So my problem is that I have put 20€ today on my account to recharge my XL tarif with 5 GB, but I forgot it costs 25, not 20 euros(may be that’s the problem). Money was successfully charged as I can see from bank app. Then I received a SMS saying we got your money and then in 1min they disappeared. Now I have nothing, no money, no GB. I’ve already been to few o2 offices, they said to call hotline, but the thing is that I don’t speak German. Hope for you help!
A
Hi!
You should check the following pages first:
Einzelverbindungsnachweis (detailed billing): https://www.o2online.de/ecare-prepaid/evn-uebersicht
Aufladungen & Abbuchungen (top ups & debits): https://www.o2online.de/ecare-prepaid/auf-ab-buchungen
Now it's clear?
Hi!
You should check the following pages first:
Einzelverbindungsnachweis (detailed billing): https://www.o2online.de/ecare-prepaid/evn-uebersicht
Aufladungen & Abbuchungen (top ups & debits): https://www.o2online.de/ecare-prepaid/auf-ab-buchungen
Now it's clear?
Not really , it shows me last two transaction +20 when I put the money and then -20 for XL package that I was talking about. With the second link I assured myself that there was no phone calls or SMS that could waste all the money.
The problem is still here.
A
Ok. Here you will see all the packages you can book or already booked: https://www.o2online.de/ecare-prepaid/tarifdetails
The Data Pack XL is marked as:
Aktiv (package booked and active)
Inaktiv (package not booked)
Bestellt, wartet auf Aufladung (package already booked, but is waiting for top up - balance is insufficient for activation)
Wird verlängert, wartet auf Aufladung (package will automatically renewed, but is waiting for top up - balance is insufficient for automatically renewing)
Ok. Here you will see all the packages you can book or already booked: https://www.o2online.de/ecare-prepaid/tarifdetails
The Data Pack XL is marked as:
Aktiv (package booked and active)
Inaktiv (package not booked)
Bestellt, wartet auf Aufladung (package already booked, but is waiting for top up - balance is insufficient for activation)
Wird verlängert, wartet auf Aufladung (package will automatically renewed, but is waiting for top up - balance is insufficient for automatically renewing)
It says ‘Inaktiv’.
A
I think you deactivated the pack yourself.
The pack "o2 my Prepaid L" has a data volume of 5 GB and costs 24.99 Euro. The data pack o2 Data Pack XL has 4 GB and costs 19.99 Euro. I think you made a mistake with the packs. A moderator will check in the next few days whether the pack can be reactivated or whether the money can be refunded.
I think you deactivated the pack yourself.
The pack "o2 my Prepaid L" has a data volume of 5 GB and costs 24.99 Euro. The data pack o2 Data Pack XL has 4 GB and costs 19.99 Euro. I think you made a mistake with the packs. A moderator will check in the next few days whether the pack can be reactivated or whether the money can be refunded.
I don’t really know how I could deactivate it, because I didn’t use it for two weeks until today. It wasn’t that difficult to put money on and then buy the pack, but something went completely wrong.
Is there any updates?
I am really looking forward to solving this.
I have already created a thread looking for help. But still there is even no responses. Nobody can explain what happened to my money and when I will get a refund.
I will leave a link to previous thread to remind: https://hilfe.o2online.de/prepaid-19/money-has-gone-left-me-with-nothing-520755#post2003968
O2 people? Here I am :) thanks
- 11666 Antworten
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15 January 2020
Hi
thanks for your patience.
As I still need some details from you to check your packs, I have just sent a private message via
Thanks a lot.
Loving greetings,
Tobias
- 11666 Antworten
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18 January 2020
Hi
I have moved your message from https://hilfe.o2online.de/prepaid-19/still-no-help-after-a-week-with-struggling-521477#post2012010 to this conversation.
Did you already see my last message under
Is therefore everything clarified now?
If you have any further questions, just feel free to contact our English community.
Loving greetings,
Tobias
Everything is good now, got my pack, thanks:)
- 11666 Antworten
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20 January 2020
Hi
that sounds great.
At last there was a solution for you.
Please mark the message as “solution” that was most helpful for you.
Thanks a lot.
Loving greetings,
Tobias
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