Hi!

o2 had a problem with its prepaid cards a few days ago. Here is the official statement (in German): https://hilfe.o2online.de/o2-prepaid-19/einschraenkungen-bei-o2-prepaid-update-guthaben-05-03-2022-587282

Packages were automatically terminated and internet usage and calls/SMS were billed separately.
The error has been fixed and the money should already have been refunded.
Have you activated the itemized bill (Einzelverbindungsnachweis) in Mein o2 before?
Can you see the refund under “Aufladungen & Abbuchungen”?
Has your pack been reactivated?

Thank you so much for your help! I had to manual reactivate my pack and it looks like some items were reimbursed. However I have three charges, “SMS-Flat”, “O2 Prepaid data pack M”, and “O2 my prepaid S”. However I do not understand why I have been charged for the SMS-flat in February, I usually only get billed for the “data pack M” and “my prepaid S”. 

I guess I will need to go to a store to get the “SMS-flat” refunded? I do not need this.

You should wait a few days, then you will get help here too. The store cannot help with this problem.

Ah, I see. I will wait then. Thank you so much for your help!

Hello @maggie12,

thank you for your enquiry and welcome to the community!
Unfortunately I wasn't as fast as tearsbeforecrying - sorry for the long wait. And thank you @tearsbeforecrying for the help and support!
I just looked you up and was able to understand exactly what you wrote. You haven't received a refund yet, I've just ordered one for you!

If you have any further questions or concerns, please feel free to contact us.

Kind regards
Jessica

Great! Thank you so much for your help! :)

Hi @maggie12 ,

you’re very welcome! :) 

Best regards,
Kurt