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Balance is too low despite recent credits

V
Rang
I have o2 my Prepaid S and I recharge it every month to keep the services active. However, the balance keeps reducing without any mention in the history.
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Lösung von o2_Andrea 23 May 2019, 17:30

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10 Antworten

A
Hi!

The o2 my Prepaid S (Basic, M or L) is renewed every 28 days (4 weeks) instead of every month!

Did you checked the following two pages:
a) https://www.o2online.de/ecare-prepaid/auf-ab-buchungen
b )https://www.o2online.de/ecare-prepaid/evn-uebersicht

Did you charge your credit in good time so that your option can automatically be extended the next day? Or did you charge your balance after the pack expired?

If so, your pack will not deactivated automatically and waiting for a new top up to reactivated automatically. If you mobile internet connection is active, there is a short time between top up and reactivating the data plan. And in this period a Surf Dayflat can activated automatically for 0,99 euros.

edit: link b) chenged
V
Rang
Okay.
And what does "Allnet Flat (Minuten & SMS)" mean? All incoming and outgoing calls are free? If not, what's the rate?
A
It means: All outgoing calls and SMS to German landline and phone numbers (except service numbers, premium services etc.) are free. The call must start (or the SMS must send) from Germany.
V
Rang
Okay. My balance was almost zero, I recharged with € 20 so that it can be extended in good time by itself, however, after 28 days, the balance was 6€. No other debits are shown in my account credit history either.
Now again that I recharged with €15, the balance is getting reduced with every call even though I'm dialling German mobile numbers.
A
Hi!
It was my mistake. I had given the link two times above.
Please check your detailed billing (link b) ).

Sorry again for my mistake.
V
Rang
Hi,
If these calls are free, why is balance reducing? I see multiple entries like this below:
18.05.2019 12:10 Anruf 00:00:51 0,09 €
- Vasu
A
You have booked which package?
You should check the details of your package.

The area code of the call?

Example:
o2 my Prepaid M (and Allnet Flat is included)



There is another package called o2 my Prepaid Data M (no Allnet Flat is included)

o2_Andrea
Benutzerebene 7
Dear @vasu ,

first of all, welcome to our forum. Nice that you have found the way to us. :-)

You now have a balance of 3,17 Euro. You charged 15 Euro on May 12th and paid for o2 My Prepaid S 9,99 Euro.
The charge before was on April 8th 20 Euro. You paid for o2 My Prepaid S 9,99 Euro. It ended on May5th. 10,02 Euros were left at this time. You used the internet on May, 7th to 11th, so the Surf-Day-Flat acrivated itself every day for 0,99 Euro a day. You also made telephone calls in that period of time, where not Flat was activated. That's where your money went to.

Do you have any questions about using our community? Then take a look at Neu in der o2 Community? Die wichtigsten Funktionen und Hinweise auf einen Blick. There you will find all the information you need to use!

Kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
V
Rang
Thank you for the detailed information.
When I charged 15 Euro on May 12th and paid for o2 My Prepaid S 9,99 Euro, why is my balance at 3,17 Euro, not 5,01 Euro?
Regards,
Vasu
o2_Andrea
Benutzerebene 7
Dear @vasu ,

because you made several telephone calls between May 6th and 12th (the time without the o2 my Prepaid S Pack), after May12th you had several calls to the mailbox and SMS, which are not free, too.

Kind regards,
Andrea
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