Money is deducted but recharge not recieved

Hi!

Did you use Expressaufladung?

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

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

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.

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.

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

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.

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

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

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.

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

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.

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

Hello All,

Thanks for the help.

Finally, I got the refund.