Warum O2
Warenkorb
 Service
Gelöst

An unreasonable bill

H
Rang
To whom It May concern,

I register my contract of O2 DSL 50M and O2 sim free S (1GB) from the 18th of April 2019, but due to the activation of DSL internet, both sim card and DSL internet should activate from the 6th of May 2019. And the staff in O2 shop told me the bill should start from the activation date.
However, I really do not understand why you charge for the card before the activation of the bill, since I can not use it until 6th of May. Moreover, there is a combo offer in my contract paper, but I can't find the right price from the last email sent from o2!
Now, I'm looking for the answer to these two issues, please help.
Thanks.
icon

Lösung von o2_Andrea 15 May 2019, 10:56

Zur Antwort springen

6 Antworten

o2_Andrea
Benutzerebene 7
Dear @Huaiyuan_Tian ,

first of all, welcome to our forum. Nice that you have found the way to us. :-)

Wether you take a look at your bill, you'll see, that everything there is calculated only from May 7th 2019 (date of activation für DSL and mobile contract).
I think what happens is that the shop staff tried to set the begin of the period of performance by hand to the date of the activation. But this can vary for a day or two. So you now have a bill für just one day. The next period of performance will be 08.05.2019 - 07.06.2019.



Do you have any questions about using our community? Then take a look at Neu in der o2 Community? Die wichtigsten Funktionen und Hinweise auf einen Blick. There you will find all the information you need to use!

Kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
H
Rang
Dear Andrea,

Firstly, as what you mentioned, the time difference between the activation date and the sim card contract date is set by the shop staff. But I don't understand why I should pay for it?
Secondly, the items in the bill are not clear for me, both I and the shop staff never mentioned the item of Entertainment-Pack (1 month) which I also couldn't find from my paper contract.
Finally, I should have a combo offer of DSL internet and sim card, which makes the price of sim card half. And it should be 9.99 euro per month instead of 14.99 euro per month!
Could you please give me better explainations on all of problems?
Thanks.
o2_Andrea
Benutzerebene 7
Dear @Huaiyuan_Tian ,

the mobile contract is a new contract. For a new contract you always have to pay a connection fee of 39,99 Euro. The shop employee knows that and should have told you about. (blue marks)
The entertainment pack is a free gift, you don't have to pay for (see red marks). It is automatically canceled after one month.
The combination advantage is always checked again, so it will be booked a few days later, if you are eligible. The 50% combination advantage consists of two parts: the standard 5 Euro combination advantage and a second part the balace to 50% of the mobile contract price. The second part is already booked (green marks), but the first part is still missing. That is maybe a result of an error in your data, because the DSL contract is not visible there (active).
I opened a ticket for our technicians because of that problem.
When the first 5 euros of the combination advantage are booked, I can create a credit balance for the total missing sum. Please contact us here, wether the combination advantage appears correctly in the next invoice.



Kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
H
Rang
Dear Andrea @o2_Andrea ,

I'm Huaiyuan, and I don't why I can't sign in the o2 community with the same account of Mein o2 but it is not a big deal.
The important point is that this problem is not resolved yet, I don't who marked it as being solved? But actually it becomes worse: this month, I received two bills for my currant DSL and mobile contracts, one is 15.89 euro with descriptions of charged items and the other one is 11.02 euro without any description but just sent in an email. I can't find it from Mein o2 but it is charged this week. Could you please explain how it comes from? And why is the half price offer still not there?
Thank you and hope o2 treat customer fairly and honestly.

Best regards,
Huaiyuan
o2_Andrea
Benutzerebene 7
Dear @huaiyuan ,

I can see the bill with the amount of 15,89. It is the one for DSL and your mobile contract. I don't see a bill with 11,05 Euro.
Please take a look on your bank account is it charged by Telefonica? Can you give me the customer id from the debiting of 11,02 Euro by private message?
I'll write a private message from o2_Support to you.

Kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
o2_Andrea
Benutzerebene 7
Dear @huaiyuan ,

I found the second bill. It is from your DSL Account from the period May 9th to May24th.
The other one on wich you find DSL and mobile is for the mobile contract fom May 7th to June 6th and for DSL from May 25th to June 7th.

Before May 25th these two contract had both their own customer id (and so separated bills). To receive a "combination advantage", both contracts need to have just one customer id. So there was a merging for these two accounts.
Because the old customer id of your DSL contract is now empty, you can't see the bill. I can send it to you by post, if you wish, so you can take a look on it.

Please ignore my private message.

Kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica