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Hello, 

I was subscribed on PrepaiedS on mobile# 0176xxxxxxx8 but suddenly I found another tariff added named Loop and the price of my tariff increased without any notification.

While trying to unsubscribe from loop I found the main tariff unsubscribed an even no refund added to my credit as I was just renew the package.

So, My questions now are as below:

1- Why the fees of my main tariff increased without any notification of approval from my side?

2- Why a new tariff added (loop) added without any notification or approval from my side?

3- Why i am not able to unsubscribe from new added tariff (Loop)?

4- Why the fees of prepaidS not refunded after unsubscribe from it by mistake?

BR

Marian

edit Thomas3 : anonymized phone number, public forum, data protection
edit Thomas3 : Post moved from O₂ Prepaid to English O₂ Community / Mobile

Hi!

Loop is your basic tariff (9 cents per minute / 9 cents per SMS / 0.99 euros per day and 30 MB internet if no internet package is booked). o2 my Prepaid S / M / L are additional options.

You cannot cancel your basic tariff, you can only cancel additionally booked packages.

  1. With the first booking and for 28 days, o2 made a special "50% discount" offer for the o2 my Prepaid S / M / L packages. If you book the package again or you doesn´t cancel the package for automatic renewing, you have to pay the normal price.
  2. o2 Loop is your basic tariff and is activated when you have activated the SIM card.
    You cannot cancel yyour basic tariff, you only cancel booked packages.
  3. There is no money back if you cancel a package. This information will be displayed if you try to cancel the package immediately. If you accidentally booked a package, you can revoke the booking and get your money back. Ask the o2 prepaid customer service for further help: www.o2.de/kontakt

For Point No. 1, there is no clear message mentioning that clearly!!

For Point No. 2, My subscription was on Prepaid S, nothing mentioned anything about Loop!! 

For Point No.3, It is not mentioned that “There is no money back if you cancel a package”.

After that, no package booked as there is no refund after unsubscribing from Prepaid S by mistake.

 

On other hand, is there any customer support for prepaid in English?  

For Point No. 1, there is no clear message mentioning that clearly!!  

It was clearly legible in advertising and in Mein o2.

 

For Point No. 2, My subscription was on Prepaid S, nothing mentioned any this about Loop!! 

Ok, again.

o2 Loop → Basic tariff

o2 my Prepaid S/M/L, o2 my Data S/M/L etc. are additional package.

You can cancel or change additional packages, but you can`t cancel yourt basic tariff.

 

For Point No.3, It is not mentioned that “There is no money back if you cancel a package”.

 

Here it is:

 

On other hand, is there any customer support for prepaid in English?  

 

Officially only here.

Hello @BassemLawendy and welcome to our o2 community :-)

As far as I can see you already receievd helpful answers from @tearsbeforecrying. :-)

Is there anything left anyclear, where we could shed some light on? :-)

regards,

Lars

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