Deutsche Telekom sued over online cancellation process

The Federation of German Consumer Organisations (vzbv) has filed a cease-and-desist lawsuit against Deutsche Telekom at the Higher Regional Court of Hamm. The legal action alleges that the company is making it unnecessarily difficult for customers to cancel contracts online, violating laws introduced on July 1, 2022.

The vzbv claims that Telekom’s cancellation button does not lead directly to a data entry form. Instead, users must navigate through multiple intermediate steps, such as selecting between landline, mobile, or other services, and then choosing the type of cancellation. The consumer group argues these extra steps are unlawful.

Additionally, the lawsuit challenges Telekom’s practice of presenting retention offers on the cancellation page. The company provides free hotlines and asks customers to call for a chance to receive a better offer before finalizing their departure. This practice is being contested following a Federal Court of Justice ruling which clarified that cancellation pages should be used solely for submitting necessary information, without the inclusion of alternative offers or distractions.