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I recharged my credits in the amount of 15 euros, and because there was an automatic renewal set up, my credits were consumed and the original plan was activated. Since I no longer want this original plan to be automatically renewed the next time I recharge my credits, I decided to deactivate this function. However, as soon as I deactivated the automatic renewal, the plan that was just renewed also ended (see the attached image for the plan that started and ended on the same day 19.10.2019). I lost 15 euros without getting to use a single MB of internet. How do I file a complain to get this credit back?

 

 

Hi @flusdles,

welcome to the o2 community, let’s see if we can find out what happened to your data pack:

I have taken a look into the matter and the My Prepaid M was booked on 19.10.19, then the renewal was cancelled and then the whole pack was deactivated just a few minutes later.

While I cannot give you your credit back, I can reactivate the My Prepaid M you paid for for the remaining time until it should have ended.
Would this be okay for you?

Best regards,
Jan.

An o2 prepaid option can be canceled either immediately or at the end of the term. However, an option never ends automatically and is halted if the balance is insufficient. If enough credit is available again, the option is automatically renewed.
Therefore, you always have to cancel an option if you do not want to use the option anymore.
If you cancel an option immediately, the money will not be refunded. This information will also appear in Mein o2 and also in the Mein o2 app.

Hi@flusdles,

welcome to the o2 community, let’s see if we can find out what happened to your data pack:

I have taken a look into the matter and the My Prepaid M was booked on 19.10.19, then the renewal was cancelled and then the whole pack was deactivated just a few minutes later.

While I cannot give you your credit back, I can reactivate the My Prepaid M you paid for for the remaining time until it should have ended.
Would this be okay for you?

Best regards,
Jan.

 

Hi Jan,

 

Yes, that would be ok with me. I guess my German is not that good, but I didn’t know that you could cancelled right away as that doesn’t really make any sense. But thank you for offering a solution!

Hi @flusdles,

thank you for your feedback, I have now reactivated your My Prepaid M pack. Keep in mind to cancel it if you don’t wish to use it after the end of its term. :relaxed:

Best regards,
Jan.

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