Additional service charges in my bill

Für was genau wurden die 449,92€ berechnet?

Auf Seite 2 der Rechnung sollte sich das entnehmen lassen.

It was charged for "Mehrwertdienste"

I didn't opt for any Mehrwertdienste

It doesn't say anything else? At the end of the invoice there is a section "gut zu wissen". There should be more information there.

Kannst du mal auf der letzten Seite der Rechnung nachschauen, ob dort weitere Angaben dazu gemacht sind?

There is no further information on the last page. It just shows my contract start and end date along with my data usage for the month. Which is also under the limit.

Can you post the second page of the invoice without any personal information?

Do you have an itemised bill (Einzelverbindungsnachweis)? Have you checked in the app or the customer portal to see if any third-party services are showing as active?

Mehrwertdienste can be any of the following:

• Subscriptions
• Third party services
• Payment for products or services using your mobile
• Calls to premium service numbers

If you feel that this charge is incorrect, then you should dispute the invoice.

https://www.o2online.de/service/kontaktformular/

This is the only bill I have. I did visit the O2 store an they disabled below services

1)Subscriptions

2)Third party services

3)Payment for products or services using your mobile

4)Calls to premium service numbers

If the shop deactivated third party billing (you can check this in the app) and you cannot identify the source of the charges, the best thing to do would be to dispute the invoice:

https://www.o2online.de/service/kontaktformular/

Hello @Mambo12,

Welcome to our o2 Community. 😊

That's a really high amount. Is this the first time this has happened or was it already included in the previous invoice?

Did you go to the o2 store after you received the bill? Did they deactivate the third-party services directly with you? Were they able to help you in any other way?

Kind regards, Lea

Hi Lea,

​​​​​​Yes, this is the 1st time it has happened. Normally my bill is 16.49€. Yes, I visited the O2 store and they did a video call to someone from a cubical and asked them to turn off the third party services.

Regards

Hello @Mambo12,

for your customer number, the detailed billing statement (EVN) was not active, which means we cannot specify which premium services are involved. For future bills, the EVN has been activated.

In general, a letter is on its way to you and should arrive within the next 2 to 5 working days.

Best regards, Maren 🍂

Hi @o2_Maren,

Thanks for the update. Could you let me know if there will be further investigation on this as I had not opted for any premium service. Also, please let me know if these extra charges will be refunded?

Regards 

Hello @Mambo12,

please wait for the detailed letter, which is also in English and should clarify all your questions. If you still have any questions, please address them directly with the colleagues.

Best regards, Maren 🍂