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Would like to raise a complaint regarding a very bad experience related to my recent recharges on my mobile number.

To avoid any confusion, I visited the  O2 store in Landshut directly last month. As per the suggestion from the executive, I recharged my balance which is sufficient for 3 months (3 * 10 Euro plan).
The executive informed me that, for the next 3 months, the 10 Euro monthly plan will be automatically renewed with this balance.
Later(after 30 days of my 30€ recharge) when my outgoing calls were barred, I visited the store again and got to know that, instead of a 10Euro monthly plan, it was switched to a 1Euro per day plan.
Because of this, I lost my money and had to recharge again for the next month.
 

Is there any resolution possible?

i tried sending multiple emails. But didnt get any response.

Edit o2_Cora 12.01.24: Moved from O₂ Prepaid

Hi @DivyaLandshut 

Welcome to our o2 Community and thank you for your message.

I am sorry that there has been a misunderstanding.  The pack only cost 9,99 Euro in the first month, after that the price for the Prepaid S Pack is 12,99 Euro

Kind Regards Matze  

I understand that.

But I added a balance of 30 Euros.

Instead of using the 9.99Euro plan, how did it switch to 0.99 Euro per day plan?

Because of this, i lost the entire 30 Euros in 3 days.

Hello @DivyaLandshut, I was able to review your concern just now and have listed it all here:

06.12. Reload 15 EUR
06.12. Booking o2 Prepaid S -9.99 EUR valid for 28 days
04.01. Activation Surf-Dayflat
05.01. Reload 15 EUR
05.01. Activation o2 Prepaid S -12.99 EUR.
This package is valid until 02.02.

Please note that the packs are always valid for 28 days. I have credited an additional balance of 5 EUR to your account for your last Surf-Dayflats. Nevertheless, please be mindful of this in the future. 😊

Kind regards

Steffen

 

Hi Steffen,

looks like what you handled is the second issue which happened in January (thanks for that).

But what I primarily reported here is the issue which happened in October end.

I recharged for an amount and the O2 executive informed me that for the month of November and December, it would automatically deduct 9.99 Euros  from this recharged amount.

But when I checked in the end November, I saw that the entire amount got vanished as it switched to some-other plan instead of 9.99Euro plan.

Could you please check why that happened?

 

Hello @DivyaLandshut ,

I have checked your data here again.

You topped up €15 on 03.10.23. 
On 03.10. and 04.10. the Surf Dayflat was then booked at €0.99.
On 4 October you then booked the Prepaid S Pack, which costs €9.99 for the first month. 
After that, you topped up another €20 on 30 October.

And on 2 November, you booked Prepaid S Pack for the second time, this time for €12.99.
The Pack was also confirmed to you in writing (€9.99 for the first booking, €12.99 per month thereafter).
After the Pack was used up, the Surf-Dayflat was booked on 30 November, 1 December, 2 December and 5 December at €0.99. Please note that the Prepaid S Pack is only valid for 28 days.

You can also track all of this online via the app. Everything has been booked correctly here.

Best regards,
Maria

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