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My balance dissappeared!

L
Rang

Yesterday I charged my balance and every time I charge it, the company withdraws it. I have charged twice already. I need a solution because for months I have been automatically charged 15 euros and they have already blocked my card twice, despite the fact that I constantly charge my account.

Can you please check why that happens? 
I called the hotline twice and went to the store three times and nobody solves it. If this continues I will deactivate my chip and switch to another company. I lost 30 euros this month alone. Thank you very much.

Edit o2_Cora 08.01.24: Moved from O₂ Prepaid

5 Antworten

o2_Cora

Hello @LetiUru02,

welcome to our community :)

Do you have an active prepaid tariff? If so, which one? 

The card may be blocked due to unpaid charges, for example. If your credit was debited immediately after topping up, could it be that there were still amounts outstanding? 

Best regards
Cora

L
Rang

Thank you Cora. 
 

I have a prepaid M tariff active until the end of this month. I decided to use what I have left of my internet data and then cancel it.
In May I activated the automatic recharge but it didn't work good for me and I deactivated it. From then on, they have not stopped taking money from my account even though I had deactivated it.
I went to the O2 in my area already a couple of  times and called the Hotline three times, they all tell me they don't understand why it keeps happening. The guy at the shop said that he cancelled it but it didn’t work. The lady at the hotline erased the Bank so that they wouldn’t keep trying. I decided this month to cancel the automatic debit exit direct from the bank myself. And they keep trying so they subtract it from my balance.
Every time they have tried to deduct it they leave me with no balance so I recharge again because otherwise the sim doesn’t work and I cannot use what’s left of my data. As soon as I recharge they take it out again, this month it has happened 4 times. It shows up in my history. I don't know what else to do.

L
Rang

 

o2_Flo
Benutzerebene 7

Hey @LetiUru02,


in your screenshot it says that you have booked the L pack, not M. You can change the pack at any time. Pack L costs 15€. If you have booked the amount back once, the system will try to book the amount again. Please deactivate the packs under "My O2". Here are our FAQs about your topic:

Best regards,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo
o2_Solveig

Hello @LetiUru02 ,
did everything work with the payment and booking?
Kind regard,
Solveig 

O₂ my Service - Service, wie du ihn willst-> https://hilfe.o2online.de/o2-news-3/o2-my-service-service-wie-du-ihn-willst-536715

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