Wrong advice in O2 Shop – Request for contract review or cancellation

Hello O2 team,

I need your support regarding wrong advice/misleading information I received in an O2 Shop.

What happened:

• On 13.11.2024, I visited an O2 Shop.

• I wanted to get an offer for a Google Pixel 10 Pro + Watch 4.

• The employee told me that in order to get this offer, she needed to cancel my existing contract (“Mobile Unlimited on Demand Flex”).

• She then created a new tariff for me (Mobile M Online) and told me that it would cost €14.99 per month because of a discount. I agreed based on this price.

• I have now learned that the real price is €29.99 per month, and the discount she applied is a Kombi-Vorteil, which only works if I have two active contracts.

• However, the employee cancelled my old contract herself, which means the Kombi-Vorteil will be removed and the price becomes €29.99/month.

• Later, the phone order was also rejected, so now I am left with a contract that I never would have agreed to at the full price.

Important timeline:

• I only found out about this 2 days ago when checking my contract details.

• I went back to the shop yesterday, but they said they cannot undo anything.

• I also contacted the O2 hotline yesterday, and they said the same—that they cannot cancel the contract.

Problem:
I agreed to this tariff only because the shop employee told me it costs €14.99 per month.
Her explanation was incorrect, and the cancellation of my old contract (which she did herself) made the discount invalid.
This is a clear case of wrong advice (mis-selling).

My request:
I kindly ask for a review by the responsible department/back office and for cancellation or correction of this contract, as it was created based on incorrect information.

I can provide any additional details if needed.

Thank you very much for your help!