Prepaid Data Pack immediately ends after paying. Forced to purchase another top up (3x!)

Thank you for the credit. I will try your suggested solution about having money in my account one day before selecting a new plan.

Not pleased to report that this problem has happened AGAIN. I topped up my account, selected the plan I wanted, and received a text that the plan was immediately ended as soon as it started (see screenshot). When I tried a second top up, the plan worked fine. Please refund me the 9,99 € for the mysterious dropped plan. There is a bug in this system! 

Dear @Stzeke ,

if your pack is on hold and you then top up your credit, the pack will renew itself and you do not have to book it yourself. If you do this, you cancel the self-renewing pack and then have to book a new one for a fee.
After you have unloaded your credit, the pack in the waiting loop has automatically extended itself and you have then deactivated it in the self-care area.

I have now refunded you the cost of the pack again.

Kind regards,

Andrea

Not pleased to report that this problem has happened AGAIN. (3rd time!) I topped up my account, selected the plan I wanted, and received a text that the plan was immediately ended as soon as it started (see screenshot). When I tried a second top up, the plan worked fine. Please refund me the 9,99 € for the mysteriously dropped plan. There is a bug in this system! 

Hi @Stzeke, 

I have refunded the 9,99 € for you again.

Also, i have looked into the issue again. I couldn’t find a bug or a technical issue with the system. It seems that the active pack is manually cancelled everytime, sometimes before it can renew itself. That’s how it gets charged double from time to time.

Usually your active pack will automatically renew itself, should there be enough credit on your prepaid card. That means you don’t have to cancel or re-book the pack, ever. Provided you want to keep using it 😊

I hope this helps 💙

Take care, Rebecca

Hello O2,

I have experienced this same problem again today. I have paid 10 EUR. Selected the 4GB plan. The 9,99 EUR immediately disappears from my balance and I receive a text that my plan has started and ended within one minute.

Can you please credit 9,99 EUR to my account or select the 4GB plan to begin today.

Thank you,

Stephanie

23 Sept update- I changed the order of my top up- I ordered the data pack and then I added money. Can you please refund the 10 EUR that I spent yesterday? (see my screenshots from the previous post)

Dear @Stzeke ,

as a gesture of goodwill, I have refunded you the cost of the first pack booking. In future, please ensure that a pack is queued after booking until sufficient credit is available and then books itself independently. If necessary, deactivate the pack before you reload it if you want to change the pack.

Kind regards,

Andrea

Hi, the similar thing has happened to me just now. My prepaid plan expired yesterday, I went to the store and added another 20e, which shows on my account. I left the store with working internet, then 15 minutes later I get a message I’ve used all my data (18gb in 15 minutes without using the phone, hardly possible). I went back to the store and the person working there told me to call 55282 (no english support). When logging in to o2online portal, I can see my balance unused, but not my prepaid plan. Now I am trying to call the english customer support, waiting on the line for 30 minutes. This is extremely inconvenient

Dear @aleksab ,

welcome to our community. 🍄

Were you able to reach the colleagues on the English-speaking hotline and clarify your concerns?

Kind regards,

Andrea

No I did not get help as the english speaking line is just for postpaid numbers. I would like to refund my 20euro top up from yesterday as I needed internet quickly and was forced to get another SIM.

Dear @aleksab ,

on your prepaid number stored here, I see a top-up of 20 euros, from which 0.99 euros were deducted for the surf dayflat used. The o2 my Prepaid L Pack was deactivated before the top-up. Your credit is still available. If you want a payout, you can request it via the payout form, but then the SIM card will be deactivated. There is no other way.

Kind regards,

Andrea