Hello,

my monthly bill came this month with extra 97€ which is says “Schadensersatz für nicht zurückgesendete Leihgeräte - 23.03.2022”.

Now I have a new contract with O2, and I have already terminated my old contract after 24 months, but the router was sent to me 2 months before the end of my contract, and I’ve contacted customer service about it. 

Here is a screenshot that shows that I have the router until 02.02.2024

Now how come my contract ends on 19.02.2022 but the router is going to be until 02.02.2024?

So, here is the story: the router was supposed to be sent on 19.02.2020 but for some mysterious reasons you didn’t send it to me, and I quote your answers “for security reasons we can’t tell you why we will not send it to you! || there was a technical issue we can’t send it to you” 

Now after a lot of chat conversations finally on 15.12.2021 one of your coworkers acknowledged my rights in the router and then she sent it to me, but then you started to charge me for the router and on February 2022 I contacted the customer service AGAIN and she/he looked to my contract and confirmed that my old contract comes with a -5 euro for the router and gave me the discount of 5 euro and when I’ve received the email it says till 02.02.2024.

So now questions:

- Even though you sent me the router after 22 months “you have late 22 months” you didn’t even apologize for the late but now you want to make me pay 97 euro for nothing???

- I didn’t even get any letter/email that says that I must return the router or any letter/email with instructions how to return it!

- So can you please investigate this and remove these fees from my invoice, the invoice will be on 28.04.2022, so there is a chance that we can remove it before they withdraw it from my bank account.

- Please please please investigate my chat with customer services and see my old contract order and you will see the truth.

- Should I still return the device or not?

Thanks in advance,

Abdulkarim Alarmanazi