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Got charged roaming costs even though I purchased a package beforehand.

  • February 27, 2026
  • 7 Antworten
  • 51 Aufrufe
Z
Besucher:in

Unfortunately, I feel so let down by O2. 

On the 31st of January I called English hotline and purchased an international data roaming package and when I landed in Turkey I turn on my data to use my package but instead I was charged immediately with 60 euros which is the roaming limit that was currently active. Afterwards it was blocked for me to use even the package that I purchased.

From what I understood the problem was the package I  purchased was supposed to be active on midnight, not immediately. and this was not communicated with me during my call with the hotline service. 

Now when I call the hotline service again and they investigate this told me that they see that I call them on 31st of January but they cannot confirm if they data is purchased which is not helpful at all why the conversations are being recorded if they will not help these kind of situations where customers are not able to get a proper service and pay extra for nothing? On top of that they are calling me that my roaming package was activated on 14 of February during this time I was at Turkey and I never called O2 I only call them on 31st and if my data is only activated at 14th of February, than how this can be my fault and not yours? 

The other issue is when I previously called the hotline service one of your colleagues told me that when I received the invoice I should call them back so they can file a report and only after that we will see if it will be possible for O2 to compensate the money back but when I call this time they clearly say there is nothing we can do about this you didn't purchase anything. 

 

As a student, to pay 60 euros for o2 s own mistake really hurts. Feel so disappointed. 

 

edit o2_Manga: verschoben von o2 Mobilfunk: Vertrag & Tarife zu Englisch: Mobile

7 Antworten

Bumer
Legende
  • BumerLegende
  • February 27, 2026

Your information is contradictory. I would suggest asking in the chat if they can refund your cost protection.

https://www.o2.de/kundenservice-chat

Use the link with the Edge browser.

    Z
    Besucher:in
    • Zenisfrauded
    • Autor
    • Besucher:in
    • February 27, 2026

    You should always elaborate if you make such claims. What is contradictory? 

    bs0
    Legende
    Forum|alt.badge.img+46
    • bs0Legende
    • Legende
    • February 27, 2026

    On what date did you book the pack and on what date did you activate mobile data in Turkey? Did you receive confirmation of the booking from o2 (email or text message)?

    In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
    Bumer
    Legende
    • BumerLegende
    • February 27, 2026

    ​@Zenisfrauded 
    Your time statements are contradictory, for example. Have you already been in the chat?

    Z
    Besucher:in
    • Zenisfrauded
    • Autor
    • Besucher:in
    • February 27, 2026

    ​@Bumer Nothing I said is contradictory. What is your agenda here? 

    I said:

    I called them on 31st of January to purchase. 

    Today, when I call them: They said, they see my call on 31st January in their logbook. 

    The second date mentioned is 14th of February, which customer support claims my roaming pack was activated. 

    Which is something doesn't make any sense. That's what I am complaining about too. I purchased at 31st January and they activated it at 14th February. 

     

    No explanation at all. 

     

    Now, I ask you, What's your agenda asking these manipulative questions? 

    Or did you simply couldn't grasp what you read? 

     

    Z
    Besucher:in
    • Zenisfrauded
    • Autor
    • Besucher:in
    • February 27, 2026

    ​@bs0 hi, thanks for your answer. 

     

    I booked on 31st of January, on a hotline call. 

     

    Today I called the hotline again, they told me they could see my call at 31st of January, but they can't confirm the purchase. 

    On top of that, they said my roaming package was activated on 14th of February. 

    Couldn't really understand why this happened and how it's my fault...

    o2_Giulia
    • o2_GiuliaModeratorin
    • Moderatorin
    • March 1, 2026

    Hello ​@Zenisfrauded,

    welcome to our o2 Community 😀

    Thank you for contacting us regarding the roaming charges.

    I've reviewed your contract, and there's no record of a roaming option being booked on either January 31, 2026, or February 14, 2026.

    If you had booked a paid package, you would have received confirmation via email.

    Therefore, the usage occurred without a valid package. Unfortunately, a refund is not possible in this case.

    Best regards

    Giulia

     

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