Automatic deduction and fine for failing to deduct

Dear O2,

I have been calling your customer care for more than a month and, after making 30 to 40 calls, I was unable to find an English-speaking representative. Only once did someone take note of my problem, but I never heard back from you.

There appears to be an automatic recharge or activation on my prepaid SIM that keeps deducting money and automatically activating the “M” package. I have no idea how this was activated. I believe it may have happened accidentally while navigating the German-language website.

After that, O2 charged me a €4 fee because the deduction could not be completed. I never received any email or notification regarding this. Later, I had to recharge my balance to reactivate my SIM, and again the “M” package was automatically deducted.

I wrote an email regarding this issue and also submitted a contact form, but I did not receive any response. Eventually, I switched to the “L” package.

At this point, I request that you either:

• Refund the €14.99 and the €4 that were deducted incorrectly, or

• Clearly inform me of the next steps so that I can cancel my connection with O2.

Additionally, I would like to understand:

• Why is there English support available for O2 postpaid customers, but none for prepaid customers?

• Why am I unable to use the O2 Community with the same email address that I use for “Mein O2,” without receiving any error message or explanation?

• How can such issues persist in a large network like O2 without proper communication or support?

This is my phone number: XXXXXX

Thank you for your attention.

Regards

o2_Giulia, 06.01.2026, 12:42: personal data deleted

moved from O₂ Prepaid to English O₂ Community: Mobile