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It all started two years ago when I signed a contract for myself and my partner with two phones. After a year that something in my monthly bill was weird, I decided to check all my expenses and it turned out that I was paying O2 50 euros more than what is written in our contracts. After months of phone calls and accusations from them that we signed for 3 phones. it turned out that they accidentally added another device to our contract that was proven from the store protocol where we signed our contract,  that we never requested, received or appeared in our contract. Following these months of fighting and to many headaches, of course, straight away we sent cancellation letters (per post and online) to both of our numbers and the extra number we received for a discount on the contracts. 
Not surprising at all, seven months after the letters were sent and I was called to be informed that my contract will be cancelled, the end of the contract came and only one number was cancelled.
Guess what? the other two numbers (one of which was never used) started a new one year contract with no possibility of cancellation. I'm already used to calling and accepting the blame from O2 because of course, all that matters is money and not checking where the mistake actually came from. 
So I called and transferred a million times from person to person call after call after call (already three weeks of talking)
The answer from O2 is that the envelope which I sent with three different cancellations papers somehow magically arrived with only one paper inside.
I was not surprised because this is the second time that their “mistake” on me to pay.
But I can’t understand how is it “legal” that details disappear and it is not their responsibility.
Moral of this story, never sign a contract with O2! 
 

Edit: Moved to English Mobile - o2_Kurt

Moral If the story: Don't try to resolve contract problems via telephone. If the issue cannot be resolved immediately because it is not simple or obvious, the correct way is to document and explain everything in detail and send in any claims by post. If you terminate more than one contract at the same time it is advisable to do so in one document so that the provider cannot lose other letters.

Dear @Yuval25 ,

 

welcome in our community. :snowman:

I can understand your displeasure very well. However, we actually only have one letter with a cancellation for one of your numbers. :confused:  Therefore, I cannot terminate the two contracts that are still running for you.
In the future, please make sure to include all phone numbers / customer numbers in one letter and note that all contracts are to be cancelled. :exclamation:
In the meantime, you have cancelled the two contracts that are still running.
On the last page of your bill you can see when the latest cancellation date is and when the cancellation was received by us. This way you can see whether all contracts have been cancelled as requested. In this way, you can check whether all contracts have been cancelled as requested and, if necessary, initiate a new cancellation.

 

 

Thanks to @bs0 for your tips on this topic.

 

Kind regards,

Andrea

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