Hi Team,

I purchased a o2 sim last month from a store in Alexanderplatz. The executive booked a 20 euro plan for 3 months without my consent since 10 euro plan wasn’t available. I asked him only to do it for the first month since afterwards I can subscribe to the 10 euro plan from the application. He did otherwise.

A month later, I subscribed to a 10 euro plan for monthly basis. I realised today that my account was deducted for 20 euros. Furiously, I unsubscribed the 20 euro plan and felt like cheated. I realised later that the 20 euro plan was removed before the expiry (that is in 20 days from now) and I have no data left now.

This was a very bad customer experience. Is it possible to change it and do something now?

17.10.2022 16:07, o2_Giulia: identical topics merged

Hello @amiedeep,

thank you for your contribution to our community!
Quick question: have you already registered with My o2? There you can see exactly which packs etc. are currently active. If I understand correctly, this is a prepaid application. In order to be able to manage your prepaid card properly, we have also put together some FAQs in English. You can find them here:

You mean now that your pack you paid for ended earlier than it should have? Did you possibly cancel it on your own? If you cancel, the Packs will be deactivated immediately.

Kind regards
Jessica

Hi Jessica,

Thank you for the update!

Yes, I manually cancelled it since the o2 store owner cheated me with auto-subscription or maybe this is expected in Germany.

I was also expecting for my plan to be valid until the end of the month (since I paid for it) after I unsubscribe. However, it was cancelled immediately. This was a bad customer experience.

Hello @amiedeep,

I have just set up a credit entry for you. As the Prepaid Pack L was only active for 12 days and was then deactivated by you, I have just set up a proportional credit booking of 12.03 EUR for the remaining days that the pack was not active.

I see that the correct pack is now active with you, right? Prepaid Pack S.

Kind regards
Jessi

Hi Jessica,

Thank you for all the help :)

Yes, the current plan is correct.

Best,

Amandeep

Hello @amiedeep, 

very good, thanks for the feedback and much appreciated! 

If you have any further questions or concerns, please feel free to contact the community at any time. 

Kind regards
Jessi