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Unsolicited service downgrade


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.

Lösung von DartMike

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 .

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11 Antworten

o2_Michi
  • Moderator
  • 20028 Antworten
  • 18. Dezember 2021

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contract extensions made in a shop can’t be withdrawn because there is no right of withdrawal.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


  • Autor
  • Neuling
  • 10 Antworten
  • 18. Dezember 2021

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.


o2_Michi
  • Moderator
  • 20028 Antworten
  • 18. Dezember 2021

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


  • Autor
  • Neuling
  • 10 Antworten
  • 18. Dezember 2021

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

 

 


o2_Michi
  • Moderator
  • 20028 Antworten
  • 18. Dezember 2021

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

 


  • Autor
  • Neuling
  • 10 Antworten
  • 24. Dezember 2021

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


o2_Michi
  • Moderator
  • 20028 Antworten
  • 27. Dezember 2021

Hi @DartMike,

I hope you had a nice weekend. :relaxed:

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

 

Best regards,

Michi


  • Autor
  • Neuling
  • 10 Antworten
  • 27. Dezember 2021

Hello @o2_Michi ,

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


o2_Michi
  • Moderator
  • 20028 Antworten
  • 27. Dezember 2021

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


  • Autor
  • Neuling
  • 10 Antworten
  • Lösung
  • 30. Dezember 2021

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 .


o2_Michi
  • Moderator
  • 20028 Antworten
  • 3. Januar 2022

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