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I received an offer from o2 via phone after my contract has finished . and was told that i can get some new offer if i go to my o2 agency. Fast forward i went to my agency. My agent misexplained for me the options and downgraded my contact from o2 unlimited max to unlimited smart . I told him i dont want that and that he should reverse it. He said he will do it.i just  woke up and receive a message saying i n using o2 unlimited smart not max. This is the worst treatment i receive especially that i pay maximum.
My question now how can i revert back to o2 unlimited max. Because the mistake made by o2 agency is costing me time and money.

Hello @DartMike:relaxed:

 

contract extensions made in a shop can’t be withdrawn because there is no right of withdrawal. In case of mistakes the shop can correct it, but it takes a few days. Did the shop employees already contact you to confirm to fix the tariff?

 

Best regards,

Michi

Hello @o2_Michi ,

 

Thank you for your answer. Actually the shop worker confirmed that it was reversed . But when asked how long it would take to get back my old offer he answered that he has no idea which sounded not ok for me. At least an approximation at least. To this time the issue is not fixed.

Hi @DartMike,

 

I guess it takes a few days, because the shop has to send all the paperworks to our backoffice where the issue will be checked. In your customer account there is no documentation about this, at least not yet. Theres still the Unlimited Smart tariff active and we (our social media team) can not fix it because this kind of fix need to be done by the shop itself. :disappointed: Maybe it takes a few more days, I’m not sure what my colleagues in the shop has sent to our backoffice.

 

Best regards,

Michi

Thank you very much @o2_Michi

I ll wait a few days to see if anything happens at allm then see what my other options are.

 

Cheers,

Achraf

 

 

You’re welcome Achraf :blush:

Ok, let’s wait a few days. We also can check updates in your account from time to time.

 

Have a nice weekend,

Michi

 

Ein Update, keine Antwort auf die schriftliche Beschwerde erhalten, also ich denke, das führt nirgendwo hin.

Hi @DartMike,

I hope you had a nice weekend. :relaxed:

Did you send the complaint to our Backoffice in Nürnberg (“Kundenbetreuung”)?

 

Best regards,

Michi

Hello @o2_Michi ,

Yes i actually sent a complain more than a week now, no answer yet :/

Hi @DartMike

hm, thats strange, I can’t see any complaints or documented enquiries regarding tariff changes. :disappointed:

Did you get a confirmation that you sent us a letter?

 

Best regards,

Michi

Hi @o2_Michi ,

 

i already got a receipt for the letter, dont know why it didnt make it. but i opted for a simpler solution i called o2 and they suggested to apply the old reduction i had, that means i still have to engage in two years. not the most convenient but still its better then keep pushing the situation forward.

 

Thanks for all .

Hello @DartMike,

thank you very much for your update and a Happy New Year. :blush:

Sorry how it turned out, but I’m glad my colleagues found a solution to reroll your old tariff.

 

Best regards,

Michi

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