Prepaid Account Problem

Question

Hello,
A week ago I signed up for the €25 Loop Prepaid package (5GB data for a month). There was a technical problem in the store, so they said to wait a few hours then install the SIM card. I did and it worked fine. The next day I travelled to another EU country and received an SMS saying that I was automatically enrolled in some Surf-Dayflat pack that meant 30mb per day. I figured it was something to do with roaming, but it wasn't clear. Then just the other day I discovered that my account was not fully set up – I did not manually enter €15 of credit... This step was never told to me in the store... It seems now tho that since I don't have €25 credit I am stuck with this daily 30mb data until my credit runs out, and there's no way to get back into the original Loop package that I signed up for - unless I add more money to it. Is it possible for someone here to simply put me back into the account that I attempted to buy? I've already been punished for a week of nearly no data, all I want is to get back what I tried to buy but wasn't able to due to some technical error in the store. Thank you in advance for your help.

Anonymous · Accepted Answer

Hello!The starter packages all have a starting balance of 10 euros. The o2 my Prepaid L costs 24.99 euros. Nobody can know exactly what was said or discussed in the shop.Upon request, the shop can set an option when activating the prepaid card. You can see it in your contract documents on page 2 or under my o2 in options. The option will only be activated when the credit is sufficient. Did the shop sell you an additional credit of 15 euros, which you would have to recharge yourself after activating the card? Or did the shop say that you have to buy and recharge the additional 15 euros? If no option is booked or the credit for activating the option is insufficient, the Surf Dayflat will be activated for the use of the Internet. (30 MB per day for 0.99 euros activated).The current situation cannot be undone. If you still have 14.99 euros credit, then you can use the option o2 my Prepaid M (3 GB, Allnet-Flat) and at 9.99 euros the o2 my prepaid S

Rob K · Answer

Hi TBCMagic,Thanks for the thorough reply! I purchased the full €25 pack at the shop, but as I mentioned, they neglected to say anything about loading the credit to it. When I installed the SIM card it just worked — so I assumed it was all ok. It wasn't till later that I discovered I was to add the credit code. At that point it was already too late to get the pack that I intended.Honestly I really don't understand O2 or these systems. I'm even more upset that this problem was entirely from their side (as I see it - due to them not activating it for me, or for properly explain what I was to do). I feel like this whole card is a waste now. The only 'help' I received from customer support so far has been to add more money to my account to get back up to €25.In any case, thanks for your reply.

Prepaid Account Problem

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