Date: November/2020 onwards
Client number: [protected]
On December 2020 I moved from my old address, right before moving out, I reached out o2 Telefonica Germany to transfer my DSL internet connection to the new address. The phone operator told me wasn't possible to connect at the new address cause the area was not served.
I tried once again, and I got same answer, but now I requested the cancelation of the internet contract, since where I was moving was not served. The employee said that was possible, since was a "technical" issue.
Right after I moved, I realized they had charged me 40 euros of the router, which I promplty returned and got the confirmation of receiving.
I asked them to pay back the money, which they said would be "sending to my account". WHich never happened.
Meanwhile, the telephone was not working properly. WIthout an proper Wlan at home, my mobile was my connection to work. The internet mobile was always off, and never worked properly. To receive a simple WhatsApp message I had to go outside my building.
I started again to ask the cancellation, now of the phone. They denied, saying that "the phone works" and therefore I cant end the contract.
Early this month, I got surprised I was still paying 50 euros per month to o2, although I had cancelled the internet.
I opened my invoice and checked that they were still charging me for a service they were not providing. And the reimbursement was never credit to my account.
Since early February, I had been calling every day trying to cancel both contracts and they refuse to do so, and my early date of cancellation is June 2022.
I told them they haven't providing to me any service and makes no sense to charge me for something I don't posses or makes use of it.
Last weekend, I lost my phone and was trying to reach it back. Called them today, to let them know of the occurrence. I asked to block the number and cancel the contract. They blocked the number, and hanged off the phone on me.
I am tired of this I just wanna cancel my contract and have the DSL payments from December, January and February back so as the 40 euros they charged from the router I had already returned.
Country of complaint: Germany
Desired outcome: The refund of 194,46 and cancellation of both DSL and Mobile contracts at the date of 1st of March 2021.