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So I bought this SIM card at the O2 shop (Fackelstraße, Kaiserslautern).

 

I asked for a prepaid sim card, the lady explained the available tariffs and suggested the “Mobile Unlimited Smart” and I accepted since it made the most sense out of all the available tariffs.

But I was thinking this is a prepaid sim card, the clerk didn’t tell me this is a 24 months contract!! (I don’t speak nor read German).

That contract costs 40$!! I took it thinking I can just downgrade or cancel at any time (I needed it just for one month because the internet in my current room is very bad).

 

I went back to the O2 shop and told them about the fact. They didn’t want to cancel it at first, I persisted on that they didn’t inform me that this is a 24 months contract and that I clearly asked for a prepaid SIM card. After some back and forth, they told me I have to mail O2 with a letter explaining my case, then O2 (the company) will send us (the shop) a request for deactivation and then I will happily cancel the contract for you.

 

I wanna ask two questions:

1- Is this even real, about the mail O2 and they will send us a message to deactivate your contract…

because what I see in here in the forum is that the shop can (and out of goodwill) cancel the contract without needing a permission from O2.

 

2- How do I send a mail/letter to O2. I am new in the country (came here just a week ago). Could someone link how that is done, what is the address, etc...

That's right, only the shop can find a *goodwill* regulation.

That's right, only the shop can find a *goodwill* regulation.

So it’s useless to do the letter thing? What should I do about this situation? Is there an entity I could report my case to?

Hello @O_Y,

welcome to our o2 Community 🙂

I had a quick look and found that actually 2 mobile plans were ordered in our shop in Kaiserslautern for you. Am I correct in assuming that you also did not want the second one but one single prepaid SIM card for a start?

In that case please answer back here that we can start resolving this internally to try to have the 24 months mobile plans cancelled for you as opposed to you writing an e-mail or a letter first.

As you already went back to the shop without success in this I am of the opinion that us requesting cancellations is the best next step.

Best Regards,

Gerrit

Hello @O_Y,

welcome to our o2 Community 🙂

I had a quick look and found that actually 2 mobile plans were ordered in our shop in Kaiserslautern for you. Am I correct in assuming that you also did not want the second one but one single prepaid SIM card for a start?

In that case please answer back here that we can start resolving this internally to try to have the 24 months mobile plans cancelled for you as opposed to you writing an e-mail or a letter first.

As you already went back to the shop without success in this I am of the opinion that us requesting cancellations is the best next step.

Best Regards,

Gerrit

Hey Gerrit,

 

Yeah I received 2 mobile SIMs. Apparently this was a limited offer at the time and I got the second one with no charge.

 

And yes I want a prepaid SIM card and only one is enough for me.

That is an unfortunate sequence of events.

We can request, can the colleagues of our dealer monitoring in case of further questions from their side reach you under one of the numbers, the one ending on -516 or via a different number?

Regards,

Gerrit

That is an unfortunate sequence of events.

We can request, can the colleagues of our dealer monitoring in case of further questions from their side reach you under one of the numbers, the one ending on -516 or via a different number?

Regards,

Gerrit

Yup, that’s the one I am using, the -516.

Thanks!

Thank you very much, @O_Y,

I have forwarded your complaint and requested the cancellation of both mobile Plans 🙂

You will hear from the colleagues as fast as possible if they call you back or via e-mail or letter.

Best Regards,

Gerrit

Thank you very much, @O_Y,

I have forwarded your complaint and requested the cancellation of both mobile Plans 🙂

You will hear from the colleagues as fast as possible if they call you back or via e-mail or letter.

Best Regards,

Gerrit

 

Any updates on this? I haven't been contacted by anyone yet!!

Then there is no news yet.

Hello @O_Y, as of now your complaint which I forwarded to the colleagues from our dealer monitoring is still in progress.

Best Regards,

Gerrit

I was contacted via e-mail by the shop and I was told that they did everything right (nothing right actually) and that they will not cancel the contract.

 

Thanks 👍

I am sorry to read that our try to have the order corrected in the doirection you wanted is not possible, @O_Y.

Best Regards,

Gerrit

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