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Hello O2 Community,

I am writing to express my concern and seek clarification regarding my recent experience with a service change that I initiated at an O2 store.

I visited an O2 store to transfer my mobile service (portability) from Ortel to O2. The store representative assured me that the portability would be successfully completed and informed me about a specific tariff plan: 20 euros per month for unlimited usage over a 24-month period. Based on this information, I decided to proceed with the service transfer. At that time I made 2 contracts with different sim cards.

However, I recently checked my billing statements and noticed that I have been charged approximately 40 euros per month since the activation of my O2 SIM (for one sim contract charged). This is double the amount that was initially communicated to me by the store representative. Additionally, the portability process has not been completed, causing significant inconvenience as I had to change my mobile number across various services and contacts.

I would appreciate it if you could clarify the following points:

  1. Why am I being charged 40 euros per month instead of the agreed 20 euros per month?

  2. How can we rectify the issue of overbilling and ensure that I am charged the correct tariff moving forward?

Thank you for your attention to this matter. And please change the bill amount as soon as possible and give me rest of amount that you charged till today. 
Edit o2_Bianca 15.11.24 8:59Uhr: Moved from Mobilfunk Rechnung to English o2 Community mobile

Moin Moin,

bevor you sign the contract you get an email with the contract details.

Have you checked this email with the details you get by voice?

And 

20 euros per month for unlimited usage over a 24-month period. Based on this information, I decided to proceed with the service transfer. At that time I made 2 contracts with different sim cards.

20€ x 2 = 40€…

Good Afternoon,

Actually, when i signed a contract at that time, i didn’t receive any type of mail from O2, i said to the o2 store person that i did not receive any mail so they give me a print out of contract and in contract also mentioned about only 20 Euros. 
 As per your mentioned the amount is not like that. It is 40€ + 20€ = 60€ of billing amount form last 3 months. And i checked my contract right now as well, in the contract is also mentioned about 20€ instead of 40€. 

Hello ​@P-K,

welcome to our o2 Community 😀

Unfortunately, we cannot make any changes to contracts that were concluded on site in a shop.

You write that you received a written copy. If other conditions were agreed with you in writing, you would have to clarify this directly with the shop where you concluded the contract.

It seems that other conditions were sent to us.

Best regards

Giulia

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