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I requested to cancel my contract, but I was still charged even though I haven't used the SIM card

M
Neuling

I’ve been trying for a month to cancel my O2 contract because the salesperson who spoke with me on the phone lied and gave me false information (in Arabic) since my German is not good. I tried to cancel it using the 14 days cancelation policy when I received the SIM card via post. 

 

As I don’t speak german, I managed to get a German friend of mine to call and request the cancelation of the contract, they said it’s possible. I only have to send a cancelation form via email to widerruf@cc.o2online.de, which I did.

 

I also received an email asking for authorization for payments for the new SIM card, I didn’t give any authorization. Yet, today they charged me still for the monthly payment of the new SIM card. I already have an old contract running with O2 and I think they used my bank information to charge the amount, but I don’t think this is legal given that I didn’t give consent and also why is the contract not canceled still? What’s taking them so long? And why was I charged today even though I didn’t use the card at all? 

 

I don’t even think the way this contract was made (via phone, in Arabic, with false information) is legal to be honest. It feels like a scam.

 

Please could someone inform me how to cancel my contract!

Lösung von o2_Sven

Hello @m.elbehairy ,

welcome to the o2 Community 💙.

I’ve taken a look at your data and the contract that was made in December has been cancelled and was deactivated on the 8th of January. You were also not charged in any form for this contract, you can check your last bill that covers the time from the early December til early January and only your currently used contract is being billed here. Unless there is a third contract somewhere else, everything looks to be in order here.

 

Kind regards, Sven

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6 Antworten

bs0
Profi
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  • bs0Profi
  • Profi
  • 41988 Antworten
  • 16. Januar 2023

If you sent the mail within 14 days then you don't need to do anything else. Did you receive confirmation of receipt?

In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
M
Neuling
  • m.elbehairy
  • Autor
  • Neuling
  • 1 Antwort
  • 16. Januar 2023
bs0 schrieb:

If you sent the mail within 14 days then you don't need to do anything else. Did you receive confirmation of receipt?

@bs0 No, I didn’t I was told I would get a confirmation but i didn’t. I contacted the customer support via chat and I was told that it was being handled at the moment by the specialized team and I should wait a few days. That was on the 5th of January. It’s the 16th today and I haven’t received a confirmation email. I didn’t get any update about the status of the contract. And most importantly, I was charged. It seems like they completely ignore my requests.

witti
Star
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  • wittiStar
  • 2396 Antworten
  • 17. Januar 2023

Hallo @m.elbehairy,

Did you make a contract included a smartphone?

If so you have had to return the Phone also. But this should happen in the 14 days of Widerrufsfrist.

I hope You did that.

LG Witti

 

Nicht jeder der über 1.80m ist, ist auch ein großer Mensch. Manchmal können kleine Menschen Riesen sein.
o2_Sven
  • o2_SvenModerator
  • Moderator
  • 15517 Antworten
  • Lösung
  • 17. Januar 2023

Hello @m.elbehairy ,

welcome to the o2 Community 💙.

I’ve taken a look at your data and the contract that was made in December has been cancelled and was deactivated on the 8th of January. You were also not charged in any form for this contract, you can check your last bill that covers the time from the early December til early January and only your currently used contract is being billed here. Unless there is a third contract somewhere else, everything looks to be in order here.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
witti
M
2 Personen gefällt das
  • witti
    witti
  • M
    m.elbehairy
T
Neuling
  • Tin Soe
  • Neuling
  • 2 Antworten
  • 30. April 2023

Hi, Im min. I having this problem for a long times, the problem bout I forgot my SIM card pin and my SIM card was locked and I went to o2 shop from my stat but they can’t do nothing. I was like, my contract is almost done then they will taking the bills. It wasn’t like that! My contract already end but still taking the Internet bills from me. That’s too bad and 02 already took over 200€. I don’t really know how to solve this problem please help me with it. 

Min Thu Kyaw

o2_Flo
  • o2_FloTeam
  • Team
  • 13177 Antworten
  • 8. Mai 2023

Hey @Tin Soe  
in order to help you, I need to confirm your identity. Please send your mobile number and your four-digit personal customer code to @o2_Support 

Greetings,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo

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