Being charged, simcard blocked and no service

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

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.

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.

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

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,

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

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