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Incorrect bank account charged

N
Rang

Hello! I’ve updated my bank account and on 04.11.2021 I received a confirmation from O2 that my banking data has been updated. On 15.11.2021 however my previous bank account was charged the monthly fee. It didn’t have any money there naturally, so I was also charged by the bank for the cancellation of the payment. The banking information in Mein O2 is correct, I checked. I’d like to get this settled and also get a compensation for the money that my previous bank charged me. How do I do that? Is there any way to file an issue report other than through the telephone support - I’ve been waiting for an hour now for the response on the phone, 2 people already said that it’s not their department that needs to handle this situation, nobody wants to take responsibility.

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Lösung von o2_Tobias 24 November 2021, 18:40

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5 Antworten

o2_Tobias

Hi @Nikita Zhuravlev, 

welcome to our English Community. Nice to meet you here. 

As I see, you already contacted us and you got a credit for the dunning fee. 

Additionally, we need a SEPA-mandate from you. Please fill out this form: SEPA 

I see that you new bank-account is already listed in our system. But in order to debit you, we just need the SEPA-form still from you. 

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.
N
Rang

Hello Tobias!

 

Thank you for the response! What do you need this form for? I see it has basically the same data I’ve provided already. Could you please check if it’s needed, because as you mentioned I already contacted the support and nobody mentioned the form there? And if yes, what do I do with it after I fill it?

 

Thank you!

o2_Manga

@Nikita Zhuravlev 

we don’t have an official permission due to SEPA guidelines. Every change of bank details has to be confirmed with your signature. In the beginning of your contract we set up a temporary mandate waiting for your signature. But we never got the form in return. So it is urgent to catch up this by now. Otherwise we have to stop debiting and just offer bank transfer as a payment method. This is quite uncomfortable for you.

Greetings

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N
Rang

@Nikita Zhuravlev

we don’t have an official permission due to SEPA guidelines. Every change of bank details has to be confirmed with your signature. In the beginning of your contract we set up a temporary mandate waiting for your signature. But we never got the form in return. So it is urgent to catch up this by now. Otherwise we have to stop debiting and just offer bank transfer as a payment method. This is quite uncomfortable for you.

Greetings

> And if yes, what do I do with it after I fill it?

 

So what do I do with it after I fill it?

o2_Juliane
Benutzerebene 7

Hi @Nikita Zhuravlev,

you can send it to us as a letter to the adress on the upper left corner

Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
Änderung Bankverbindung
90345 Nürnberg

or you send it to us via Fax. You can find the number on the upper right side of the page. :)

Greetings
Juliane

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