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Dear O2 Team,

 

There seems misleading/incomplete/gap in recharge information given in the Mein O2 app (from smartphone) and that in the website when logged in through a computer (desktop/laptop).

 

I made a recharge of ‘o2 my Prepaid S’ that was priced as 4.99 Euros in the Mine O2 app (in the smartphone). On expiry of the validity of the plan (after 28 days), there was insufficient balance due to which the previous recharge of ‘o2 my Prepaid S’ was waiting to be recharged after there was enough money in my account. The price of the plan ‘o2 my Prepaid S’ was still showing to be 4.99 Euros in the app (from the smartphone). Thus, I made a recharge of 10 euros. Then I saw that 9.99 euros has been deducted from my account balance!

I was surprised, and then checking meticulously, THERE WAS INFORMATION DIFFERENCE found in the website and the app from the Smartphone. In the website, it was written that ‘Einstiegerprise’ is 4.99 euros and ‘Folgendepreis’ is 9.99 Euros. WHY IS THIS INFORMATION NOT SHOWN IN THE APP? This is misleading for a customer. I would not have proceeded with the recharge as first of all, O2 network for data is not that good once I go out of the city and that there are WiFi available more often these days.

 

So, I ask O2 team what is their say on this situation? As a customer what can I expect?

 

-Anindya

 

Edit by o2_Katja: Moved to our English Community

Hello @anindya448,

as a gesture of goodwill, I have just topped up your prepaid card with €5. Can you send us another screenshot from the app? Then we can forward the wrong ad directly.
For further top-ups, bear in mind that the corresponding tariff will then cost €9.99.

Kind regards
Jessica :sunflower:

Hello Jessica,

 

Thank you so much for this gesture. Being a customer, it helped boost confidence further on the company as well as the fast customer service.

I am attaching the screenshots of o2 prepaid L/M/S and in all of these the ‘folgendepreis’ information is missing in the details. For, e.g. - my prepaid M is 7.49 euros for the first time and next recharge is 14.99 euros (which is not present in the app). Hope this is updated in the app.

 

Thanks!

Anindya

Hi @anindya448 

thank you for the submitted screenshots but there is no mistake just a misunderstanding. 

We have a promotion in the o2 App for new customers booking the My Prepaid S,M,L for the first time. You get a 50 % discount for the first payment automatically which is valid for 28 days. Afterwards the package is charged with the normal fee shown in the advertising. So there is no mislead in the app. But thank you for paying attention to this matter.

Greetings

 

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