Confusion about cancelled SIM order – still getting emails about SEPA mandate

Hi everyone,

I’m hoping someone here can help me understand what’s going on, because right now I’m honestly quite confused.

I was told that I would get 50% off my current plan and an additional SIM card. No one mentioned a one-time fee, and in the end I decided I don’t want the extra SIM card at all.

So on 18 December, I contacted the O2 team using the online chat in my O2 login. I gave them my order number and they confirmed the order would be cancelled. I also received an email from O2 saying that the order was cancelled, and that if the SIM card still arrives, I should just dispose of it since it was never activated. So far, so good.

But today I received another email asking me to provide a SEPA mandate for the new SIM card. Now I honestly don’t know whether the order is cancelled or not. I was relaxed after receiving the cancellation email, but now I’m worried again.

I really don’t want this SIM card, and for the last few days I’ve been trying different ways to contact O2 again — which has been surprisingly difficult. I also haven’t received any response to my cancellation request emails.

Right now it feels like a bit of a vicious cycle, and I’d really appreciate some clarity:

• Is my order cancelled or not?

• Why am I still being asked for SEPA details?

• Do I need to do anything else to make sure I’m not charged?

Thanks in advance to anyone who can help.

Edit o2_Antje: Moved from Tarife to English Community / 25.12.2025

Converted the topic to a Question // 28.12.2025, o2_Rebecca