Hi @Bla21 ,

thanks for reaching out to us! I`ve taken a look at your contract situation and did 2 things:

I`ve checked your bills for the SIM-Contract and refunded the amount which was listed there.

I’ve also checked your DSL-Contract: This one is already set for deactivation in August. There will be at least 2 more Bills (one for this month and one for the little time which falls into August). I’ve requested a refund for the amount listed in the previous bills since the 15th of May. Please contact us again after the contract cancellation and the last bill, so we can recalculate what’s still open and transfer the refunds to your bank account.

Best regards,
Kurt

Thank you very much for your help. I will get in contact with you when I will receive the bills.

Best regards.

Hi @Bla21 

You are welcome.  I'm glad we could help you. 

As my dear colleague Kurt told you, don't hesitate to contact us when you get the last invoice after contract cancellation.

Best Regards Matze 

Hi! I am still contacting you since I can see from the rechnung section that I should have some money back from O2, but I did not receive them in the last months in my bank account. Can you help me?

Thanks

Hi @Bla21 

Welcome back here in our little happy place.

I can see from the rechnung section that I should have some money back from O2,

but I did not receive them in the last months in my bank account

Yes you are a 100% right, that is not correct and we would love to solve this asap.

Can we used the know bank account for the refund? 

Kind regards Matze  

Yes, you can use that one! Thanks

@Bla21 Alright, you are welcome.

i am going to arrange the transfer and by the end of october you should have to money in your bank account.

Kind regards

Matze   

Thank you! Best regards

@Bla21 My pleasure, I’m glad I could help.

Kind regards Matze 

Hi! Unfortunately it seems that you just transferred the last credit I should receive from O2.There are a couple of Rechnung of the past months that I should have received that have never been transferred. There was also an e mail sent to me that I should receive that money but it never happened. Can you please check them? 

Best regards.

Hi @Bla21 

Referring to your post

I am still contacting you since I can see from the rechnung section that I should have some money back from O2, but I did not receive them in the last months in my bank account.

I sent a note to my colleagues from accounting to transfer the money (Guthaben) which was left on your o2 account to your bank account, so i am not really sure what you mean when you say

Unfortunately it seems that you just transferred the last credit I should receive from O2.There are a couple of Rechnung of the past months that I should have received that have never been transferred.

There was also an e mail sent to me that I should receive that money but it never happened.

For me everything looks fine by now, so could you go a bit more into detail please? 

Kind regards Matze 

Sure, I am not really aware way the credit has been splitted in three different bills but: I have a credit dated 3/08 of 24.71 euro, a credit dated 1/09 of 17.49 euro and a credit dated 5/10 of 17.49 euro (Rechnung session my O2). Of these, from my back account, I can see just one of 17.49 euro, two are missing.

Kind regards.

Alright, now i get it. But I am sorry to disappoint you , cause that's a misunderstanding from your side. 

It is one credit amount (not three single ones) that is then repeatedly listed on the bill until it is booked out.

Best Regards Matze 

Sorry, I really do not understand. First of all, the 1st credit is different from the others. From the conversation I had with your colleague (as you can see above message), he told me I would receive several bills. Indeed, also form the e mails I received in July 9th, O2 told me that I should receive back 44.77 euro and 11.92 euro. Up to now I just received 17.49 euro. Can you explain me what is happening?

Best

@Bla21  Have you printed out the last bills you received? Because I suspect that without looking at the bills it will be difficult to understand all the refunds and what exactly happend there

If you haven’t we can sent you copies of the last four bills

Best Regards Matze 

Yes, I have all of them, and I checked everything. Your colleague told me “I’ve requested a refund for the amount listed in the previous bills  since the 15th of May” (see above).

So the estimation was 44.77 euro + 11.92 euro (tot 56.69 euro) that I should receive (confirmed by e mail if you want I can send them to you).

He asked me to let you know if I receive any other bill to pay after that so O2 can refund me. So, in the meanwhile I received others 2 bills: one of 3rd August (31.98 euro) and one the 1st September (7.22 euro). So I should be refunded also of this amount of money (tot 95.89 euro).

Unfortunately they subtracted the 56.69 euro from the one of the 3rd of August (31.98-56.69=-24.71).

And now, they subtracted the amount of the 1st September (7.22-24.71 euro=17.49 euro).

And because this mistake I had just 17.49 euro instead of the whole amount of 95.89 euro. So, O2 should refund me of 78.4 euro.

I hope now it is clear for you. I think you should be able to check all the infos I gave to you, please let me know if you need sth else.

Best regards.

Hi! Did you have the chance to check?

Best regards.

@Bla21 I am still investigating and i want to talk to my colleague Kurt, who will be back on monday 

So, I have to ask you for a little more patience.

Best regards Matze 

Sure, will wait for that.

Hallo Are there any news? Thanks

???

Hi @Bla21 

I will get back to you via direct message via our @o2_Support User to clarify a few details to close this case.

Best Matze 

Hi Matze! Unfortunately after 2 weeks I did not have the money back and I cannot get a private answer in the support chat we had. Can you please help me? Thanks

Hi @Bla21

Sure, i will take a closer look and will get back to you asap via direct message. 

Kind Regards

Matze 

Hi Matze, still me. Is more than 1 month that I am waiting. 

Regards