Concerning about high charging over my prepaid sim card

Hello ​@yadaaaaa.x,

welcome to our o2 Community 🙂

I could take a look, the 30 € you transfer are accounted for, it might be that there was a lag in your customer account so that it has not been shown then.

Have you checked today?

Best Regards,

Gerrit

Hello,

I would like to ask for a detailed explanation of the charges on my o2 Prepaid S account.

According to my payment history in the app, on 08.05.2026 I topped up my account with 20 euros. Normally, the monthly fee for my o2 Prepaid S plan is 9.99 euros, so I expected that after the May fee was deducted, I would still have around 10 euros left for June.

However, when I checked my balance yesterday, I saw that my account was –17 euros. Because I did not want any problems with the June renewal, I topped up again with 30 euros. Now my current balance is 12 euros.

This means that for May I effectively lost 37 euros (10 euros normal monthly fee + 27 euros more), but I do not understand what the remaining amount was charged for. I also see entries called “Rücklastschrift” and “Rücklastschriftgebühr” in my payment history, but I never received any clear email or information about these charges.

Could you please:

1. Explain in detail how my balance went from +20 euros on 08.05.2026 to –17 euros before I topped up again.

2. Clarify why the total charges for May appear to be 37 euros instead of the regular 9.99–10 euros.

I will look forward to hearing from you.

Thank you.

Good morning ​@yadaaaaa.x 🙂

You can also view your individual call details online in your prepaid account. There, you should be able to see exactly what was charged - unless it involves additional packages you purchased. Of course, this could also be related to chargeback fees, among other things, if we were unable to successfully debit your account 🤔

Thank you for your response.

First of all, I would like to report that I previously tried to contact O2 via phone. The agent asked me to hold, but I was left on the line for over an hour without anyone returning to help me.

Regarding the charges, I would like to clarify that I have never purchased or used any additional packages on my account.

Furthermore, I have attached a screenshot as evidence to show that this is not related to any chargeback fees. Your system already successfully debited my account for May, so there should be no chargeback issues. However, there is still an additional unexplained deduction of around 28 euros from my account.

Here is a Proof of high charging. 

Could you please double-check my account details and specify exactly what this ~28 euro charge was for?
 

Thank you,

Yada

It seems the 10€ you tried to charge via your bank account got refused form the bank. O2 was not able to get the money from the bank (maybe insufficient balance). Therefore the amount you tried to charge (-10€ Rücklastschrift) and the service fee for not being able to get the money (-4€ Rücklastschriftgebühr) are in your statement. It seems this happened several times. 

"Thank you for the explanation.

Based on your calculation (10€ + 4€ = 14€), a total of 28€ means this happened exactly twice.

My questions are:

1. Why did O2 attempt to charge my account two times for the same thing? Please clarify why the system made duplicate charging attempts.

2. How can we resolve this issue, and will I get a refund for these incorrect charges?

I look forward to your explanation on how to fix this.

There are two possible root causes from my point of view:

1. you had/have enabled automatic top up from your bank account “Lastschrift”. If your account does not have sufficient balance, O2 will automatically try to get money from your bank account.
    
2. you tried to manually top up your account via “Lastschrift” (I assume this is the way that is shown on your screenshot)

On either ways, O2 was not able to get the money from the bank account you have registered in your account. The charges are not incorrect if O2 was not able to get the money. 

Hopefully a moderator can have a look into your account and clarify the situation. 

Hello ​@yadaaaaa.x ,
on 1 May 2026, you topped up your account twice with 10.00 € each time.
On 8 May 2026, the cost of the o2 prepaid contract, amounting to 9.99 €, was deducted from this balance.
On 9 May 2026, both 10-euro transfers were reversed because there were insufficient funds in the account. 
In addition, a return debit fee of 4.00 euros was charged for each of the two transfers. 
On 1 June 2026, the account was topped up again with € 20 and € 10. 
Of the € 30, the costs for the o2 Prepaid S Packs from May and June were then paid. 
In addition, the return debit fees of € 8 were charged. 
You now have a remaining balance of 2.04 €. 
Kind Regard, 
Solveig