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Being charged, simcard blocked and no service

C
Rang

Hello there,

I tried to call today 2/3/2021 at 14:05 about my account being charged and no service. The customer rep. was extremely rude and aggresive when I tried to communicate with him in Englsih . My friend who speaks German, tried to help me get an explaination, but the rep.’s attitude was negative and unfriendly. I just wanted to a clear explaination why I was being charged, sim card was blocked and got no service. I am quite disappointed in the level of professionalism from your side. Please help me resolve this issue by giving me an explaination to my question. Thank you for your time

Kind regards 

 

Edit by MXP_Alex: Moved to English o2 Community

 

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Lösung von o2_Ines 26 February 2021, 14:16

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7 Antworten

MXP_Alex
Rang
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Hi @Customer20,

unfortunately, o2 doesn’t offer an English support outside of this community. But you are absolutely right, nobody should be rude.

An o2 employee will answer here soon.

Kind regards
Alex

o2_Ines

Hello @Customer20, welcome at our community. I am very sorry that you made this bad experience. I am happy to help you with your question. :relaxed:

Can you explain me this please? Is this a prepaid number and is your card still blocked? If it is prepaid, when was the last time, you charged it?

Kind regards, Ines.

C
Rang

Hello Ines,

So I accidentally activated a second package which resulted in the double charge. I set an amount that my bank could send to this o2 account which was for the 8.9 Gb package. Currently on my o2 has a negative balance and my sim card is completely locked. Please help me sort this out. I have been relying on the wifi to stay in touch with my loved ones and friends. Thank you

o2_Ines

Hi @Customer20 thank you for the reply.

Please transfer the amount so that you are no longer in the red. Your card will then be activated again.

Kind regards, Ines.

C
Rang

Hello there, 

I have already transferred the amount, however, the card is still not activated and no reception still. Please help me unlock it.

Thank you Ines

Kind regards,

o2_Tobias

Hi @Customer20, 

 

welcome to our English Community and thanks for your patience. 

 

Good that you contact us here concerning your sim-card that is still blocked, although, as it seems, all open payments are balanced again. 

 

We will check that for you and if we do not see any hindrances, we will unblock your sim-card for you. 

 

At the latest on Monday, we will come back to you. 

 

Loving greetings,

Tobias

 

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
o2_Tobias

Hi @Customer20, 

 

as promised, our special department checked the reason why your card is still blocked. 

 

Due to the outstanding claim, the SIM card was completely blocked. A reactivation is no longer possible. 

 

Please be aware of the fact that a reactivation because of an open payment is only possible if the payment is done within 38 days. As the payment was done later, your prepaid sim-card stays blocked. 

 

Of course, you can order a new sim-card with a new mobile phone number. We even can book your credit to your new card or you can transfer your credit to your private bank-account. 

 

I regret that I cannot offer you another solution. 

 

Loving greetings,

Tobias

 

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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