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Wrong choice of tariff plan

G
Rang
Benutzerebene 1

Dear community members,

I purchased my 24-months tariff plan 4 hours ago and I am not happy about it.

I came to buy a Flexible tariff plan to the shop to get urgent internet access, knowing that on 1st of January I move to the US.

I was told that there is no Flexible SIM cards and I have to order them online and wait for 10 days. Also that I can cancel my contract due to moving outside of the EU (not mentioning 3 months fee - which is actually a fee). And that I can downgrade my tariff plan in 6 months.

I agreed on 2-year plan on these conditions, but when I came home and was able to translate the contract and the web site I understood that it was, nicely put, not exactly true.

Is it still possible to change to a flexible contract? I already spoke with customer service - they told me to write an official complaint, which I've prepared, but do not want to be involved into this since I just wanted to have internet for 6 months… I'll try my luck at the shop where I signed in 4 hours ago - but I doubt something will work out there.

Thanks you in advance, sorry for bothering, I am always reading the contracts carefully - but this time I had to fully rely on words …

UPD: sorry could you move it to Mobile? It is not about DSL. I was looking into flex DSL first, but could not wait 2 weeks for a technician, so took a mobile internet plan.

edited by Joe Doe: moved from English broadcast dsl to English mobile

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Lösung von o2_Tobias 6 July 2020, 20:58

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51 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@GDem The shop have lied to you. He can sell every time Flex contract, but get less provisions.
Hope an o2 Moderator will appear soon. Yes and shop complain (Händlerbeschwerde) is the right way.

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
G
Rang
Benutzerebene 1

@Joe Doe thank you a lot! I am really worrying about this - not because of money, but because I trust everyone in Germany, this is Germany, it is strict, but no one is lying to anyone.

bs0
Rang
Benutzerebene 7
Abzeichen +7

It is true that you can terminate the contract early if you permanently leave Germany. It is not stated in the contract because it is a gesture of good will by o2, so that part was not a lie. The shops simply don't like to sell Flex contracts because they get less commission.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
G
Rang
Benutzerebene 1

@bs0 as a gesture of good will you also pay 3 months contract price due to notice period when you leave Germany. that’s ok, it maybe hidden in a contract “legally”, but you don’t sell a person who ask you for a Flex contract a permanent one because, at first, “there is no flex contracts at all”, and when I said that there are and I’ve chosen one on the web site, “we don’t have them in our shop, you can order online and wait for 10 days”. “termination of contract due to leave” is an emergency measure with a fee, a manager should not sell it knowing that the leave is planned.

bs0
Rang
Benutzerebene 7
Abzeichen +7

I didn't say selling you a two year contract was the  correct thing to do, did I? I just pointed out the facts about early termination. What I don't get, however: If you knew you could get a flex contract and the shop you visited couldn't / did not want to sell you one, then why did you still sign a two year one anyway? How much is the monthly fee on your contract? The flex contracts are more expensive.

As already mentioned, you can send in a complaint about the shop.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
G
Rang
Benutzerebene 1

@bs0 I am sorry for my tone of messages, I am just nervous about this situation. I signed because I was told that the 24-months contract can be easily cancelled after half a year due to moving abroad (submitting a document here and sending a document from there) - it is a 1-month loss of tariff, but it is fine for me. No, it is not like this, it is cancelled for a 3-months fee. Also I was told that after 6 months I can change the tariff to any another one [from unlimited data], also to cheaper one, and I was thinking to keep a EU sim card for visits.

I have an unlimited data tariff and I was ready to pay more. I checked the web site and I chose this plan. I have not checked 24-months ones and relied on the manager words fully.

How can I send a complaint about the shop? 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@GDem Can you try to cancel the contract today in the shop?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
G
Rang
Benutzerebene 1

@Joe Doe going there now, let’s see. I don’t want to cancel it, actually, I want to have my Flexible tariff, I am fine with the offer, but let’s see if they can simply switch me to another tariff.

G
Rang
Benutzerebene 1

Dear community members,

thank you for your help. I went to the shop and asked to change the tariff and they did this. Judging by the amount of time I’ve spent explaining why I need a more expensive option, it could be a misunderstanding.

I was told that I will get a confirmation in several days, when the ticket will be finalized by the O2 customer support. I still have the same contract and no written confirmation that my tariff will be changed, but if I will see it in my O2 online, I would consider it solved.

Thank you again for your support!

G
Rang
Benutzerebene 1

UPD: no, they did not submit any ticket. I wrote to a customer support now and they checked and there were no ticket. “My manager” never answered to my email where I asked him how could it happen. So it was not a misunderstanding.

 

A customer support of O2 was able to change my tariff plan to Flexible. I hope that the shop will not get a commission for 24-months contract.

o2_Tobias

Hi @GDem,

 

thanks for your feedback.

 

But I think the issue is not yet clarified.

 

At the moment, I still see the 24-month-tariff plan for the tariff “o2 Free Unlimited Smart”. And I do not see any agreement from the shop to change that plan to a flexible one with a cancellation-period of one month.

 

Therefore, I have now sent a complaint to our department who cares for our shops. Hopefully they will find a solution for you.

 

Otherwise, you only have the possibility to cancel your contract when you move outside of Germany under the conditions described here: instructions for cancelling your contract because of moving abroad

 

I hope that we still will find an adequate solution for you.

 

Loving greetings,

Tobias

 

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
G
Rang
Benutzerebene 1

@o2_Tobias thank you a lot! Yes, I will have the option to pay this 3 months fee, but well, I'll have to start a legal action here. I have enough documents to prove that I was told things which are not in the contract, and as O2 customer support told me, it is illegal in Germany. So let's see how it will work out. 

o2_Tobias

Hi @GDem,

 

I understand that you are not satisfied with the information that you received at the shop. Therefore, I already sent a complaint to our shop department. Please let us wait and see if they can offer you a good solution.

 

If nothing works out, you still can write us a letter without including a lawyer.

 

Please let us see first of all if we can find a solution for you.

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
G
Rang
Benutzerebene 1

@o2_Tobias I am obviously not going to include O2 in this case, it was the manager who did this, not O2, so it won't have any effects on the company. Yes, let's wait a bit, but I surely don't feel my fault in this case. 3 months fee is not a big money, but I want fairness for this case. 

bs0
Rang
Benutzerebene 7
Abzeichen +7

Unless you have legal protection insurance and they are willing to cover your costs, I doubt it will be worth your while taking legal action. Even with insurance, the claim value is likely to be far less than the excess. But it is of course your choice what you want to do.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
G
Rang
Benutzerebene 1

@bs0 being honest I was paying for this insurance for 2 years and I never understood why, people were telling me that it is useful in Germany, I did not know what for. So, maybe, for this. 

G
Rang
Benutzerebene 1

What I don't understand now is that today I talked with o2 customer support in a live chat (I have screenshots) and a manager there told me that my tariff will be changed effectively tomorrow. Now I am really loosing the silver lining of the story. 

o2_Tobias

Hi @GDem,

 

thanks for this information.

 

Well, then let us see if your contract gets a change tomorrow.

 

I always think positively, especially if our customer service promised you something.

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
G
Rang
Benutzerebene 1

Hey @o2_Tobias i am more betting on "miscommunication" again, now with the customer service (I bet you can also see that chat session and I hear your scepticism about contract that magically change itself). I think it is just several other layers of something not really nice and I don't believe it will end up on a good note. Let's see. 

G
Rang
Benutzerebene 1

Dear community members,

thanks a lot for your assistance. My plan was changed effectively today. Thanks to the customer support service (I wish I could vote for the worker that was there but I got no invitation to evaluate her work).

Overall I am amazed that such things are possible in Germany. I am meaning “Free cancellation of 24-months contract due to moving abroad”. It is just amazing, but it won’t be possible in other countries - State Customer Service there would not allow that. Thank you for the lesson here, it is totally possible in Germany and it is just wow.

Denner
Rang
Benutzerebene 7
Abzeichen +4

@Joe Doe thank you a lot! I am really worrying about this - not because of money, but because I trust everyone in Germany, this is Germany, it is strict, but no one is lying to anyone.

People are all over the world not trustworthy at all.

 

42! 07.99
G
Rang
Benutzerebene 1

@Denner that’s a good lesson to me. I live in Germany for 2.5 years and this is the first time I faced anything like this. People in general are super nice here. Could be that I was lucky.

o2_Tobias

Hi @GDem,

 

thanks for your reply.

 

Well, your issue was only partly clarified. Yes, you are right. You possess now the tarif “o2 Free Unlimited Smart Flex”, but with a duration of 24 months.

 

I do not think that it is what you wanted.

 

I will come back to you as soon as I have a solution for you.

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
G
Rang
Benutzerebene 1

Hi @o2_Tobias ,

I did not know that it is possible! This is amazing! Flex tariff for 24 months - I can not be surprised more.

Thank you a lot for your help.

o2_Tobias

Hi @GDem,

 

yes, that is strange.

 

I will come back to you as soon as I have a solution for you.

 

Thanks a lot for your patience.

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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