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Cancellation Problem

N
Neuling

I tried to cancel one of my phone numbers. I have two for some reason. (Probably scammed when I signed up, as I don’t speak much German I couldn’t understand all information). But I called the English support and the agent provided with an email to cancel my contract. I have received a letter from o2 stating I did not notify them in advance. I notified them one month in advance, as an employee in the store said I cannot terminate my contract unless its 3 months until renewal and I have tried cancelling my contract well in a year advance, and was told its not possible.

I also renewed my other contract with the purchase of an Iphone 13. they said it would take three weeks. This took place also over the phone on September 22 2021. Its now November 1st and I contacted o2 to see where my phone was. I had learned that it was never ordered, nor my other contract is cancelled. I feel that this situation is unfair. If anyone can help me sort out my cancellation that would be great. I have the personal offer email which i accepted and evidence of my cancellation.

Lösung von o2_Tobias

Hi @Nensa, 

thanks for explaining the issue. 

I regret that obviously there was a misunderstanding concerning the cancellation-period. In order to cancel your contract to the end of the 24-month-period, we need a cancellation at the latest 3 months in advance, just as o2_Manga explained it already. 

Therefore, as we did not receive any cancellation-notice until 24th July 2021, your contract was prolonged automatically for further 12 months. We will end the contract on 25th October 2022. 

Please note that you signed our terms and conditions where you find also the terms for cancelling your contract under the heading “Vertragslaufzeit / Kündigung” (point nr. 8). 

So, even if you were informed wrongly, you agreed to these terms with your signature. 

The same is true about your 2nd contract. With your signature in one of our shops you agreed to this contract. Of course, if you need a sim-card for this contract, I will be happy to provide you with a sim-card. 

You find more information about your cancellation-possibilities in this article:  

Of course, you have the possibility to write a cancellation-letter and ask for an earlier cancellation. Our cancellation-department will then check the issue for you again and will send our decision to you. Here in our English Community, we do not decide for early cancellations. 

 

Loving greetings,

Tobias

 

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6 Antworten

o2_Manga
  • o2_MangaModeratorin
  • 11369 Antworten
  • 2. November 2021

Hi @Nensa 

welcome back. :slight_smile:

Sorry, but I think I didn’t get you completely.Your contract has a 24 month period and it has to be cancelled up to three month in advance at the latest. How did you proceed the cancellation? Did you send a letter or set a prenote online in this contract you decided to terminate?

Greetings

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
N
Neuling
  • Nensa
  • Autor
  • Neuling
  • 9 Antworten
  • 3. November 2021

I contacted o2 on the phone. The agent told me to make a prenote and then provided with an email to send the cancellation details to.

N
Neuling
  • Nensa
  • Autor
  • Neuling
  • 9 Antworten
  • 3. November 2021

I would like to point out that i read that this customer received an extraordinary notice of cancellation

in this post.

I also renewed my other number with the promise of a new phone, but this order was never put through.

I think I have been treated unfairly and we can agree just to cancel the number that I don’t even have access to. I never signed a new contract to renew until 2022, if so don’t I have the right to withdraw within 14 days of a new contract.

o2_Tobias
  • o2_TobiasModerator
  • 11690 Antworten
  • Lösung
  • 4. November 2021

Hi @Nensa, 

thanks for explaining the issue. 

I regret that obviously there was a misunderstanding concerning the cancellation-period. In order to cancel your contract to the end of the 24-month-period, we need a cancellation at the latest 3 months in advance, just as o2_Manga explained it already. 

Therefore, as we did not receive any cancellation-notice until 24th July 2021, your contract was prolonged automatically for further 12 months. We will end the contract on 25th October 2022. 

Please note that you signed our terms and conditions where you find also the terms for cancelling your contract under the heading “Vertragslaufzeit / Kündigung” (point nr. 8). 

So, even if you were informed wrongly, you agreed to these terms with your signature. 

The same is true about your 2nd contract. With your signature in one of our shops you agreed to this contract. Of course, if you need a sim-card for this contract, I will be happy to provide you with a sim-card. 

You find more information about your cancellation-possibilities in this article:  

Of course, you have the possibility to write a cancellation-letter and ask for an earlier cancellation. Our cancellation-department will then check the issue for you again and will send our decision to you. Here in our English Community, we do not decide for early cancellations. 

 

Loving greetings,

Tobias

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
Castiel
Einer Person gefällt das
  • Castiel
    Castiel
N
Neuling
  • Nensa
  • Autor
  • Neuling
  • 9 Antworten
  • 7. Dezember 2021

Hi,

 Thank you for your response. I Contacted the Universalschlichtungsstelle des Bundes to resolve this matter and O2 have now cancelled my contract.

N
Einer Person gefällt das
  • N
    Nensa
o2_Kurt
  • o2_KurtModerator
  • Moderator
  • 18564 Antworten
  • 9. Dezember 2021

Hi @Nensa ,

 

thanks a lot for feedback. I’m glad to hear that it did work out for you, in the end. :hugging:

Best regards,
Kurt

Signatur :)
Castiel
Einer Person gefällt das
  • Castiel
    Castiel

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