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I was overcharged on my bills for a couple months and noticed so I tried to ask why. They told me I was supposed to request "detailed" bill listings, which was unbeknownst to me. I gritted my teeth, but went along with it anyway and started to close my contract (which took longer than it should have because you need a letter written to them a month ahead of time and then after they get the letter, they wait a month to shut it off). Any way, on my next bill before shutting it off, I was overcharged AGAIN. This time I had a detailed bill listing and I realized they were charging me for all my texts (although my plan was supposed to include free texting, so it was a mistake on their part). Relieved that I found the problem, I thought they would compensate me. Nope. Because I didn't have detailed bill listings in the past (and apparently they don't track this ### ANYWHERE) they said they unfortunately still have to charge me. I've been fighting it and even the legal help I got was less than helpful.
Just a warning to everyone, it isn't just this company. It's the entire country. They over charge on everything and try to make a penny anywhere they can. I know so many people who have issues with german companies. I also had troubles regarding my internet. They don't understand customer service, or common sense. If you're thinking of moving here, please think again. It's going to be the worst decision you ever make. And definitely, do not go with O2. Refuse to use their service. They will find a way to rape you financially. They hate Americans especially.
The complaint has been investigated and resolved to the customer’s satisfaction.
EXTORTION: DO NOT CONTRACT WITH THEM UNDER ANY CIRCUMSTANCES
Simply thieves, a class action is needed here. They have taken money from my account for months, including a much higher and unjustified amount one month (60 EUR instead of 15EUR) and NEVER PROVIDED A SINGLE SECOND OF SERVICE. It is not unacceptable, it is called EXTORTION.
Summary of events:
- I go to an O2 shop and sign a document, which is supposed to lead to a service being provided.
- 4 weeks after (instead of a week), a box arrives. It is impossible to set it up as a PIN code is required which has NEVER been provided to me.
- I pay my due to O2.
- I call customer service several times, they keep me waiting on an expensive line for up to 45 minutes, and I never get my calls answered.
- I still pay O2 for services I never receive.
- I go to 4 of their physical stores in Berlin, where I discover a parallel world: a world where a shop that states it’s open from 14:00 to 19:00 on Saturdays afternoons is closed when I show up at 15:00. A world where another shop has a board ADVERTISING DSL services, and where the employee tells me they don’t take care of DSL services but only mobile, at which point I start questioning my sanity. A world where the employee who I signed the document with tells me he doesn’t care about my problem and doesn’t care if I cancel my contract.
- I still pay O2 every month for services I never receive. Even better, O2 takes 60 EUR from my account, when I’m supposed to pay 15 EUR a month.
- I know what you’re thinking: why aren’t these guys in prison for extortion already? Don’t worry, I will take care of this.
- I speak to my colleagues who are ASTONISHED that I’m still paying and recommend I get the money back from my bank, which I do.
- O2 sends lawyers my way who ask for over 300EUR because I took back 45 EUR that I should never have paid.
- I pay the money they extort me so I never have to ever hear the name O2.
- They block my accounts because I supposedly haven’t paid the money.
Yes, people. This is what you’re in for. The other option, is to not get the wifi at home, which will be the equivalent of the service provided by O2, without the extortion. Or you can go to Vodafone. They are absolutely amazing: I received my box in 24 hours, plugged it in, and the service was running.
I was misinformed about the price of a contract which I signed in the store on one of those electronic pads, having the chance to read the contract only at home, on the email. I immediately went back to the store to cancel the contract with no success.
Since a few weeks I am trying to cancel this contract. On the support line takes for ever until you reach an empolyee, my complaint letter only helped me stop the renewal of the contract after 2020 (oh great, thanks), and they keep telling me "why did you sign then?". This is beyond unacceptable.
I absolutely do not recommend signing a contract with them!
o2 Summary
- Lies about what speed you can get
- Provided false information
- 2 weeks of not getting the process started, first problem is name change, 2nd problem still in contract with other provider (we can manually cancle and then we are fine (if we knew to do that...) BUT WASTED 2 WEEKS... WHY NOT ASK THESE THINGS AT THE START !
- Unwilling to speak English
- Very rude especially if they know you are trying to cancel
- Refuses to let you speak to a manager
- This is for a new customer after the process is started
DO NOT use them at all.
Remember. Cancel your contract at least 3 months before it ends. Otherwise they can AUTOMATICALLY sign you up for another 2 years if you dont give them notice before you contract ends (As it is with all providers)
I have been trying to get a internet connection with O2 since the 3rd / March 2018. Over 2 weeks. We asked specifically 2 different people to check our line and what is the minimum speed we could get. We were told 6 download from a 16mbit plan. This was "new technology" they were using. On the 20th we called to check the progress of the new connection. They told us due to a name change in our existing contract they didnt take action (it was under another family members name). We then confirmed the name change and were told nothing would be done to make up for the lost time because someone at 02 didnt ask about this name change when we started the contract.
Today (22nd) we call again to check and this time we are told we are still in contract with our current provider and need to cancel first with them. We specifically told them we were with another provider and were changing because of this. So more wasted time. We then called back our existing provider who has a ENGLISH line and he was HAPPY, POLITE to help buy telling us we can cancel with them but they need O2 to not request the phone line numbers and must cancel their request so we can cancel and start a new contract with O2.
After wasting 2 weeks we want this done quickly so we call back 02 and as if they can email us the confirmation that we required a cancelation. They rudely told us we must wait for it in the mail and they would not email us even saying that fact we have asked for the cancelation, and we understand the confirmation of it being completed will come in the mail. They lady (Gloebke) who was speaking Deutsch to my partner was extremely rude, to the point where i could see my partner shaking all over. We asked to speak to her manager and she refused completely to do this.
We then asked to be transferred to the tech them which i tried to speak with. I was also spoken to so rudely. I asked if i could speak to someone in english in my limited Deutsche, and my partner who is Deutsche told me the guy on the phone said in Deutche "No i will not, I wont speak english with you, and you must get a translator if you want to speak to me". He had spoken to the lady who must of told him not to help us as the first thing he said to my partner was we were canceled and he could do nothing to help... He had not even confirmed the identity or checked our file...
We will not be using O2 because of all of this. I cant believe how rude the customer service is and the fact you are not even willing to have any English speaking support staff.
I'm really satisfied that my hard-earned money has been well spent with o2 dsl internet connection that I cannot access. o2 customer service is world-class to say the least, i'm amazed at how many different departments they have, which makes things super-efficient, you know, like for example, I keep getting passed on from one department to another, and just wait on the phone and keep telling every new person my issue, and each person says it's not their responsibility, nice, very nice. after an hour or so, who knows, I gave up keeping track of time when calling o2, finally someone who does basic troubleshooting which I have already done on my own, but yeah, now I got a case number, and they told me that they will call me in about 2 days, but I don't expect receive a follow-up call, because reasons.
So thanks o2, thanks a lot for the wonderful experience you have so kindly provided for your paying customers.
I'm being sarcastic, by the way...
Trying to get my old number switched to my new contract I called customer service twice to be abruptly responded with two rude and unhelpful service reps. When I asked to put on their manager they refused.. & charged me 9 cents per minute for the calls! Nothing resolved and a lot of stress and headache. Never again with O2 they are the absolute worst!
O2 is a fraudulently useless organisation being managed by thieves trying to rip you off as much as possible. Unlike other countries in have been to consumers are not protected at all in Germany. That's why o2 is able to exploit these holes to make money. My phone got missing so I went for a replacement sim card with the same number. This replacement sim was to make me maintain my old number. It served it's purpose until I realise I was paying for 2 numbers monthly. This was obviously a mistake. But getting someone to solve your issues for in o2 when you have a problem is like biting a nail. I have cancelled both contracts and will never change my mind
This is the first time I´m writing something like this, and hope no one had or will have such bad experience with mobile provider.
O2.de is by far the worst company I had ever contact with. Experience I received as customer is worst ever and we decided to terminate all our contracts as soon as possible.
My family signed contract with German Mobile vendor BASE. In the meantime BASE has been bought by O2 and once BASE contact comes to extension we were able only to move and extend with O2. This is when our nightmare started.
We went to Frankfurt Skyline Plaza O2 Shop and started renewal process. Offer was not prepared on transparent way so we could never understand exactly what we are getting for our money. For one contract we got good offer, but for other O2 forced us to take most expensive Packs “because computer said so”. When you want to complain or talk to manager there is nobody there. Calling O2 hot line takes min 45 min (even people working in O2 Shops complain the same), you wait at least 4-5 days to get response at Facebook chat and when you get answer really no help, just some weird explanations.
We visited O2 Shop so many times trying to sort our issues, and I would really like to send O2 invoice for our time and gasoline… but who to complain and explain as nobody there cares.
Last issues occurred because my daughters mobile had technical issues. First time we went to O2 shop and Sales lady told us to do the Mobile Factory reset and sent us home, we did it and 1 day later we had same issue. We came second time in O2 shop and ask for warranty. Sales man needed 2 hrs to prepare adim and take Mobile. Unbelievable.
Mobile was sent to us by Post “fixed” in next 5 days, however in few days again not working properly. We went once again to O2 Shop for third time and ask for help. Sales man was asking us to give him document that was enclosed to shipment of “fixed” mobile which we did not have with us. I asked him to check in his system, as we gave all the data last time. No help. That means we have to come 4th time to Shop. This really turned me on in furious state as we have to travel every single time 40 km from our home and back to O2 shop and min 3hr we lose each time.
We decided to terminate all our contracts with O2. Period!
Do not use O2, they do not care at all about customers.
O2 has the worst customer service ever. I accepted to try a new contract, but was regreted just one week after accepting the contract. I cancelled immediately the contract and got no answer from this company. I had to write at least 5 emails before getting an answer. O2 waited 2 months before cancelling the contract and charged 2 invoices. Customer service told me that I used the services (even when I didn't because I still had my card from Base) Why should the customer pay for the lack of efficiency of O2 customer service? This is the first and las time. Worst company ever!
Please save some time and money and avoid O2 as possible!
I brought O2 contract when I arrive here first at a showroom. They overchagred me for the first month for no reason.
Then it was going normal but O2 was not compatible with the free voip and I had a huge bill in between.
The showroom people have access to update the profiles and bank accounts but still they will not help you if you want to change plan. Never pic call from customer care after your contract. and you have to cancel manualy few months before if you want to disconnect the service.
There is no provision to chane your plan in between if you want but a customer care guy can do anything to your account by just recording your voice. ? This is too lame. Then why do they have showrooms? to trap customers?
This business model is highly nontransparent and I see huge unethical practices. I am sure it would face serious consequences in the future if they dont correct themself.