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Money is deducted but recharge not recieved

W
Rang

I have done recharge to my prepaid O2 using credit card.

Money is deducted from my credit card also receive confirmation of money deduction. But I do not received the recharge from O2.

I have already ask my credit card company they said from our side money is given to O2. Please check with O2 why they does not performed the recharge.

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Lösung von Anonymous 2 December 2019, 17:21

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15 Antworten

A

Hi!

Did you use Expressaufladung?

W
Rang

Hi!

Yes, I have done the recharge using express charge.
In my o2 prepaid mobile app by following the below steps I have done the recharge.
Guthaben->Weitere Auflademöglichkeiten-> 15€ aufladen -> Zuhlungsart auswählen -> Kreditkarte

I have already verified from Kreditkarte company the transaction is approved from there side.
I request you to help me with this issue.

Thanks in advance

 

o2_Tobias

Hi @whatsmynumber,

 

welcome to our English community.

 

When did you do the transaction? Please note that it can take a few days until the credit appears on your card.

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
W
Rang

Hi Tobias,

 

Thanks for reply.

The transaction is done on 23rd Nov 19.  

 

I have also checked with the credit card today but do not receive the amount yet.

Please revert me for more info.

 

Thanks.

A

If you use Expressaufladung, the charge should actually be visible as credit the following day.
There may have been a problem.
The transaction will be carried out by Alphacomm Solutions B.V. You must contact the service provider directly.

o2_Tobias

Hi @whatsmynumber,

 

thanks for your quick reply.

 

On 24th November we received a credit of 15,00 €.

 

But the amount was reduced by 9,99 € on 25th November because your pack “o2 my Prepaid S” was prolonged.

 

I hope the information helped you to clarify the matter.

 

Loving greetings,

Tobias

 

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
W
Rang

Hi Tobias,

Yes, you are right. But I guess there is little confusion Let me explain to you.

I have done two transactions:

  1. On 23rd Nov I have done the transaction for which I have charged the amount of 15€  for my credit card but not received the credit in o2. → For this, I am writing these queries.
  2. On 24th Nov, I have done recharge again of 15€. This time the transaction is successful I have received the credit in o2. → This transaction is ok.

I request you to please check and revert me for more info.

Thanks.

 

W
Rang

Hi @TBCMagic ,

 

How I will contact the service provider?

I have already called on the number +49 176 88855282. → They said contact to o2 shop for your query.

I visited o2 shop →  they said we do not work for prepaid you must contact them over the phone or by post.

 

Hope you understand my situation.  and help me with this.

Thanks

o2_Tobias

Hi @whatsmynumber,

 

oh, I see. So, you made 2 transactions.

 

In this case, I would suggest that you contact your bank in order to get the amount back from your credit card.

 

I have no other solution for you.

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
W
Rang

Hi @o2_Tobias ,

 

I have already contacted the bank.

Bank(Credit card ) is saying the transaction is approved from there side. They have also provided me the transaction number and details. They said contact to o2 for your money refund.

 

As I have written already 

I have already called on the number +49 176 88855282. → They said contact to o2 shop for your query.

I visited o2 shop →  they said we do not work for prepaid you must contact them over the phone or by post.

 

Now I am feeling helpless and not able to understand whom I need to contact.

Thanks.

o2_Tobias

Hi @whatsmynumber,

 

thanks for your reply.

 

Please send a copy of your transaction together with all details including the transaction number to the following address:

 

Telefonica Germany GmbH & Co. OHG

Kundenbetreuung 90345

Nürnberg  

 

I hope we can help you then.  

 

Loving greetings,

Tobias

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
A

You will find the necessary informations here:

 

or contact Alphacomm directly: https://www.alphacommsolutions.com/

(Press on the upper right corner “Contact”)

 

 

W
Rang

Hello TBCMagic,

As per your suggestion, I have connected:  https://www.alphacommsolutions.com/.

Also, send a mail with my queries. They reply with following information.

 

 

They are agreed that they have received money and they will refund.

But this mail I get on 6th Dec and still they does not provided the refund.

I have already send mail again to them but not get any answer yet.

Could you please help me with this.

Thanks in advance.

A

Did you call the hotline?
The call is free if you use the number in the screenshot (0800-)

W
Rang

Hello All,

 

Thanks for the help.

Finally, I got the refund.

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