Billing Discrepancy for SIM Traffic Plan – Request for Resolution

Hello ​@virat,

welcome to our o2 Community. 😊

First of all I would like to remind you not to post any personal data here. This is for your protection.

It's not nice to read that something is wrong with your invoice. We can certainly take a closer look at this. I have a few more questions to start with

What exactly is the name of the contract you wanted to sign?

What does your contract summary say about the price of the tariff?

Did you conclude the contract in a store?

Kind regards, Lea

Good evening ​@virat 🙂
Have you been able to clarify your questions with us via another contact channel in the meantime?
Please give us feedback here if you like.
Have a nice evening

Kathi

Subject: Incorrect Billing – Urgent Resolution Required

Dear O2 Customer Support,

I ordered a SIM card in December 2024 through Check24 (Order No. 390XXXXX – Mobile Unlimited on Demand). I received the SIM card (Number: 01768470XXXX) within two weeks and started using it. However, I quickly noticed slow data speeds and contacted customer support. I was informed that there was a technical issue with the SIM card and that a replacement was necessary.

I agreed to the replacement, and O2 dispatched a new SIM card. Since activating the replacement, the speed and performance have been satisfactory. However, starting in January 2025, I noticed that O2 has been charging me for two SIM cards under the same customer account (Customer No.: 61096XXXXX). Upon checking my invoices, I found that both numbers were active under my account, leading to double billing.

This is unacceptable, as I have only been using the replacement SIM card. The original SIM card was discarded in December 2024. It appears that, instead of replacing the existing SIM, customer support mistakenly activated a new one without informing me.

Here are my invoice details for reference:

• December 2024 – Invoice No.: 1145XXXXXX/08
• January 2025 – Invoice No.: 1167XXXXXX/08
• February 2025 – Invoice No.: 1212XXXXXX/08

I kindly request that O2:

1. Cancel the additional number that was activated by mistake.
2. Ensure I am only billed for the original number I ordered in December 2024.
3. Issue a refund or adjustment for the excess charges incurred due to this error.

Please confirm the resolution at the earliest. I appreciate your prompt attention to this matter.

I dropped two emails also which is provided by the customer support but no one replied to it yet. 

Hi ​@Singampalli 

welcome to our community. Nice to meet you. 🙂

Unfortunately we don’t have any access to your customer data as long as you signed in with a interested party login. 

It seems there was a misunterstanding concerning the second SIM card. If you are billed twice for the same conditions you got a partnercard but not a swap SIM. A swap SIM is charged once with 34,99 EUR and the phone number remains the same. 

So please send a complain to our contact form if the order was wrong. My colleagues will take care of you. 

Greetings

Manga

Hello O2,

I have submitted my complaint through the contact form.
Thank you for your prompt response.

I look forward to having this issue resolved as soon as possible.

Best regards,

Hey ​@Singampalli,

nice to hear, then someone should check on your billing and fix this asap.

Please let us know, if everything works out fine, and the issue gets resolved. Otherwise we can help you further. 

As my colleague mentioned, we can not look into your customer data as you are logged in into this forum with an interest-account. If you have complains in the future, you can also register an account with your O₂ contract connected to it, then its easier for us to take a look into your data and we may help you instantly. This is meant just as a hint 😄

Have a good weekend, regards,
Paul 

Hi Paul,
The issue is still not resolved. I received an invoice for €74.98, which I have already paid.
However, it looks like I’ve been charged again for two SIM cards. I don’t understand why, as I only ordered one SIM card and currently have only one active SIM card with me.

Could you please look into this?
My original bill is 41.49€ 

Best regards,
 

Hey ​@Singampalli,

as mentioned earlier i havo no access to your data, since your community account is not linked to your O₂ contract. Therefore the contact formular seems to be the best option, or you create an account in our community, which is linked to your contract and write here so I can have a look into it. 😊

At the moment it looks like your complaint just has not been fixed by now. If you reached out to us via the contact form, you received a notification by email, that we received your message? If so, it just takes some time until this is fixed. 

Anyway I can recommend using a community account, which is linked to your O₂ contract, then I can look for you if everything is going how it is supposed to 🙂

Hello Paul,

I have linked my email to the community account as well.
If you're still unable to find it, here is my email: XXXX. and coustomer account no.- Kundennummer: XXXX

Looking forward to a prompt solution.
Thanks!

Edit: o2_Paul: removed personal information

Hey ​@Singampalli,

unfortunately your account is not linked with your contract, this must have happened when you created the account by clicking “register as a mobile customer”:
 

We cannot use your data written here, since this is a public forum it is not allowed to share it on this way either, this ist why i have edited and hidden it in your answer by now.

Please make sure to register with an account on this way. Have you received an answer to your message written via the contact form? 😄