Why is there a second contract?

Hello @Umg ,
welcome in our community and thank you for sharing your request. 💙
I opened a new thread for your request because the other thread were 2 years old and had nothing to do with your post. 
If the title should be changed, please inform us. 

Can you discribe how do complained after you received the email with the new contract. Which customer support channel had you choosen to complain? 
Have you received any further answers in a written form? 

kindly regards
Michael 

Hallo @o2_Micha 

Thanks for your response. Initially i contacted o2 office in  Oldenburg where I signed the contract. They informed me that they have nothing to do with this because they have never provided me with SIM card. I called  o2 - Telefonica several times since September. Most of them promised that the SIM is cancelled because it was not provided and contract was made without my concern. New invoice for October again sent with amount 60 euro.

I  restarted calling again and again.

The agent who took my call on 30th .10 told me that the SIM contract is cancelled, that I'll be refunded and she requested me to write a letter to Telefonica main branch. I made a letter and sent it on 31th.10

Unfortunately I've continued to receive the same bills in other months up to now. 

I decide to contact the legal support in March which suggested me to call once for all and write here. The previous agent told me that he's going to help me cancel the contract since September and that i should be refunded the whole amount. He sent me the form via phone and he gave me the telephone number that o2 forced me. 

We filled the form together. Few days ago I received the letter from o2 that this contract is cancelled from September 2024. Disgusting situation which affect even my mental health and distorting my financial plans every month.

Who will pay for these two years? For what this amount is paid for? Who did o2 provide the SIM card? Who provided the permission? And who will pay a lawyer at the end?

Terrible!

Hello @Umg thanks for your answer. 
I will try to help you, but there are some questions left. 

You have written, that you never requested the mobile tarif plan. 
but on the second of september last year, you received an offer at your mailadress wich you although used in your community account. 
The mail contained an offer including a link wich led to a landingpage. On this landingpage were the offer accepted by clicking the “Annehmen” (Acceptance) Button. 
A few days later there was a request for porting a number from vodafone. This request was dismissed because of different spelling. 

Have anybody else access to your mail account, or is there another explanation which i am unable to see? I would be very grateful if you could explain this to me briefly. 

kindly regards
Michael

 

On 2nd September,

I remember various letters sent by o2. I clicked the link that directed me to Mein o2 app because i wanted to cancel the request and those contracts but i couldn't do so. I called Vodafone support team to ignore o2 request.

Here the screenshots of contracts received on 2.09 

o2_Giulia, 06.04.2023, 11:40: personal data deleted

@Umg ,

thank you very much for your answer. 
You actively accepted the offer on the landing page. A withdrawal of the order did not take place here. 
In your second screenshot, you have received an order confirmation of your order. The contract was therefore requested and implemented by you.
An error cannot be detected in this case, so we can´t finish the contract currently 

Best Regards
Michael

Hi Michael,

I don't agree with your conclusion. First of all I did not request that order.

Secondly the rule said that the contract/ order can be cancelled within some few weeks of the request. I also called o2 who confirmed that the contract was mistaken and is cancelled and she made refund request. On 29th. 10 she confirmed cancellation request and asked me to send them an official letter which I did.

Please double-check the cancellation request that have been made since September before confirming that I've to pay the SIM I never use or received.

Hi @Umg ,
thanks for your answer. 
You followed a link from an offer which was sent by E-Mail to you. Then you ordered the contract by clicking the accept button by yourself. You have 14 days to declare that you do not want to have this contract any longer. 
The first contact aber signing this contract was at octobre the 17th as you had a few questions regading an invoice. We received a hand written letter from you on the 8th of novembre. Unfortunately this was to late. 
At march the 18 you declared the cancelation by using the cancelation button on our website. Our departement for contracts allready confirmed the regular ending of the contract for the 24th of septembre 2024. 
Sorry but because of these facts the results will be still the same. 

kindly regards
Michael

It's unfair!

As I've doing every step by phone with your agents.

Where did you then send the SIM card?

I might rather tell you to be aware of information you share and how you clarify them with your customers. If you tell a customer on phone that you are going to send a form to fill, better clarify what's it's for and changes to expect after doing that.

We're customers and not o2 internal teams to know what will happen after being asked to click there or there.

While filling a cancellation form, I was on phone with your agent who told me that this current contract will be cancelled.

While clicking on those links you are insisting I clicked on, it was after an agent call I informed that I don't need a SIM card. Since I already told him on phone that I do not need it, why would he still trickily confuse me by sending other confirmation forms? 

Hi @Umg ,
i am sorry to read this, but as i mentioned in the posts above. It is obviously that you accept the contract via our landing page and you were informed about this contract, see your own screen from your post from 6th of april.
The next contact was several weeks later as the contract was allready running for 6-8 weeks. Your Sim Card was delivered by post office to your contract adress. 
If the card is missing we can send you a new one. 

best regards
Michael

 

Do you send those emails to accept new contract to everyone?

The SIM card wasn't literally provided.

Hi @Umg ,
the offer was a personal offer for you and was not sent to anybody else. If you still need a sim card, please tell me. 😊

kindly regards
Michael

Hi 

To repeat this, I didn't request you this offer. Why did you send me these links dear? If I needed it,  wouldn't I have requested it altogether with my home internet or call you to ask a SIM card? I'm mature to know if I need a 3rd SIM card or even make the tariffs of my choice.

I did not request you this SIM card offer. If I clicked on the links you decided to send me without requesting them, that's because during phone, the explanations given by your promotion agent in September  were definitely misleading. So he should be the one to bear with his mistakes.

In your judgement don't you understand the fact that I did not request this SIM card even though you sent the links which i understood after clicking because of misinformation from o2 side?

Well, why would I be claiming if i need this SIM?

I know that you have possibility to cancel this undesired contract but you don't want. What worse if you cancel this please?  

If you decide to send this SIM card  please change the tariff to 17,99 € monthly - 12GB

Thanks!

Hi @Umg ,
i can understand that you are sad with the decision. I can imagine how do feel because i lived a year abroad and made myself a lot of experience. 

Unfortunately it doesn´t matter why this offer was sent to you. The problem was and still is, that you accept this offer by yourself by following a link to a website, navigate to the accept button and confirm the offer. 
I am not able to see if there were a third person involved who direct you throw your mail and your landing page. I just can tell you that ordering a contract is in the response off who is placing the order. 
The second part is, that your reclaim came to late so our departement for cancelling contracst allready decided not allow to cancel this contract immeadetely. Please see here the letter you received. 

Sorry, but there is nothing what i can do against this decision. I would write something what looks better for all sides, but the facts are clear. 

As you have written, that you do not have received the card, i was just offering to send you a new one, so you are able to use this contract. 

kindly regards
Michael

Hi @Umg ,
i have been thinking about this because I want you to know that we value you very much as a customer and user. So I have been looking for a goodwill solution and I am happy to tell you that I have found one. 
I have sent this to you by private message via our o2_Support account. 
Hopefully this solution is ok for you. Please feel free to contact us at any time. 😍

BEST REGARDS
Michael

I'm not at all satisfied by your resolution framework. 

To avoid wasting money plus time, you may send the SIM card.

If you send me that SIM card please send the one with the tariff to 17,99 € monthly - 12GB

Thanks!

@Umg thanks for your respond. You do not want to cancel this contract any longer? 
The sim card i can send will be for the existing contract with the same existing conditions. 
Please confirm that you want to keep the contract and just need a card to use it. 🤗

best regards
Michael

Please ignore this previous message, I come to see your private message

Thank you for your help. I hope you will also cancel the very big invoice of 127,44 €

 I'm looking forward to the written consent that this contract is cancelled.

Thank you for your reasonable response 

" thanks for your respond. You do not want to cancel this contract any longer? 

The sim card i can send will be for the existing contract with the same existing conditions. 

Please confirm that you want to keep the contract and just need a card to use it. 🤗

best regards

Michael"

Please cancel the contract : I do confirm it's cancellation.

Hoping that you will ignore/cancel/delete the previous invoice.

I look forward to the updates in my o2 app and future billings

Best regards 

@Umg ok, thanks for your answer. 
I can deactivate the card to the next billing period, which is the named date in the private message. 
Furthermore, we cannot make any write-offs, I ask for your understanding, as write-offs have already taken place in the past on a goodwill basis. 

best regards
Michael

sure please deactivate that SIM. Funny that the SIM card was still active while not being used by a client:)

Furthermore I've never received your write-off in the past

I don't understand why I received this letter. That's why I asked you to provide write off or cancel that bill because it's beyond the expected and doesn't comply with my monthly bill of 30,99€ monthly.

you were literally blocked by my bank because of unusual charge you tried to charge

I appreciate your professionalism.

Hi @Umg i am glad that we found a common path. 
A sim card will be automatcally activated within 21 days, if the activation will not be canceled. Then it stays active until the user demands a change or the contract is terminated. 
The bill itself had the right amount. It seemed to be higher, because after your conversation with the custumer support you received a discount vor novembre and decembre. 

I know it seems to be confuse but its right. It seems to high but please have a look on the second page. There you can see it contains the payment for the last two month. Your last payment was redetucted unfortunately.
The deactivation of the contract will be as be written in two days. I hope we are fine now. 

@Ha Ku is there anything we con do for you? 
I read your comment and i am speechless. When you need any assistance, please describe what happened. 
With your registration for these post you had accept our guidelines, please follow them

best regards
Michael

 

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Hi Team,

How to rest assured that your contract is modified since you didn't even send any notification? 

This is what I can see in mein o2 if I'm right mentions only home internet : 

"Your contract

O 2 my Home L (2020) | +49(0)4xy

Active since 09/02/2022

Included data volume: unlimited"

I can't see my previous transactions anymore.

As you cancelled this contract, please cancel as well the previous big invoice of 127,44 euro because it's out of scope and I can't find that money. Invoice dates 17.02 to 18.03. 2023

Note that i did not ask for a refund of previous money but that may a compensation of all previous invoices since October that were paid without being used. 

I'm looking forward to the modifying Rechnung and I'll be happy to unblock as well o2 payments from bank of pay it from one of your office close to me. That will be 30.99 euro monthly 

(Now I'm afraid to click anywhere guys, I don't what can be a result:((() I better read by myself and translate  instead of accepting what your agents says on call.👌

Thanks a lot again for your understanding and support.

18.04.2023 07:26 o2_Katja: Festnetznummer anonymisiert

Hi @Umg ,
thanks for your answer. 
As i allready have written we are not cancelling the invoice. 
I´ve sent you a copy of the last invoices. Please have a look on the second page.
There you are finding the payment history. Unfortunately not all of the invoices were paid so because of the deduction from your bank the amount of the previous bill is still to be paid. 

kindly regards
Michael