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Prepaid: Recharge didn't arrive

  • 16 November 2019
  • 9 Antworten
  • 955 Aufrufe

Hello, 
 

  • Friday 8th I had €6,64 on my account
     
  • At 23:19 I’ve made a recharge. Unfortunately I was not at home so I’ve tried to use O2 App. The express charge to use PayPal/Card, does not allow to chose €10 and actually neither to select the method of Payment like on desktop PC, as well the O2 website version for Chrome Android, so I’ve used the only option that allowed me to charge €10 which is the first one you see and that is supposed to be a direct debit. 
     
  • Immediately after I’ve received an sms that was informing me that my new balance was €16,64 and was valid until 10.05.2020
     
  • Unfortunately my Prepaid S pack didn’t renew like all the other times and my balance was not at all €16,64 but still €6,64. So I’ve tried to deactivate the Pack thinking that perhaps there was a problem, and I have purchased a new Pack S, ma still nothing, that €10 didn’t arrived on my balance as per sms.
     
  • In the next day I’ve tried to ask for support on whatsapp, asking what was happened to that €10 as the Pack was not automatically activated and also asking to cancel this “stuck” recharge as I was at home and I could use PayPal.

    Initially an agent answered that she would have checked what was happened to this recharge but in the second reply a new agent handled the case and basically, the solution for her was to cancel the Pack S, but I didn’t wanna cancel the Pack S, first I wanted to understand why the sms was giving a confirmed updated balance which actually was not update. She concluded that she was not working for prepaid hotline as Whatsapp Support is not for that, and ask me to call the support. 

    I never call the support, because since I moved from contract to prepaid, nobody speak English, nobody wants to ask to a colleague, nobody wanna neither try to speak English or transfer the call, and in fact the guy at the phone, refuse to transfer the call and to talk in English, therefore he could speak it.
     
  • I have waited 5 days for these €10 but they never arrived. So in November 13th I have deactivated the Pack S that was still there waiting for these credit to arrive in order to self-activate and as you wanted to prove (see Maren agent) cancel the Pack S didn’t make appear these €10 as if by magic. 
    So at this point I’ve made an express charge paying with PayPal balance, an sms arrived to inform me about the balance €16,21 and just in case, not €26,21 so I have purchased the Pack S which subtracted the necessary amount bringing the balance at €6,21 and self-activating. 
     
  • The day after in November 14th suddenly I’ve been charged €10 on my bank account. Besides the fact that if such charge take so long: 
    - write it that it can take even a week to receive this kind of charge
    - do not send a message with the current updated balance, when actually the balance is not updated, it’s deceiving.
    - those €10 were neither this time on my balance! and as I didn’t need them anyway as I had just charged with PayPal, with my bank I have rejected this ghostly €10
     
  • Today November 16th, O2, out of the blue has debt me €10 bringing my balance at -3.79
     
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Lösung von o2_Tobias 19 November 2019, 11:39

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9 Antworten

Hi @icks13,

 

thanks for your message.

 

I just checked your credit and the activation of your pack.

 

I confirm that the pack “o2 my Prepaid S” was activated on 13th November 2019.

 

I also see the negative amount on your card.

 

I regret that our system charged you twice with the amount of 9,99 € for the pack “o2 my Prepaid S” (on 8th and 13th November 2019). Therefore, I have given you a credit of 9,99 €.

 

I hope that you agree to this solution.

 

Loving greetings,

Tobias

Yes I agree thank you so much Tobias!

Hi @icks13,

 

I am happy that I could help you with my answer.

 

If you have any further questions, please feel free to contact us here in our English community.

 

By the way, are you interested in a postpaid-tariff? We also offer contracts with a monthly cancellation possibility and a mobile device. Please look here for our o2 You-offers: https://g.o2.de/o2-you

 

We also would be interested in your feedback to our o2 You-tariffs. Please write your feedback here: https://hilfe.o2online.de/neues-und-aktuelles-zu-o2-digitalem-leben-3/o2-you-wie-gefaellt-euch-das-so-wie-du-willst-angebot-515952

 

We are looking forward to your response.

 

Loving greetings,

Tobias

Hi @icks13,

 

By the way, are you interested in a postpaid-tariff? We also offer contracts with a monthly cancellation possibility and a mobile device. Please look here for our o2 You-offers: https://g.o2.de/o2-you

 

 

Loving greetings,

Tobias


Hello,
no thank you, I’m already paying €12/month for a Nokia with O2 and I was already under tariff contract for I think 5 years of my whole 8 years with O2. 
I do not think I’ll get back to a tariff contract, neither monthly, unless one day I should need a new mobile which I do not think will happen soon. 

cheers

 ​​​​​​​

Hi @icks13,

 

thanks for your open answer.

 

If you have any further questions, we will be happy to welcome you back in our English community.

 

Have a nice day.

 

Loving greetings,

Tobias

Hi o2, I have also had the problem of a prepaid pack not arriving.

I have now recharged the prepaid ‘M’ pack on two occasions, €15 each time. My balance then goes directly to €0.01 and is now at €0.02. However I am still not able to make any calls or texts.

My tariff still says it is on ‘Loop’ not the Prepaid M pack. I am not able to change my tariff. Even when I use the tariff manager via * 107 # it instructs me to call prepaid customer service who hang up on me because I cannot understand enough German.

So far I have added €30 of credit in 1 week and still have no functionality of my prepaid sim, please can you advise ASAP how I can activate my sim and use my phone. Also I will need to receive a refund for being double charged in 1 month please.

 

Vielen dank,

H

Benutzerebene 7

Dear  @h_c ,

 

welcome here in our o2 community. :mouse2:

Well, your o2 My Prepaid M Pack was activated on May 25 13:22. So you should be able to phone.

There are no locks visible.

Does ist work now?

You should definitely activate the EVN so that you can see exactly what credit will be deducted from your account if something is outside your booked package.

 

Kind regards,

Andrea

Hello Team,

I have recharge my prepaid sim with 15 euro to activate data pack from Muncher Freiheit Munich store. They told me that the prepaid will get activated tomorrow. However it’s not been done and I have no data. I tried to download App and checking online but nothing is working and it’s too confusing. Please please resolve as soon as possible. 
my number is +4917676121640 

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