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prepaid contract not renewed

A
Rang

I was outside the EU for two weeks, so I disconnected the data and roaming to avoid beeing charged for the mobile data. Today, once back i activated back the data and I found out that I was charged for daily data and that my prepaid contract (o2 my prepaid S) was not renewed (even if i auto top up my number every month). 

I called support and they did not help me in any way.

They suggest me tu purchase again my plan. That is not acceptable as it is not my fault if the renewal we as not activated.

I was also charged 5 euros for the calls..

And I'd like to have a refound for the money o2 took me today and my plan to be active again.

 

Thanks for any help

Edit o2_Bianca: Moved from prepaid to English o2 Community Mobile

6 Antworten

MXP_Alex
Rang
Benutzerebene 7
Abzeichen

Hi @AFin,

are you sure you turned off data roaming and not just mobile data? This would explain why you incurred costs.

However, I don't understand the problem. If the auto renewal didn't work, you shouldn't have incurred any costs either, right? You can simply book the tariff again.

I assume that because of the roaming charges, there wasn't enough money in your prepaid account and that's why the package wasn't renewed.

If you don't have a booked package, you pay a fee per minute. The o2 prepaid hotline can be reached via a normal mobile phone number, so without a flat rate there are charges.

Kind regards,
Alex

A
Rang

Hi, thanks for your reply. Yes I'm sure I've turn off data and roaming. Either i would have paid 12 Euro per MB..

Meanwhile i was away o2 just turned off my plan (i had also double Gb) remove the app bonus and did not send me any message or mail. 

Then, after coming back it is charging me daily and calling the support is useless and wasting my time and money.

 

I can of course reactivate the plan but i don't see why i have to pay the reactivation for something i did not choose.

 Regards

o2_Micha
Benutzerebene 7

Hi @AFin,
thank you for writing to us here in the community. 💙

I have looked at your request. 
The packing booking on 17.01 failed. 
As a gesture of goodwill, I have sent it on its way free of charge. Please confirm the booking still by SMS. 

May you please also briefly summarize what fees were charged. I will then gladly check this and see what I can do for you. 

Is that okay for you? 

Regards
Michael

#bleibgesund
A
Rang

Thank you, I received the credit. Now I just need the plan S (data, calls, sms...) to be back active as it was. 

 

Thaks for your support

A
Rang

It is now active. I paid the reactivation. Could you add the app bonus? Why the app bonus is not automatically renewed?

 

will the plan and app bonus automatically renewed at the end of february?

o2_Micha
Benutzerebene 7

@AFin that looks good 😍

The App Bonus should be active by now 😊

If you habe any further requests, you´re welcome. 

regards 
Michael

#bleibgesund

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