@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.

@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.

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.

@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.

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.

@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? 

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

@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.

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!

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.

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

@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. 

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

@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. 

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.

@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. 

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. 

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

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. 

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.

People are all over the world not trustworthy at all.

@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.

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

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.

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