Esim and Overcharge

Since you don’t specify whether data or phone calls are the cause of these equally unknown charges, it’s hard to assess the situation. 
People often forget that just 10 minutes of roaming is enough to rack up nearly 60 euros in charges. A SIM card that’s actually turned off can’t incur any charges. If a foreign provider is now passing on charges to o2, then data was likely used. This happens when only data is disabled, when you switched to your eSIM too late, or when calls are forwarded to voicemail via an international number ...

Thanks for your answer. We are as unsure about the cause of the charges, the O2 app claims I have not used any data roaming outside the EU and I have not made or received any phone calls as I have completely turned off the O2 SIM line. I had also turned off roaming once I arrived at the airport, and used WiFi to acquire my eSIM at the airport. I am really frustrated and confused as I was traveling in the same place last year with the same data plan, and did not have any issues like this. 

In any case, the SIM card must have been active, because otherwise no foreign provider would be able to use the SIM number to bill o2!

The bill must clearly indicate whether (forwarded) calls or data usage are the cause.

How much was charged additionally for roaming?

According to the billing details, I was charged 42,99 in ‘Grundgebühren’ even though it should be 21,90 as per my contract. For ‘Datennutzung außerhalb der EU’ I was charged 59,48 and 17,96 for ‘Mehrwertdienste’. They had given me 21,50 ‘Guthaben’ off. Do you have any idea how to contact customer service for this? I know there is a phone number but they also charge for calling that. I won’t be back in Germany until December so I have no way of going to a physical location. They have already automatically withdrawn the amount and are projecting another large sum for next month which I simply can’t afford. Thanks for your help!

The telephone number for customer services in English (089 66 66 30 08 1) is an ordinary landline number. If you have WiFi calling active the call should not cost anything as long as you have WiFi when you call. You can also use the contact form: https://www.o2online.de/service/kontaktformular/

https://www.o2online.de/service/beschwerde/   also English speaking hotline

recommended:

https://www.o2online.de/service/kontaktformular/  espeacially for such problems

You have clearly and demonstrably used data. This means the SIM card was active, and data roaming wasn’t even turned off. This can easily happen due to user error. However, this cannot be disputed, since the provider apparently provided your SIM card with data up to the legal cap.

You can only prevent this problem in the future by configuring your device correctly. Best solution: Turn on Airplane Mode and then enable only Wi-Fi.

Hello ​@vickster,

welcome to our o2 Community 🙂

I could take a look, the discount of 21,50 € for your contract is still active.

Hpow data usage outside of the EU can be billed Klaus_VoIP explained very well.

The 17,96 € Mehrwertdienste are for a o2 Music Abo, did you order and use this?

Otherwise we can also end this for you.

Best Regards,

Gerrit