When I firstly arrived to Germany, I chose o2 because of recommendations of my friend. I wanted to choose Prepaid tarif as I’m student and it’s not convenient for me to use a long-term contract. Despite the fact that I precisely mentioned that I need Prepaid, the employee gave me a 2-years long contract, while saying that this is Prepaid one. I was sure that I use Prepaid one all the time, so I didn’t question it. Then I had to alter my tarif, I went to o2 and wanted to switch from one prepaid to another, they also confirmed that it was possible, i signed everything - and then they deducted the double amount of money from me because the previous contract i got was not prepaid but the postpaid, and also they told me that they had offer for students, so i should’ve pay only 25 euros per months. In reality, i paid 50 euros and couldn’t change anything because i already signed the contract. Okay, 50 euros is twice more i was told, but i went with it because i couldn’t terminate my contract for next two years. Then, one and a half years later i lost my phone and consequently my sim card in the Istanbul airport, and went to o2 asking if they can give me the sim card with my previous number and connected to previous contract because i didn’t want to change it and i couldn’t terminate it. They told me that it wasn’t possible and offered me to start a new contract, saying that the previous ones could be cancelled in Mein O2 app. The thing is, i couldn’t cancel my contracts because they required my phone number to send me verification code - which i couldn’t possess BECAUSE i lost my phone with the sim in it. I went again, and they told me that i have to wait until the end of the contract and have to send them the physical letter in order to terminate the contract. I waited for the end of contract, payed 70 euros more than i should’ve for half of the year, which is appr. 400 euros in total, and even through call with customer service i couldn’t cancel my contracts immediately. The employee who picked up my call was really nice and empathetic, they understood my situation and also changed my previous tarif to ones which cost less, and advised me on cancellation options. But overall, the website and the app designed in a way that confuses customers and misleads them, i couldn’t find the actual cancellation option and i was constantly redirected and had to fill out the login form over and over again. I hope nobody who arrives in Germany would make the same mistake as I did when trusting o2 for the mobile internet, awful experience and lost money
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