Hi there!



May be that's not right place for my problem, but I need a help.



I made a contract with O2 DSL Internet and fixed phone line and it work pretty good. There are also 2 sim cards as O2 sim plus flex (using by me and my wife). For unknown reason  it was rejected to give 3rd sim plus flex for my daughter.



I tried to order for her Kombi-Forteil Blue Smart Sim card. It was a middle of December 2015.



First time it was reported that sim card is delivered by DPD to my home. My wife spent whole day at home but nobody brought it.

My colleagues call to O2 support and it was advised to order card once more with my office delivery address. Same was done, but with the same result - I kept an eye on DPD web site and it was reported that sim card is delivered, but nobody came.



My German colleagues called to O2 support once more and explained the situation. It was promised that sim card will be send by normal post. After some time I received only "spare" cards for existed numbers.



Until now I don't receive Kombi-Forteil Blue Smart Sim card and already bought prepaid one for my daughter.



A couple of weeks ago I checked my account on O2 web site and found one more number with activated sim card which one I never seen. I went to "cancel" option on web site and was advised to call to confirm cancellation. Next day my colleagues made a call to O2 and it was promised that number will be terminated.

I was surprised two days ago when receive payment when number with never-seen-sim-card is still existed and I have to pay for it.



Could you please advice what can I do in this case. Why should i pay for card I never seen?



Nachricht geändert durch o2_Jessica: I've put your question as a separate question and matched the topic.