordinarily art the same timem, which has almost certainly led to confusion.

please read the whole message, i already sent the request for termination by post too, and it’s your customer support who asked me to send by email even after i already sent everything by post. i am not doing anything on my own, i did all as it was asked by your support team. and what is early termination? i had the contract of 24 months, and i am requesting termination after 24 months.

M.K.  aplease follow the Link and fill up the Form "Moving abroad"

M.K. www.o2online.de/service/downloads/formulare/

 

M.K.  that is why please fill up the Form Moving abroad and send it via Email

M.K. impressum@cc.o2online.de

 

these are the message from your support team

 

Edit o2_Matze deleted employees name

see how contradictory message i am getting from each time i try to reach out O2 team, you said “There is no possibility to send these documents by email so you will have to send them by post.” and another support team member saying send it by email. i already tried all method, i sent it by post, i called and now i sent it by email so i do not know what should i do next?

It is not my customer service or my support team. You are communicating with other customers here. I read the whole message and you wrote that you are still trying to send documents as requested.

As already mentioned you are (unknowingly) trying to do two things at once. Ordinary termination after 24 months does not require any forms or documents. It looks like the people you have spoken to or chatted with are trying to help you terminate the contract early.

A moderator (o2 employee) can maybe have a look to see whether there is a record of the termination in your account. Someone will write to you here in the next few days.

Hi @utpal 

Welcome to our o2 community. I am sorry that you had such a bad experience trying to terminate your cellular contract and please let me say Je m'excuse.

I have checked your contract and can assure you that everything is fine. The documents you sent us by post will be scanned and sent to the correct cancellation department.

Our colleagues will take care of the business and you will get a response within 10 to 12 days.

If you have any questions, please do not hesitate to contact us.

Sincerely, Matze
 

 

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