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my data pack renews itself without my permission

  • December 24, 2025
  • 11 Antworten
  • 94 Aufrufe
G
Besucher:in

Hi,

I didn’t set up SEPA payment in my O2 app or in the web. However, my data pack has been renewed again just few hours ago without my permission. There is no money in my app. It will take it from my bank account in the following days. I tried to deactive it before the renewal and also after but I couldn’t find such an option. Also, there is no SEPA payment for O2 in my banking app. I have checked it again and again. I don’t want to pay for something that I am not using. Please, help me to cancel it. 

Lösung von o2_Giulia

Hello ​@Ginny_5,

we must have received your bank details from you at some point, so it appears that a direct debit payment was set up some time ago. Otherwise, we would not be able to debit your account.

Normally, it should be possible to stop it in the app and in Mein o2 as well: 

If you are still having trouble there, please contact our customer support again tomorrow.

Best regards

Giulia

    11 Antworten

    Bumer
    Legende
    • BumerLegende
    • December 24, 2025

    Contact the prepaid chat on Saturday.

    o2 Prepaid-Chat

     

      G
      Besucher:in
      • Ginny_5
      • Autor
      • Besucher:in
      • December 24, 2025

      Thank you for your answer. Can I chat with customer support in English?

      Bumer
      Legende
      • BumerLegende
      • December 24, 2025

      Yes.

        o2_Rebecca
        • o2_RebeccaModeratorin
        • Moderatorin
        • December 28, 2025

        Hello ​@Ginny_5 🌻

        It shouldn't be possible for a debit to be made without a SEPA mandate, i’m sorry this is happening. Have you already contacted the prepaid service and been able to clarify this?

        Kind regards, Rebecca

        Immer informiert bleiben ➝ https://g.o2.de/News
        G
        Besucher:in
        • Ginny_5
        • Autor
        • Besucher:in
        • December 28, 2025

        Hi,

        thank you for your answer. Unfortunately, I couldn’t contact the prepaid service yesterday, so my problem hasn’t been solved yet. I have been using my prepaid for almost a year and half, and it never renewed itself because there was never enough money in the app. I have always topped it up and renewed it manually. However, for the past two months, it has been renewing itself. If you want, I can upload all the messages sent by O2.

        o2_Rebecca
        • o2_RebeccaModeratorin
        • Moderatorin
        • December 30, 2025

        Hey ​@Ginny_5 ,

        You don’t need to upload the messages, i believe you 🌼

        You said that you had no option to stop the direct debit in Mein o2. Which category in Mein o2 did you check for that? Did you check your personal data in Mein o2?

        Kind regards, Rebecca

        Immer informiert bleiben ➝ https://g.o2.de/News
        G
        Besucher:in
        • Ginny_5
        • Autor
        • Besucher:in
        • December 30, 2025

        I checked all available options in my account both in the Mein o2 app and on the web version. However, I could not find any option to stop or cancel a SEPA direct debit. 

        Since both the website and the app are in German, this was the best I could do to locate and attempt to stop any possible direct debit.

        My assumption is that this option does not appear because no direct debit authorization was granted from the beginning, which is why I am unable to stop it.

        As a final step, I also checked my bank account, and there is no SEPA direct debit shown for o2. Thank you 🌸

         

        o2_Giulia
        • o2_GiuliaModeratorin
        • Moderatorin
        • Lösung
        • January 4, 2026

        Hello ​@Ginny_5,

        we must have received your bank details from you at some point, so it appears that a direct debit payment was set up some time ago. Otherwise, we would not be able to debit your account.

        Normally, it should be possible to stop it in the app and in Mein o2 as well: 

        If you are still having trouble there, please contact our customer support again tomorrow.

        Best regards

        Giulia

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          G
          Besucher:in
          • Ginny_5
          • Autor
          • Besucher:in
          • January 6, 2026

          Hello,

          I had already checked that section and couldn’t see a direct debit authorization. Right now, it looks like this:

           

           

          Bumer
          Legende
          • BumerLegende
          • January 6, 2026

          but for top-ups via SMS.

            o2_Daniela
            • o2_DanielaModeratorin
            • Moderatorin
            • January 12, 2026

            Hello ​@Ginny_5,

            I wanted to check in with you to see how things are going. Did the answers help you, and have you been able to delete the SEPA mandate in the meantime?

            If you have any further questions, please let us know.🙂

            Best regards
            Daniela


             

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