Urgent: Cancellation of Handyvertrag, despite moving overseas, incomplete

Hello ​@felixanderson1,

welcome to our o2 Community 😀

I'm sorry there seems to have been a delay with your cancellation. Unfortunately, we don't have the ability to check the current processing status.

If your contract is still active (which seems likely given the increasing bills), some documents may be missing.

You can easily upload them again using the cancellation form: Ihr Kündigungswunsch | o2 by checking the "Außerordentlich" box.

Please note that we are not allowed to exchange personal data here in the public forum. I therefore had to edit your post.

Best regards

Giulia

Dear Giulia,

Thank you for your response. 

I have tried multiple times, on multiple devices, to send through the documents on the form - this never works. All I get is this response. 

Can you please direct me to another way to send in the documents? As I mentioned earlier, I have already done this, and O2 has seemingly ignored them, and is currently refusing to cancel my contract, despite the legitimate reason, supported by my evidence, which entitles me to do so. There were no missing documents in the letter that I originally sent to O2, and none in the multiple faxes through to the aforementioned address. 

Please can this problem be resolved as soon as possible, before I take further appropriate measures.

Also, this email is not connected with my customer account, as I cannot login with my regular O2 account, due to the fact that I am not using my O2 phone number.

Best wishes,

Felix

Hello ​@felixanderson1,

in our cancellation form, did you use for your documents either the data formats PDF, JPG, PNG or BMP and check whether the documents had a size of less than 3 MB each?

Best Regards,

Gerrit

Dear Gerrit,

Yes, I did. Absolutely none of them work. I tried all the files, and each was well and truly less than 3MB.

Best wishes,

Felix

Oh dear that is not a nice situation, ​@felixanderson1, the only try I can think of after this is using an incognito tab of one of the browsers that you have already tried.

Then you can try tha way via our fax number +49 1805 57 17 66 by searching for an app which lets you send a limited number of free fax and then sending this form - unless you already have it filled out - with your documents.

Best Regards,

Gerrit

I have now faxed through the documents to the number you have given me. It appears as sent, - and I know from experience that this Outlook fax function works, - but I would dearly love if some acknowledgement of the fax could be emailed to me, or posted within this forum. Whilst I appreciate the help that is being given to me, I simply cannot wait three weeks or so, to hear back from O2, as this issue should really have been solved three months ago, and its prolongation is bringing me great anxiety: due to my wish to return to Germany in the future, and the fact that I am a nineteen-year-old student, who must pay rent, food, and study costs, as well as working full time. 

Dear ​@o2_Gerrit ,

I have attempted to submit the form again, and it finally worked. However, it would only accept it using my old German address. Nevertheless, I received an email confirming the initiation of the process. Could you please inform me as to how it will take for the cancellation? Or the time frame within which I might hear back about the process of cancellation?

Thank you for your help continuing assistance,

Best wishes,

Felix