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Changed my contract, but the amount debited from my account is wrong

R
Rang

Hi,

I went to an O2 store in September 2020 to buy a new Iphone for my wife. My only goal during this visit was to get the a new mobile phone for her. While I was there, the sales-agent started trying to convince me that I should change my plan, because I could get a much better internet package and pay the same amount as I was paying before (monthly I was paying around 45 EUR). The sales-agent took notes of everything he was offering us, and also signed this paper (yes, I have this paper as a proof with me).

Besides my o2 plan and the one for my wife, he also told me that we would get another SIM card for free, that could be potentially used by our family or friends when visiting us. I stated to the sales-agent many times that I was not interested, but I ended up accepting the new SIM card, since it was for free, right?

Well, the “final amount” stated in his notes was 86,48 EUR per month (already considering the O2 plans + Iphone installments), but for my surprise I am being charged 110,08 EUR per month since then.

Unfortunately I stayed a long period abroad (due to family issues), and when I tried to complain about this situation it was clearly stated in O2`s website and app that I had to complain directly in the store where I did my contract. And since I came back to Munich, due to the Lockdown restriction, the stores are closed. So that is the reason why I am posting this complain here and trying to solve this issue.

O2 team, can you please review my contract and  reimburse me for all the additional amount that I was charged, and adjust the monthly payment to the one that was agreed (86,48 EUR)?

I also would like to already cancel the additional SIM card that was offered to us, I don’t want to take the risk of being charged for something that I don’t need at all.

Thank you for your support,

Rafael

 

ps: I can post the notes from the sales-agent or send via e-mail if needed. 

icon

Lösung von o2_Tobias 2 March 2021, 20:22

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9 Antworten

bs0
Rang
Benutzerebene 7
Abzeichen +7

Handwritten notes from a sales agent have no relevance to the contract. What does it say in the contract you signed? Is the amount in the contract what you are paying? If this was in September 2020 you should have contacted the shop immediately as soon as you noticed there was a discrepancy. 4 months later is a bit late!

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

It is a signed document from the sales agent, also with a stamp. So I am pretty sure it has relevance.

In the contract there is no value, only the name of the plan.

I didn’t complain before because I had much bigger problems in my life (my mother discovered cancer and I had to help my family) so I wasn’t in Munich to complain (and when I was trying to complain it was stated that I needed to go to the store where I changed the plan).

bs0
Rang
Benutzerebene 7
Abzeichen +7

It is a signed document from the sales agent, also with a stamp. So I am pretty sure it has relevance.

Relevance, yes, but if the employee did not set the contract up this way, then only the shop can change it as it is not part of the contract.

In the contract there is no value stated, only the plan that was contracted.

That is unusual and to be honest rather suspicious.

I didn’t complain before because I had much bigger problems in my life (my mother discovered cancer and I had to help my family) so I wasn’t in Munich to complain (and when I was trying to complain it was stated that I needed to go to the store where I bought it).

Sorry to hear that, that is clearly not an easy situation. The problem is that the information you were given is correct - only the shop can rectify this as it looks like they promised you something they did not actually set up and / or should possibly not have promised you. As the shops are closed at the moment, the best thing you can do now is to send a letter (recorded delivery) to o2 in which you challenge the contract, explain the situation in detail and ask them to clarify it with the shop on your behalf. In the meantime I am sure a moderator here will take a look at your account to see if there is anything that can be done directly. This may take up to a week though.

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

Hi @bs0,

Thank you for your help and advises. I will follow them. I hope I will also receive some guidance and instructions from the o2 team in the next days, so that it can be fixed asap.

o2_Tobias

Hi @rafaelb, 

 

welcome to our English Community. 

 

I regret that you are not happy with the contracts you signed in one of our shops. 

 

Nice that @bs0 was already of great help to you. :ok_hand:  

 

As I see, you extended your 2 existing contracts for further 24 months together with one IPHONE 11 128GB in white. 

 

Additionally, the salesman in the shop gave you another sim-card with a 24-months-plan for 9,99 € in the tariff “o2 Free S Kombi” with 3 GB data-volume. 

 

As contracts in a shop do not have a 14-days withdrawal-period, you only have the chance to cancel this contract after the 24-months-period. Please use this cancellation-form: Cancellation-form for mobile phone-contracts

 

But, additionally, I have also sent your complaint to our Shop-department. I hope that this department is still able to find a solution for you. 

 

Even if I do not see much chance for a good solution for you, I hope the best for you. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
R
Rang

Hi @o2_Tobias ,

thank you for your feedback and for checking my situation. I really appreciate that.

However, I would like to stress it a bit more, since I really want to find a proper solution - and keep paying 23,60 EUR additionally to my plan for 24 months is definitely not one.

I am not sure whether this was crystal clear in my initial message, but the contract extension plans the salesman offered to us are completely not matching with what is being billed monthly.

Look at that - I removed the name of the salesman and his signature to not expose him:

The offer is simple:

  1. Upgrade my current plan to the Free L Boost, with 50% discount (instead of 44,99 EUR I should pay 22,50 EUR)
  2. Upgrade my wife’s plan to the Free M Boost, with small discount (instead of 29,99 EUR she should pay 26,98 EUR). Additionaly, since we have 2 accounts, the salesman gave us an additional Free S Kombi plan FOR FREE, that was included as part of the 26,98 EUR as you can see in the picture.
  3. And lastly, the Iphone 11 (128 Gb) installments that adds 37 EUR monthly to our billing.

To summarize:

  1. Free L Boost: 22,50 EUR
  2. Free M Boost: 26,98 EUR (Free S Kombi included)
  3. Iphone 11: 37,00 EUR
  • TOTAL: 86,48 EUR

Now see below my bill for January/2021 (the same applies for all bills since September/2020):

January 2021 Bill 
Iphone Installments

As you can see, the plans and their prices are completely not matching with the ones we contracted:

  1. Free L Boost: We should be paying 22,50 EUR. You are charging: 44,99 EUR (full price without the 50%)
  2. Free M Boost (including one additional Free S Kombi): We should be paying 26,98 EUR. You are charging (24,99 -  5,00) + (19,99 - 10) = 29,98 EUR
  3. The Iphone installments are all correct: 37 EUR per month.
  4. TOTAL: We should be paying 86,48 EUR. You are charging:  73,08 + 37 = 110,08 EUR

I don’t know whether it was just a mistake when including the information in the system (which I would completely understand), or if it was done in bad faith, but I really won’t accept paying every month extra 23,60 EUR for nothing. I need my plans to be fixed, and the overpaid amounts to be reimbursed. 

When should I expect these 2 actions to be done (fix contracted plans + reimbursement)?

Unfortunately, if these 2 actions are not completed until end of this month (28/Feb/2021), I will have to check the legal ways on how we can proceed with that. I am sorry, but I am extremely disappointed with O2 and I hope you can change my mind.

@o2_Tobias , can you please also make sure to add all these information to the complaint you opened to your Shop-department?

Thank you for your support, 

Rafael

 

(Customer name removed from photo, o2 Michi)

o2_Manga

Hi @rafaelb 

 

thank you for the submitted document, we forwarded it to the complaint you already requested. 

My colleagues will get in touch with you.


Greetings

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
R
Rang

Hi @o2_Manga ,

thank you, I really appreciate your support here.

I received a letter from O2 last Friday (19.02) cancelling the extra SIM-Card, but this is not at all solving my problems. To summarize, what I need is:  

  1. Refund all the overpaid amounts since September/2020 -> all details are available in my previous letter sent by post -> Total 143,49 EUR
  2. Fix the contract and my future bills to reflect your signed offer (monthly bill 49,48 EUR) starting from the next bill

I also re-sent these details via post today, and I hope to hear and get a solution very soon from you. I also asked in the letter that you can contact me via e-mail or phone, so we can speed up the process.

Thanks again for your support and understanding.

Best regards,

Rafael Braga

o2_Tobias

Hi @rafaelb, 

 

thanks for your reply. 

 

Our department is already handling your request again. 

 

So far, I can see that your contract “o2 Free S Kombi” was deactivated and that you received a 50%-discount for 24 months on your contract with the tariff “o2 Free L Boost”. 

 

This means that you have at the moment a basic fee of 79,48 € including your iPhone 11 for the next 24 months (instead of 86,48 €). 

 

I think, this is already a very good solution for you. 

 

Please have a little more patience as your issue has not yet finished to be solved. You will certainly receive another letter in the next days. 

 

Loving greetings,

Tobias

 

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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