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Why am I getting charged for minutes and sms when I specifically purchased a  Allnet Flatrate?

I am new customer to O2 and am very confused and frustrated -- I paid for Allnet Flat rate Prepaid L plan -- at 19.99 euros per month. The sales agent put prepaid 40 euro for 2 months so that it would automatically renew. 

Now I just have looked in my account and it tells me I do not have the Allnet Flat but something called “o2 Loop” which is charging me by the surf day, by the SMS, and by the minute. No wonder my balance is down to 7 euro!!! The first 28 days expires tomorrow and I will be left without a phone number and I am not about to give you more money. I need 19.99 credit to be back on the account for the next 28 days.

Please can somebody help with this problem?  Your customer service number only has German speakers. Below is a picture of the product I purchased -- it is clear I wanted something with a FLAT RATE. Thank you.

 

Why am I getting charged by the minute and SMS? Please give me back my credit for a 4 weeks Flat Rate. The Loop is not what I purchased.

Edit o2_Bianca: Moved from Prepaid to English o2 Community Mobile

Hello @Dolissa,

welcome to our o2 Community 😊

I have ordered a 20 EUR credit for your phone number. Please note that the flatrate (o2 My Prepaid L) will only be activated automatically if the card has sufficient credit (19,99 EUR). Without the flatrate, the Internet and telephone calls are charged individually against the existing credit

You will be informed by text message about the credit and the activation.

Please let us know if you have any further questions.

Best regards

Giulia

Thank you very much for helping me with this problem.

In the future, how can I change my prepaid plan? 19,99 for 13G (which O2 is now calling XL plan, not L plan) is too much for me, I have concluded. I am more interested in the 9,99 for 4GB, which at the moment, now is being called the L plan. When I bought the ALLNET card hardly six weeks ago, 9,99 for 3.5 GB was called the S plan.

This changing of plan names continues to confuse me and I don’t know if this practice is normal for O2 to constantly be changing data amounts and plan names. Regardless, I do wish to eventually change how much am paying for 28 days flat rate. At the moment you are calling this the L plan. When my 28 days are up, what should I do to move to the 9,99 version of the L plan.?

 

I look forward to your reply.

Hello @Dolissa,

I'm glad I could help you.

Our prepaid tarifs are still as follows:

  • o2 my Prepaid S: 9,99 EUR
  • o2 my Prepaid M: 14,99 EUR
  • o2 my Prepaid L: 19,99 EUR

you may have confused that with our data packages.

You can always change your plan online in your personal Mein o2 area or in the Mein o2 App.

Please also find more information in our English FAQ:

Best regards

Giulia

Hello Giulia,

 

Can you please explain the difference between a tariff and a data package? Is it a way to add more data onto a pre-existing flat rate tariff?

 

Thank you.

 

Hello @Dolissa,

you can book additional packs for your prepaid card, i.e.

Data Pack S (400 MB) for 2,99 EUR/4 weeks
Data Pack M (1,5 GB) for 5,99 4 weeks
Data Pack L (4 GB) for 9,99 4 weeks
Data Pack XL (13 GB) for 19,99 4 weeks

All data packs can be booked online after registration or via the Mein O2 app.

Best regards

Giulia

Thank you. I still don’t fully understand the concept but I’ll figure it out when I change my plan. I appreciate your help.

 

Best,

Dolissa

Hello @Dolissa,

If you can be a little more specific with your question, I can give you an appropriate answer! 😊

Kind regards
Jessi

Thank you Jessi.

 

I just am having trouble understanding the difference between a prepaid tarrif and a data plan. Doesn’t the price level for each tarrif category determine the amount of data you get each month? 

As I understand it, with any prepaid flat rate price tariff you can call for 28 days unlimited text and minutes, but the price level determines how much data you can use in that same month.

So why do I need to book more data and choose a data plan? I just know that right now I am paying too much because I am not using so much data. I want to change to a flat prepaid that is closer to 9.99 or 14.99. I do not need 13G of data. I only want to use up to 4G.

I really would appreciate an explanation of why there are two different things we have to pay for and also why you use the same letters to describe them because it can get very confusing. Thank you.

 

Dolissa

Hello @Dolissa, 

 

I think there is just a misunderstanding. The names of the packs have not changed in the past for prepaid. There have always been prepaid packs and data packs.
My colleague explained the designations to you in the previous answers. So again course:
the prepaid packs are the packs that can also be understood as tariffs. Including telephony and SMS. The data packs are, as my colleague has already written and as you also correctly guessed, additional data packages. They do not include telephony or SMS. You can book them additionally for further internet use.

My colleague Giulia wrote it down again one by one, since something seems to have gotten mixed up in how you understood our tariffs. So: Prepaid packs are always Internet + telephony and SMS, data packs only include data volume.

 

The data volumes included in the individual prepaid packs are as follows:

  • o2 my Prepaid Basic: 150 MB (+ 9 ct./ call and sms)
  • o2 my Prepaid S: 3,5 GB 
  • o2 my Prepaid M: 6,5 GB
  • o2 my Prepaid L: 12,5 GB
  • o2 my Prepaid Max: 999 GB

Giulia has already named the data volume of the data packs in a previous answer.

You do not have to have booked a data pack. This is simply optional, like everything with prepaid. You can book what you like and you can easily cancel what you don't want.

Kind regards
Jessica 😊

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