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DOUBLE CHARGED for 1 phone

S
Rang

Hi, I recently bought a brand new phone at an O2 store, but I was charged twice for the same item. At the time of purchase, the O2 representative thought the first attempt to pay for the phone with my debit card was unsuccessful and so I had to try again. It appears that the first and second attempt were both successful and I was double charged in the end. I do not speak any German, and I am new to this country and cell phone company and have been incredibly frustrated with the fact that I’ve been charged twice but cannot call to talk to someone about it or email a customer service team member about this issue and have now resorted to this online forum. Also, unlike banks in my home country where a bank can dispute their customer’s issue on their behalf with the vendor -- I was informed by my local bank here that I needed to deal with this issue directly with the vendor (O2). I tried calling the customer service hotline -- but without any working knowledge of German -- I was unable to talk to a representative about my issue. Getting charged for an additional phone is not cool in the best of times, but being double charged for a phone currently is especially not ideal. I know that it is a difficult time for everyone and that the O2’s team’s capacity is limited right not, but any assistance would be greatly appreciated. Thanks. 

4 Antworten

o2_Michi

Hi @SKMZ ,

 

welcome to our community and sorry for the delayed response.

 

Did you buy your mobile via an “o2 My Handy” credit plan? Was the same amount deducted from your bank on the same day?

 

Best regards,

Michi

 

S
Rang

Hi Michi, 

No problems for the delay - it is a tough time for everyone. Thanks for getting back to me.

 

To answer your questions, no, I did not buy my mobile via an “O2 My Handy” credit plan. I paid for the phone in full of 181 Euros. And yes, the second charge 181 Euros occurred on the same day. 

 

I do also want to mention that my husband also purchased the same phone, in full (181 Euros) on the same day. We have a joint bank account, but we completed each transaction separately. So, I was charged twice for one phone (and had the experience of my debit card initially thought to have been rejected as I mentioned in my earlier post), while my husband purchased his phone, in full and was successfully charged only once.

 

So to recap, our bank account was charged three times, at 181 Euros, for only two phones. We did not purchase our phones through the “o2 My Handy Plan.”

 

If someone from O2 who speaks English could reach out to me, I am happy to provide the O2 store details as well as the date/time of the transaction so you can review your accounting logs or the store’s video camera to verify my experience and hopefully credit me the duplicate charge committed by accident. 

 

Thanks,

SKMZ

o2_Tobias

Hi @SKMZ,

 

thanks for your message.

 

I regret that something went wrong with the debit of your device.

 

In order to check everything, I still need some details from you. Therefore, I wrote a private message to you via @o2_Support. Please reply there.

 

Thanks a lot.

 

Loving greetings,

Tobias

 

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
o2_Tobias

Hi @SKMZ,

 

could you already clarify your issue?

 

If not, please reply to my private message at @o2_Support. Otherwise, I cannot check the details.

 

Thanks a lot for your cooperation.

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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