Invoice for order that was never delivered

Hello ​@mayankuser ,
welcome to our o2 Community 😀
I am sorry if there has been a misunderstanding here.
Unfortunately, we do not have access to your data here in the Community, as you are logged in with a prospective customer login.
Please contact the hotline or chat.
Our English-speaking postpaid and landline support for you:   089 66 66 30 08 1  (Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays)
Thank you. 🌸
Kind regards, 
Solveig 

Hi ​@o2_Solveig , I spoke to the English speaking support and they refused to refund and asked me to go to the store to get a refund. This is very unfortunate that the sim does not get delivered and I keep getting charged for it, and doesn’t make sense to go to the store and ask them for a refund for something I ordered online.

I sent a cancellation request today but can you also process the refund? The phone number to be cancelled (the one that was never delivered) and refunded is 49176xxxxx390.

Thank you. 

Edit o2_Kathi 08.10.25 Phone number obscured for data protection reasons

​@mayankuser Please do not share any personal information here, such as your phone number. I have abbreviated it for you to protect your data.

Unfortunately, we do not have access to your data from here, as your community account is not linked to your customer account. That's right, in the shop you can only complain about contracts that were concluded there. If you would like to cancel or request a refund, please send us a brief but specific request using our contact form.

​@o2_Kathi Thank you for abbreviating the phone number, I assumed since I never received the number it would be fine. Apologies. 

I have filled in the form and will hope for the best.

​@mayankuser Thank you for using our form. I hope you receive a response soon and that your request and concern can be resolved to your satisfaction