O2 top up gone wrong. i topped up for my s package, but money was deducted showing all flat net. my sim is prepaid , and i used bank transfer option

Hii, I just topped up for my prepaid s package, I topped up 15 euros, but the balance was not showing that. So I checked my payments option, which showed 14.99 being deducted for all flat net, instead of 10 euros for a package. I have faced this issue a lot of times, and also visited the o2 stores here, not much of help. They say that they can't help much in prepaid cases. And when I try to call the prepaid helpline number, it is ALWAYS in German, no English service, despite waiting for a long time. I thought last time my problem was resolved, but today when I used the top up option again, I am facing the same problem. Could someone please help me or guide me. I don't want to visit any o2 store physically, because I know what exactly happens. I really hope I find something helpful here.

Thank you. 

Emerald 

Edit o2_Antje: Moved from Prepaid to English Community / 10.12.2025