Hello @Raiden_0134,

welcome to our o2 Community

I am quite sure that everything with your order is okay. It is normal for the customer support that they don’t see the orders with a one-time payment in our customer database.

Have you received any further emails in the meantime?

Best regards

Giulia

Hi Guilia

Thank you responding. No, I haven't received any further communication or the order confirmation email (the second email).

I thought I'll wait for a while because I read that Sofort payments can take anywhere between 2-14 days to reflect in the receiver's account.

Kind regards

Hello @Raiden_0134,

thank you for your feedback!
Unfortunately I can't check the current status of your order right now. We can do that here in the forum, but we have to move to private messages to exchange appropriate data. There you have to legitimise yourself accordingly and we can give you the information about the order. If you would like us to do this here in the forum, please let us know. Please do not post any personal data publicly in the forum.

Kind regards
Jessica

Hi Jessica

That sounds great. We can move the discussion to private messages.

Kind regards

Great, @Raiden_0134.

You can send us a private message as follows:
I already follow you with our collective account @o2_Support. In the next few minutes you will receive a message from me on this account. To go directly to your inbox, please click here: Inbox.
Send us the following information by message: your full name, the corresponding phone number and your four-digit personal customer code.

The private messages are also processed one by one. With the weekend coming up, you may not receive a reply until after the weekend.

Kind regards
Jessica

Hello @Raiden_0134, 

I got a response from the department. There must have been a mistake. The device is not visible, so a refund of the amount has been ordered for you. A payout/transfer back can take up to 14 days. So I have to ask you for a little patience. If your money is not back in your account within the next 14 days, please contact us here again and we will take care of it!

Kind regards
Jessi 

That's great news. I really appreciate your help!

I'll keep you updated regarding the status of the refund.

Enjoy the rest of your day Jessica :)

Kind regards

@Raiden_0134 Thank you very much, we will wait for your Update.

Best regards

Steffen

Hi Steffen and Jessica

I received the refund today. Thank you very much for your help regarding this matter.

I wish you a very nice day

Kind regards