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mobile contract cancellation

E
Rang

Greetings, 

I have a problem with my mobile contract. My phone was stolen 2 years ago and I only can log in into this app now and ask you like this for help. I would like to just end my cotract because I don't use the phone since it was stolen and my credit card also so I cannot even know how much I have to pay in total. I've tried to call customer service they say that nobody really speaks German so I cannot talk to them and the lady on the phone didn't really care I've also contacted 02 by email and I've sent letters to Telefonica Germany to cancel my contract multiple times which they said they didn't recieve. Abmeldung and Kundingung.3 Times. I'm not currently in Germany. I would like to know what can I do to end this contract after all this time? Everything I try does not work. And how much I have to pay in total. 

 

Thank You. 

Kind regards.

icon

Lösung von o2_Jan 22 January 2020, 19:36

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14 Antworten

o2_Jan

Hi @ento19,

welcome to the o2 community!

Let’s start with some good news: You contract will definitely end in July 2020 at the end of your current 12-month contract period. So the bill you receive in August will be the final one.

If you want to end it even earlier due to moving abroad, you’ll need to send in your de-registration form which confirms that you left Germany and are no longer registered here as a citizen.

You can send it by post to:

Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg
Germany

Or by fax to: +49 1805 57 17 66

That way, you will be charged the 3 months basic fee in advance, but your contract will be terminated earlier.

So even if you decide to leave your contract alone, it will be automatically terminated in July at the very latest.

In case your German bank account is no longer active, please do keep an eye on your monthly bills and pay them by cheque so that the fees don’t add up unpaid.

Best regards,
Jan.

Das digitale Wohnzimmer - Unser o2 Community-Treffpunkt -> https://g.o2.de/community-treffpunkt
E
Rang

Thank You very much for your reply. I will like to end it earlier and I've sent my Abmeldung to impressum@cc.o2online.de but I haven't recevied any reply yet. Can You tell me how much I have left to pay if I I terminate it on an earlier date? IAnd on which bank account I can do it? Also I will send my Abmeldung by post and email one more time and I hope that will help to resolve this sonner. Thank You!

o2_Jan

Hi @ento19,

okay, so here I was, starting to write about how you should proceed because usually the mail address you sent it to is not provided for general customer service. :relaxed:

This is why we urge our customers to use letter or fax for sending these kinds of documents because we cannot ensure that your request can be processed by sending it to the e-mail address.
 

BUT: I just checked your customer data and your document has still arrived save and sound, this means nothing less than that your contract will be ended tomorrow, on 24th January 2020! :thumbsup:

I can see you have been informed about the termination already, please keep an eye on your Mein o2 account or the Mein o2 app in order to access your final bill. On that bill, you will find the further information on the amount to be paid and the bank details.

Best regards,
Jan.

Das digitale Wohnzimmer - Unser o2 Community-Treffpunkt -> https://g.o2.de/community-treffpunkt
E
Rang

Thank You! I will check to see when my final bill comes and then pay it! Thank You very very much!

Kind regards!!

E
Rang

Hi! Sorry for bothering you again but I just wanted to know when will my last bill come? Because I don't know how much I have to pay in totat yet. 

Thank You!!

Kind regards!!

E
Rang

Greetings,

I have a question about my bills because I received bill in the amount of 4.97€ and since my Konto is deactivated I will make the payment directly on Telefonica Germany IBAN that I've received from you. I can't change my bank details online.. My question for you is why is the current bill 4.97€ ? Please also let me know how much I have left to pay in total? Thank You!

o2_Jan

Hi @ento19,

the bill you received a few days ago (4.97 EUR) was the last regular bill which accounted for the few remaining days proportionately until the end of your contract.
You will receive another bill with the final outstanding payment some time this month, it’s the regular 3-months fee, so roughly 90 EUR.

And then you’re done. :relaxed:

Best regards,
Jan.

Das digitale Wohnzimmer - Unser o2 Community-Treffpunkt -> https://g.o2.de/community-treffpunkt
E
Rang

Hello,

I got a bill for 10euros that I have to pay. Can you send me the information for payment? The adress and IBAN and everything that I need to pay it online.. Thank You. Best regards!!

E
Rang

And I wanted to also ask you how many bills  will I receive until the end of my contract? I got three already. Thank you again!

Best regards.

o2_Alina
Benutzerebene 5

Hi @ento19 ,

this is not an invoice, but a credit of 10€.
I can pay it out to the bank account which we got here in our System, if you want :)

Best,

Alina

E
Rang

How do you mean credit? No, I have to go the the bank and try there because I dont use that bank account anymore. When will then my last bill come? Thank You, Best regards!!

E
Rang

I paid 10€ to the bank account today so im not sure if everythingg is okay also i really dont know what do you mean when you say credit but not invoice can you please let me know? Thank you! Best regards!

o2_Alina
Benutzerebene 5

​

Hi @ento19 

I have sent you a private message via @o2_Support Please check it :)

 

Best, Alina

o2_Alina
Benutzerebene 5

Hi @ento19 

thanks for your reply.

We'll pay back the money to your bankaccount. I just arranged it.:innocent:
This could take two or three weeks.

Best, Alina

 

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