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I left Germany the end of November, returned their internet router, cancelled phone/internet plan in person and still getting reoccurring charges every month.

G
Rang

I lived in Germany from November 2019-November 2022 and move back to the states. I cancelled my o2 phone/internet plan in person at their store and returned their internet router as well. They are still charging me monthly fees for the plan. I called multiple times every month and keep being told the plan is/will be canceled and I will be refunded but it is now March 20, 2023 and I am still being charged. I am beyond angry and frustrated.

My bank will see if they can get charge back for the payments, but only 60 days out (January 2023) so I won’t get refunded for December. What the hell is going on? What am I suppose to do? 

o2 is not helping at all and keep lying to me. I want all my money back. 

Edit o2_Bianca: Moved from Mein o2,o2 Online & E-Mail to English o2 Community Broadband&Landline

4 Antworten

G
Rang

I called o2 customer service in January/February by phone and tell them that I moved away and terminated my contract. I received the response from the customer service rep for both calls in both months the contract is terminated and I won’t be charged. And I am still getting money pulled out my bank account.  

bs0
Rang
Benutzerebene 7
Abzeichen +7

When did your contract minimum term end? Or did you have a contract with no minimum term?

You can't terminate a contract in a shop, you can only have them submit a termination request for you. Did they give you a copy? Did you receive confirmation in text form that the contract had been terminated? The status should also be in every invoice.

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

The person at the store counter did the phone / internet cancellation for me since I am not German and leaving the following day. He submitted the form and the only thing I had to do was ship the internet router back to o2 via DHL down the street with the shipping label they provided. I never received any confirmation in text only via conversation at the store and other o2 representatives over the numerous phone calls.

o2_Sven

Hello @GT1092 ,

welcome to the o2 Community 💙.

We’d be happy to take a look at the contract and what’s going on with the cancellation. As your community account isn’t connected to the contract, we’ll need some infos from you first. To that end, you’ll be receiving a private message from us, you’ll find it within your inbox. Please let us know if you answered here.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr

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