Probleme mit o2 Kundenservice und Vertrag Verletzung

Hallo,

First of all, my deep apologizes for using English in this Forum, but I just moved to Germany from Spain and I would really like to solve some problems that I have been having since I booked DSL with O2.

 

Maybe there is someone who can help me by this forum, since O2 Kundenservice and O2 Shops are unable to do that, and, furthermore, they have been really unpolite to me each time I give them a call.

 

My main issue is that, I received a bill with the total amount of 180€ this month, due to international calls. I signed a contract with an extra option, that enables me to make call within the EU for extra 5€. But, they 'forgot' to add it into the system while creating my new contract, and obviously, they charged me that huge amount of money into my bill, instead of 30€, the estipulated amount.

 

I have been in a O2 Shop, sent them a fax containing a copy of my contract proving that we both signed that extra for EU Calls, they promised me I would receive feedback and my money back in a few days. But a week has gone, and no feedback. I have tried to call Kundenservice, and they have been so rude, unpolite to me, just saying I already have this option activated, but nothing about the money. I also repeated to them 'How is my claim about the money? Did you already do something?', and they suddenly interrupted the call hanging up the phone rudely.

 

I would like to ask, if there is any Customer Service in English, or anybody can help me here, since I am really angry and dissapointed about your treatment regarding customers. Not in the Shop, where they are polite and helpful, and they do what they can (Shop in Stadtgallerie Passau), but in the Kundenservice.

 

I would also like to set a claim about the customer service, and the rude guy who answered me the phone this morning.

 

Thank you very much in advance, I really appreciate your help.