Do not trust anything O2 says over the phone
Do not trust anything O2 promises you over the phone. I cancelled my contract, and their retention team called me times in the last month, and during the last call, they were offering 15 GB for €8.49. I agreed. Instead, they activated only 5 GB in their system for that price.
Because the first invoice arrives a month later, you only spot the lie after their standard 14-day withdrawal window closes. Then, customer service hits you with a brick wall, claiming you are "too late" to cancel.
To top it off, I successfully ported my number away to another network. To keep charging me anyway, O2 generated a random substitute "ghost" number on my account and locked the contract until 2028.
They are completely ignoring my legal GDPR requests to produce the call recording. I've had to file a formal complaint with the Federal Network Agency (Bundesnetzagentur).
Avoid O2 Germany at all costs, I mean, look at their review score here in trustpilot...
I guess this is my fault, had I seen these reviews I would not have started anything in the first place with O2.
O2 can do, O2 cannot do when it comes with cancellations.
Reply from o2 Deutschland
Hello Benjamin L., Thank you for taking the time to leave your review. We are sorry to hear that you experienced these difficulties.
If your contract extension was concluded over the phone, you would have received a contract summary before accepting the offer, which had to be confirmed. In addition, once the change was processed, you would have received a confirmation email including information about your right of withdrawal, explaining how to exercise it.
Unfortunately, we are unable to determine via Trustpilot what went wrong when you contacted our customer hotline.
Please note that transferring your phone number to another provider does not automatically terminate your existing contract. A timely cancellation is required for this.
We recommend contacting our customer service team, or alternatively reaching out via the o2 Community. We are confident that we can find a solution together.
https://www.o2online.de/kontakt/
Kind regards
Kerstin