O2 Germany
Reviews and Complaints

I used to use O2 sim card 2 yrs ago. The process was very easy. I ordered it online to my address before and then I went to the shop to activate it. The employee's name was Rovel Yemane and this is his email address too : rovel. yemane@telefonica.com. He was so helpful and supportive. He supported me face to face and by email as well. He was very nice and friendly. I was so happy with Rovel Yemane service. I give him 10 out 10 credit for his great customer services spirit. After two years, I decided to order a new O2 sim card again online to my address in Erlangen city, Germany. I went to the big shop nearby Arcaden to activate it. The two employees were so rude with me. I asked them to activate the sim card. They said : "If you order it online then you have to activate it by yourself online and then go the post office for identification process using your ID etc... I was not really happy with their body languages or their aggressive face expressions with me. I tried to activate it online. I got the voucher online by email in order to activate it in the GERMAN post office. I went to the employee in the post office to activate it but they refused to activate it although I hold a legal and authorized residence and work permit ID and pass in Germany as a refugee. The lady there were so rude with me too. I said to them so what should I do? They said :"Go to O2 again and ask them to activate your sim card there ". I went there to the same O2 shop behind Arcaden Erlangen. I asked the 2 guys to find me a solution. They said :"It looks you aren't understanding what we say here. They were so aggressive and rude with me like never seen before. I have never faced such kind of terrible customer service in the whole world before but in Germany. It's a disgrace. It's like they say to me go and find a German shop to buy a sim card. They pissed me off a lot. I walked away so angry and I bought a new sim card from another respectful service provider. I prefer to stay anonymous. You can check this incident out by yourself using the last non-activated sim card orders to Erlangen city to figure it out. Please consider me as a philanthropist to your company

Thanks
Benefactor
Erlangen, Germany

So I bought O2 sim on 03.09.2018 from Mall of Berlin Branch and the consultant named Florian Luczak gave me this package of 5 GB data with the promotion of 150 GB data with the Huawei Device. The total bill was 113, 98!Euro. From Saturday onwards my internet wasn't working so I logged in today and checked that my data of 5GB is consumed but he said he has given me 150 GB data. Today I went to this branch of the Mall of Berlin again with my problem that my Data is over and it is supposed to be 150GB. So the lady over there said me that I can not help you this promotion is over and this was supposed to be activated by 3rd Sept which I had no information about and she said she can't help me because the other guy sold this promotion so she can not help me. I said I have invoice it will mention in it she said it is not on the invoice and I can not help you for this.
So first of all why it is not on my invoice are they not recording it that how many people have bought this promotion and I told him this is my first time using O2 so I have no idea and even though he did not activate that for me.
2ndly so if this person leaves the company will they close the branch because he had the conversation with me and the other person can solve my problem. It is very unprofessional that they do not help the customer at all. I have paid for 150 GB, not 5 GB and when I asked her can you give me your manager email address so that I can escalate my issue to him she said you can write a letter and they will reply within a week. So I don't understand that O2 being such a big company can not help their customers to solve their problem via email even in 2018?
O2 being such a big company is having such a poor customer service because when I am calling the helpline they are not answering and I wrote on my O2 portal I did not get the reply and when I personally went there the staff was not friendly and not helpful at all!
I will never recommend O2 to anyone.

I lived and worked in Germany for two years in Hessen. When I moved back to the Netherlands I cancelled my Internet and returned the modem. Later I noticed they had been taking money from my German bank account. They claimed I didn't return the modem. I lost the receipt in the removal and couldn't prove it:( So much for DHL in Germany.
In total I paid about 180 euro for a modem I returned. After a lengthy exchange of letters I finally got rid of them. The last mail I received indicated that they want to pay me 26, 90 euros. But as I cancelled my German bank account and they only do money transfers to German bank accounts...

I am at the end of my tether with O2, they are causing me so much stress and anxiety because of their appalling customer service and denial of the facts.

I logged a complaint with O2 in March this year regarding the amount of data I received as part of my contract. This came about thanks to gross miss-communication from O2 themselves. Basically, O2 were unable to confirm how much data I received as part of my Unlimited Data contract which I took out in 2008. This was investigated for may weeks, which resulted in me being told that there was a cap of 3.5GB on my unlimited data contract.

Whilst they investigated, I also did some investigation of my own. Whist doing so I found that my O2 portal (on the O2 website) stated that my data limit was 10GB. Not only is this not unlimited, but it is also not the 3.5GB O2 were telling me it was supposed to be. I sent this information to the Complaints Specialist and advised them to continue to investigate. I never had a response to my evidence, so I had to go to the Ombudsman for assistance (which O2 tell you to do on their letters).

I provided the Ombudsman with a pack of evidence, screen shots, chat transcripts, emails, and they investigated. When the ombudsman sent me their initial report I found that there were pieces of "miss-communication" from O2. I asked the Ombudsman to investigate further, which they did, and some of the errors were eliminated from the report.

However, when I received the final report from the Ombudsman I found that there were further errors. In particular, there were two pieces of information that painted me out to be a liar:

I had sent screen shots to both the Ombudsman and O2 demonstrating that I could see on O2's website that I had 10GB data on my unlimited contract. O2 had now changed their response and were suggesting that I only had 4GB data on my contract. When the Ombudsman approached O2 about what I could see on my portal, O2 stated that they could see no mention of a 10GB limit on my account after allegedly checking all of their systems. This is either "miss-communication" or they simply didn't check.

I sent information to the Ombudsman regarding a phone call I had with O2 (including time and dates). This conversation was regarding the 10GB limit, which somebody within O2 confirmed existed. They also stated that I would have had unlimited data, but it would have been capped without me knowing sometime since 2008. I asked the lady to send me an email containing that information, and she agreed to do so. The email never arrived. When the Ombudsman asked O2 about this conversation they said they could find no evidence if it, even though all of their calls are recorded.

Basically, O2 were making me out to be a liar. When I saw the report I immediately logged a complaint with O2 regarding them miss-communicating to the ombudsman. I had two weeks to get a response and have them change the information they were providing the ombudsman otherwise I had to accept the ombudsman report. All they did was wait for two weeks for that time to expire, telling me that they wouldn't speak to me whilst the ombudsman was investigating.

Basically, O2 were forcing me to accept the ombudsman report which contained the false information. How can that be right?

Reluctantly, I had to accept the ombudsman report as it was the only way I could get to speak to O2. Just after accepting I got back in touch with O2 to discuss the miss-communication they had provided the ombudsman, only to be told that because I had accepted that ombudsman report there was nothing more they were going to do. This is despite them telling me that I had to accept the report in order for me to be able to speak to them about it.

I was told by O2 that the only way I could progress this complaint was to get a lawyer and take them to court!

My two main concerns were now 1)how O2 had miss-communicated to the Ombudsman in the report and 2) how they are still denying that the data I can see when I log onto their website exists.

I did manage to speak to one customer advisor who seemed to want to help but guess what, he was taken off my case and I was passed to somebody who also seems to not want to assist. Basically, I keep asking about the lies on the report but O2 state that they only passed on what they can see.

More worryingly, O2 are still stating the they cannot see on their system the 10GB allowance details that I can see on the O2 website (logged onto my portal). O2 seem to have now stopped looking into the issue.

The only conclusion I can come to is the there has potentially been a data breach and that I am pointing to an external server when I log into the O2 website.

With this in mind, and as O2 don't seem to care (I have told them that I think my account may have been breached, they responded that they don't think so, but they cant see what I can see) I am having to speak to the Information Commissioners Office, who seem very interested in the discrepancy in what I can see and what O2 say they can see.

All this, and my original complaint seemed to be a simple one for O2 to deal with.

With O2 making me out to be a liar to the Ombudsman (which I can prove to not be the case) and also potentially having security issues, I am continuing with the complaint until I have a satisfactory conclusion.

Be warned, if you ever have to complain about O2 they will do EVERYTHING to make your life difficult and to put the blame on you.

Dear O2 team, let me start by saying that how you mislead and mistreat your customers.
My flatmate and I booked Internet service from your company. When we wanted to terminate the contract within 15 days your customer care representative agreed but never told us that we have to switch off the router the same day even though we explicitly asked about the process and next steps. After a week we called again and then we were told about this at which point we switched it off. Still there was no confirmation. After which when we called the customer care representative told us that its our mistake and you cant do anything about it. On top of that when we told you that we are new to Germany and given that we were not told about the process when we first asked. To make matters worse we wrote a formal complain explaining the situation there was still no response for another week. We haven't used the internet for 3 weeks now and your company couldn't care less and doesn't respond.
By far this is one of the worst customer service ever. Not to forget not the greatest plans you have for internet.

I had an O2 contract for over 5 years and in April 2014 i cancelled the contract in writing.
I relocated to the UK and took out a contract with Vodaphone.
O2 continued to charge me. After 2 more letters, one email and one telephone conversation they are still taking money from me, it is now April 2015!
O2 contrac? THINK TWICE!

Brian Fereday

I have received an SMS saying: - Congrats your phone No. has won 550, 000 pounds in the on going int, I phone Number draw in UK.To claim E-mail at : [protected]@live.com

The number that the SMS was send from is +[protected]

I have sent an email that include my paypal account and bank detail (but without swift code)

All I want to know if it is a spam, if there any chance with the detail I gave them I will be charge for any kind of fees?

Please reply

This just happened 5 hours ago, and I am very regret not to check in search engine first before sending an email to them

I received a message on my mobile phone on 13/04/09. This message thanked me gave me a pin number and took ten pounds off the credit on my phone. I phoned the customer service number that came with the message, but no one was there, so I left a message, and I sent an e mail to the O2 website. I received a phone call this morning, firstly from the customer service number and they said they had received a message from my number and this is why I received there text. I then got a phone call from O2 in answer to my e mail and the lady said that the money had NOT been taken off by O2. She also told me that looking back through my account there was a text made before this message and two made after this message was received. I told her that I had made the two after it was received as I didn't know why I had received it and I was complaining about the money being taken from my credit.
I can state catagorically that my phone was not ued or touched before this message was received. When my phone made a noise I came from the bedroom into the kitchen, where my phone was lying on the table, and picked it up and read message.
There is absolutely no proof on my phone that I called 79988 to request a pin number or anything else, but I have had ten pounds taken from my credit by someone I can't even identify
I want to know how and why something like this can happen. I only use my phone for emergencies and so people can keep in touch, I don't use it for anything else. What would have happened if I had been on a contract our had a load of credit on the phone, would whoever this was have taken all my money out?
Please can you find me an answer to this.
Many Thanks
Shirley Mackay

I have a Nokia handset which I recently upgraded to on the O2 network. Nokia recently had a deal with O2 where people upgrading to certain Nokia handsets on certain O2 tariffs would receive shopping vouchers in a Confessions of a Shopaholic promotion. I upgraded my phone on the 9th of March online which is where I saw this offer and decided to take advantage of it. I picked my handset, tariff and offer online and received my phone from O2 two days later. I noted that no vouchers had been received and emailed O2 to query. I was advised the vouchers were out of stock and would now be sent. A week later I still had received none so I queried again and was advised that they were posted to my address. Still they did not arrive so I queried yet again - this time being told I was never sent any due to the offer having ended on the 3rd of March.
Until this point I was absolutely blaming Nokia, having been given the impression that it was your fault, rather than O2 but it transpires I am being given the runaround by O2 with their inability to keep their website up to date apparently! I have called O2 to try and get some resolution but have been told they cannot help as I placed the order after the offer ended. I would quite happily cancel my contract and send the phone back at this point because I am so annoyed with them but they have managed to keep me on the runaround so that my 14 days cooling off period has expired.

I bought the phone from my local 02 shop in Lancaster, the speaker became difficult to hear with distorted sound. I took the phone back after 6 months and they refused to replace it, they sent it away to their repair agent who said it was unrepairable as there was fluid ingress which I dispute. I have contacted O2 by email and they refuse to replace or refund my money.

I thought O2 were a better company than this.