Double charge

Hello @Olliegrace ,

do you still have a mobile phone contract with us or did you only have the hardware contract?
When did you make the payment? Did you include the customer number in the reason for payment?
Without this customer number, the payment cannot be assigned. 
The four-digit personal customer number that is requested at the hotline is four numbers that you came up with yourself when you signed the contract. Can you perhaps still remember them?

Best regards,
Maria

Hello Maria

I only have this Contract number 1xxxxxxxx38.

I did not include the customer number for the reason of the payment, because when i went to O2 office in schwentinental. They told me to put the contract number as my reference of my payment. I just follow what they are instructing me. I paid 79€ last 23 Februar 2023.  My 4-digit # xxxx

On 1 march i was charge with 39€. Can you help me refund the amount? I already paid in full.

Thank you so much for your help.

edit o2_Solveig 06.03.2023 , 18:09 personal data 

Hello @Olliegrace ,

unfortunately, the reason for payment was not correct. The customer number should have been entered here instead of the contract number in the reason for payment. 
Can you have the amount of 79,- EUR booked back by your bank? 
In the meantime, only 39.50 EUR are still outstanding on your o2 My handy contract, which we will debit at the beginning of April. Then all instalments would be paid. 
Kind Regards, 

Solveig 

Hello Solveig,

I appreciate your help. With regards to the payment. It was the O2 personnel in Schwentinental told me to enter the contract number. I just follow there instruction knowing they know what to do, since he is an O2 Personnel. Now I am facing this problem because of a mistake entry. The reason I paid it all because I am here in the Philippines. I dont like to go home with Debt. 

I cant also booked back the amount of 79€ by my bank because I am already in the Philippines. That is the problem also. 

Can you please help me with this matter. Maybe you could arrange a refund for me. In the system you can search that the reference number was use for the pAyment. It is also deposited in the right IBAN account. There is no doubt that I paid it in full. It was not also my fault why I entered the wrong reference number. I clearly as the O2 Staff in the Office of Schwentinental. 

I would really appreciate if you could help me.

Thank you so much.

Dear @Olliegrace ,

unfortunately, your community account is not linked to any data set, so I'll write you a private message from o2_Support once.

Kind regards,

Andrea

Dear @Olliegrace ,

the incorrectly booked money has since been transferred to your customer account. In addition, it looks to me as if a chargeback of the last direct debit has already been made by your bank, because the money was debited again and a chargeback fee was charged. Did you have it reversed? Of course I will reimburse you for this fee.

Kind regards,

Andrea

Hello Andrea,

Sorry of the delayed Reply. I emailed the bank The day it was debited,  to cancel the direct debit since I paid the whole amount already. The bank had reversed it. It took to long for the bank to response. Thank you so much for your help. I hope the amount i already paid will reflect to my account. Now I am at peace. Thank you.

Hello Andrea,

Sorry of the delayed Reply. I emailed the bank The day it was debited, to cancel the direct debit since I paid the whole amount already. The bank had reversed it. 39€ has been return to my account. It took to long for the bank to response. Thank you so much for your help. I hope the amount i already paid  amounting to 79€ will reflect to my account. Now I am at peace. Thank you.

Hello Andrea,

Thank you so much. I appreciate your effort. 

Regards,

Olliegrace

Hello @Olliegrace ,

you're welcome.
Feel free to contact us again here in the community if you have any questions.

Best regards,
Maria