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Hello! I have o2 Loop that i top up whenever i need (without any contract) but since a month i wasnt able to top up because i had no money. Then i received a message from Telefonica saying something about direct debit that “i asked for” But i did not! and then they put a minus 40 euros on my account.

 

really annoying situation: i didnt have money to pay for the credit, struggled without being able to call or have data hoping im saving money. And now Telefonica decided to sign me up for direct debit. on top of that they blocked my sim so i cannot make calls. and in their message they have asked to call them back to discuss the issue. i ignored their messages in the beginning because im not good with german and didnt understand what it meant. now i checked my o2 online (took me a while to get here) i need to pay 40 euros to be able to use my phone lol while i still have no money. 

 

shuld i just register the new number??

or

anyone had same issues?

 

where can i ask for a refund???

 

thanks”

Moved to Englisch Community / o2_Antje

@Levistova 

hello, what caused the 40€ costs?

where did O2 get your bank account details from?

 

The SIM card will only be activated again when the amount is paid.

This must not take too long otherwise the prepaid SIM card will be completely deactivated.

 

Before you have paid the amount, you will probably not get a new prepaid SIM card activated.

(...)
​​​​Telefonica saying something about direct debit that “i asked for” But i did not! and then they put a minus 40 euros on my account.

(...) in their message they have asked to call them back to discuss the issue. i ignored their messages in the beginning because im not good with german and didnt understand what it meant. (...)

@Levistova The company certainly didn't make up your bank details, they must have gotten them from somewhere. Furthermore, it will be difficult to claim a refund if you have ignored relevant messages from o2 before.

Hello @Levistova,

thank you for your enquiry with us in the community. 😊

The SEPA direct debit mandate has been active since August last year.

Unfortunately, there is nothing we can do about the situation in this case. Please pay the amount, cancel the direct debit mandate and then you can use your card again accordingly.

Kind regards
Jessica

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