Last month I ordered a phone through my o2. And this month i was charged twice. Once on august 5th and again on august 7th.
I don't understand what to do
Edit o2_Giulia: moved to English o2 Communitiy Mobile
Lösung von o2_Tobias
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- 11666 Antworten
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12 August 2020
Hi
welcome to our English community. Nice that you contact us here concerning the charges.
Was the charge the same amount, or were these different amounts?
Please note that you are charged for your tariff according to your monthly invoice (please see your invoice here: http://g.o2.de/rechnung-aktuell) and additionally we charge you with the hardware-rate according to your hardware-invoice that you got after delivery of your device. Please see all information concerning your hardware-rates here: http://g.o2.de/handyinfo
I hope that the charges become clearer to you with this explanation.
Loving greetings,
Tobias
Yes the charge is same also it says the same thing on my invoice. Please check my account and if you need any further information let me know.
- 11666 Antworten
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13 August 2020
- Lösung
Hi
thanks for your reply.
I just checked your details. It is concerning your o2 My Handy-contract. You payed the amount and at the same date we debited the amount from your bank account.
We will just leave the credit of 38 € for the next month.
In order to avoid double payments, please fill out a SEPA-mandate for us: http://g.o2.de/sepa-formular for both your o2 my Handy-contract and for your tariff. As soon as you get then a confirmation of the direct debit, you do not need to transfer the payment yourself.
Thanks a lot.
Loving greetings,
Tobias
So that means i wouldn't have to pay next month's instalment?
- 11666 Antworten
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13 August 2020
Hi
yes, that´s true. As you already payed 2 rates this month, you do not need to pay the rate for your device at the beginning of September.
That´s practical, isn´t it? 
I hope everything is clarified for you now.
By the way, do not miss the event today with Matthias Schweighöfer at 8 p.m. You have the chance to experience him by live-streaming from your home. You are welcome! 
Loving greetings,
Tobias
Hi there,
As discussed in the previous conversation, I was charged twice. However on august 25 i was again charged 45,36. I know this charge 2was due, however, my account supposedly have 38 euros credit.
But my account didn't have sufficient balance for obvious reasons. I was charged 1,50 euros for not having the required money.
My point is why was i charged the whole amount and not only the remaining amount which should've been about 7-8 euros. And why charged me extra 1,50 euros when its clearly your FAULT!!!!!!
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- 38936 Antworten
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28 August 2020
Because you only paid twice for the phone and not for your tarif !(!!!!!) What does your phone cost and what does your tarif cost?
Read the conversation above before speaking please......
My account has 38 euros credit. It was supposed to be deducted from that
Benutzerebene 7
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- Profi
- 38936 Antworten
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28 August 2020
Read the initial answers you were given before replying please…..
You do not have 38 Euros credit for your mobile tarif, you have 38 Euros credit for your phone. You have two separste contracts, two separate accounts, and two separate debits each month. The 38 Euros are in the account for the phone, so you will not have to pay an instalment for the phone this month.
But when i signed up for the package. It stated one time down payment 58 euros.
Following month 38 euros. Then 45 monthly. Why am I getting charged 38 per month, I wasn't communicated the following terms.............
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- 38936 Antworten
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28 August 2020
That is why I asked what your phone costs and what your tarif costs. The total amount for both contracts should add up to what you expect to pay altogether. Also look at the invoice for your mobile tarif. Did you maybe have extra costs this month?
It says about 45 euros including device+tariff.
If it's possible can you please look into my account and let me know whats wrong?
Benutzerebene 7
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- Profi
- 38936 Antworten
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29 August 2020
I can't as I am also a customer and have no access to your account. Did you look at the invoice? In particular page 2 is important as it lists everything you have been charged for. You can post a screenshot here if you don't understand it. Just make sure you remove any personal data first.
- 11666 Antworten
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31 August 2020
Hi
what
You have + 38 € as credit for your device Samsung Galaxy S20 128GB, GREY+TAB A 8.0 WIFI. You can see this also at “Mein o2”: http://g.o2.de/handyinfo
The open amount is for your tariff. The amount includes also the one-time activation fee of 39,99 €. You can see everything in your bill when you look here: http://g.o2.de/rechnung-aktuell
We do not combine the credit of your device with the open amount of your tariff. Therefore, you now have 2 possibilities:
- I have the possibility to transfer the credit of 38 € to your account number for your tariff, or
- You just pay the open amount for your tariff. Please make sure that you write the correct customer account number as “reason for transfer”.
Please let me know your decision.
Loving greetings,
Tobias
So basically, I have to pay 38 euros plus 45 euros per month?
- 11666 Antworten
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2 September 2020
Hi
thanks for your reply.
No, the basic fee of your tariff is only 6,99 € plus the rate for your Samsung Galaxy S20 128GB, GREY+TAB A 8.0 WIFI of 38 €. So altogether, you made a contract for 44,99 € including your device.
Your first bill is only higher because of the activation fee of 39,99 €. Just check your bill under the link: http://g.o2.de/rechnung-aktuell There, you find on page 3 the position “Einmaliger Anschlusspreis - 15.07.2020” of 39,99 €. This is the activation fee that is only once charged at the beginning of your contract.
I hope I could help you to understand your bill now.
Loving greetings,
Tobias
Yes, i understand that now.
Can you please transfer the credit to my account so that i would only have to pay the extra rather than the whole bill again.
Thank you so much Tobias. That was really helpful.
- 11666 Antworten
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3 September 2020
Hi
thanks for your reply.
I just checked your open amounts again. The credit of 38 € was used for the hardware-rate of 1st September 2020.
So, a transfer to your tariff-account is not possible anymore.
Can you therefore pay the complete open amount for your tariff? Thanks a lot.
Loving greetings,
Tobias
Sure I will transfer the payment today.
But can you please explain what's the hardware-rate for my device? And how many hidden charges are going to be there in future?
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- 38936 Antworten
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4 September 2020
The German word Rate means instalment in English and is the monthly payment for the phone you purchased. There are no hidden charges, just the ones in your contracts.
Thank you so much
I understand better now :)
- 11666 Antworten
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4 September 2020
Hi
thanks for your cooperation. We look forward to your payment. This can take 3-5 days until we see your payment in our system.
Thanks to 
Have a nice weekend.
Loving greetings,
Tobias
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