Direct Debit issue

If money is being debited from your account there must be areason for it, so the question is what for? Do you have a contract? A prepaid card? Have you set up a subscription for something?

To cancel a direct debit you need to send a written request to o2, but you should be aware that that won’t stop the payments from being due, so you need to find out what they are for and if necessary cancel the respective service.

I have not subscribed to anything. I have a prepaid card and have only changed my package. So I do not understand why this is happening. I hope that o2 team can help me!

It is probably happening because you have a booked a package that renews every seven days. If you canot change this yourself online you can either call customer services or wait for a moderator to look into this for you in the next week.

I have checked it is supposed to renew itself every 4 weeks. So it is really weird. I will try to call them again.

In order for your direct debit mandate to be deleted, you must contact customer support.

Call the hotline for prepaid customers (www.o2.de/kontakt) or use the o2 chat for prepaid customers (www.o2.de/chat)

In meanwhile you can stop the automatic top-ups from your bank account by yourself.

Enter the following page and uncheck all checks:

https://www.o2online.de/ecare-prepaid/automatische-aufladung

• Automatich top-up if the balance is less than
• Automatic top-up monthly
• Automatic top-up if your balance is insuffent for package booking or automatic renewing

Save the changes.

Hello @Hnde97,

welcome to the community and thank you for your request!
Thanks especially to @bs0 and @tearsbeforecrying for the quick help and support in resolving the issue!

In the meantime, have you been able to go through the steps described and solve your problem? Please let us know the current status and whether you still need support!

Kind regards
Jessica