Dear @mbsstud ,

as I wrote in your other post just now, I see that you have already been in contact with the customer service. Were they able to answer your questions or can we help you further?

Kind regards,

Andrea

Hello,

I can see from my bank on March 16 2022 the amount of 10 Eur was debited Telefonica. I now receive SMS to add money to my O2 account. Can someone please check the issue as soon as possible?

Regards,

Koshila

Hi!

Can you paste the SMS here?

Is it possible that your balance is less than 4 euros and the SMS is just a reminder that you should top up your balance?

Hi,

I have 7.43 euros in my o2 account. I send details to my bank for monthly direct debit started last in February 2022 and o2 did not automatically top up the 10 Eur. I had to add my IBAN on the o2 website then my account was charged 10 Eur.  And this month I receive an SMS yesterday Lieber o2 Kunde, Ihr/e o2 my prepaid S wird am 16.03.2022 automatisch für Sie verlängert, sofern Ihr Guthaben ausreicht. Tipp: Immer ausreichend Guthaben durch Aufladung mit SEPA Lastschrift, jetzte online oder über die Mein o2 App anmelden 

My bank showing this  

03/16/2022    SEPA-Standing Order Telefonica Germany O2    -10.00        EUR

Hope the details will help if you need more information please feel free 
 

Regards,

Koshila

Did you get this text message yesterday? Then the text message makes no sense because it came too late.
The SMS just reminds you that your pack will end soon (28 days are about to expire) and if you have enough credit, that the pack will be automatically renewed. The system does not check at this point whether your balance is sufficient. The following can happen. Let's assume that you have 17 euros in credit (April 1st) and you receive the SMS. So the credit is sufficient for the pack to be automatically extended after 2 days. But you call abroad the next day and your balance drops to 7 euros. But now your credit would no longer be sufficient for an automatic renewal and the system would no longer check it. You would get an SMS the next day that your pack could not be automatically renewed. You would then pay for calls, texts and internet separately and the pack would wait for a top-up so that it would be renewed automatically.

Means: If your credit is sufficient for the automatic renewal, then everything is ok. You need to keep an eye on your balance.

You can (if you haven't done so) specify 3 options when your credit should be topped up from your bank account. If the balance falls below 4 euros, on a certain day of the month and/or if the balance should not be sufficient for a pack booking or automatic renewal.

Hello @Koshila,

thank you for your enquiry with us.
I can't explain it any better than @tearsbeforecrying has already done. Thank you for that!

Is everything clear for you now? Please do not hesitate to contact us again if not!

Kind regards
Jessica

Dear Jessica,

Thank you for the reply, everything is fine now.

Have a lovely day

Regards,

Hello @Koshila,

great, I am happy to read that!

Have a nice weekend ahead
Jessica

Hello,

I have changed my direct debit date to 01 of each month and I have checked my statement for the amount of 10 euros already debited yesterday, but I didn’t receive any SMS or update about the balance.

I would like to know if everything is fine.

Regards,

Koshila

Dear @Koshila ,

I can see a charge of 10 Euros on Mai 9th and a booking of o2 My Prepaid S on Mai 13th. Afterwards there is no charge from you on your account. We are talking about the number xxx678, right?

Kind regards,

Andrea

Hello Andrea, 

The mobile number is correct. Below is the detail from the bank that I received. 

Bank debited my account on June 01, 2022.

I received a message today that  my account will automatically extend on 9th June 2022.

I will check it tomorrow and if there is an issue I will get back to you

Regards,
Koshila
 

Dear @Koshila ,

thanks a lot for your informations. Don’t hesitate to get in touch with us again if you have any further questions.

Kind regards,

Andrea

Dear Andrea,

Referred to my last email my direct debit on June 01 2022 amount of 10 euros did not automatically renew in my account. I receive an SMS that the surfing pack have been activated.

I had 4,25 euros on my account and correct me if I am wrong the balance needs to be more than 4 euros to automatically renewed “

Referred to the last email from your colleague -Means: If your credit is sufficient for the automatic renewal, then everything is ok. You need to keep an eye on your balance.

You can (if you haven't done so) specify 3 options when your credit should be topped up from your bank account. If the balance falls below 4 euros, on a certain day of the month and/or if the balance should not be sufficient for a pack booking or automatic renewal.”

I just add 15 Euro to my account and kindly refund me the 10 Euro. I hope next month there will be no issue, if the account is not renewed automatically I will cancel the direct debit and go back to top up.

What is the minimum amount we need to have on the account to automatically renew?

Regards,
Koshila

Dear @Koshila ,

I was happy to take a look. I cannot see a recharge over 10 Euros on June 1st. I can only see a booking of 10 Euros on Mai 9th.
I can see that the Surf-Dayflat-Voice was booked for 0.99 euros on June 10th (at night), as no pack was activated at that time.
At 11:17 a.m., a top-up of 15 euros was made by direct debit and then the o2 My Prepaid S Pack was also booked directly. Your credit is currently 8.27 euros.
Unfortunately, you have not activated an itemised bill, so I cannot see when and for what your credit was used. I can only see the pack bookings.
Have you checked whether your transfer of 10 euros was made to the correct bank account number?

Kind regards,

Andrea

Hello Andrea, 

Please find the screenshot of the direct debit on June 01 2022 amounting to 10 Euros.

Regards,
Koshila

Edit o2_Antje: Personal Data deleted

Dear @Koshila ,

I will try to enquire about the booking with the o2 prepaid colleagues, but I need the IBAN from which you send the money. Therefore I woll write a private message from o2_Support to you

Kind regards,

Andrea

Dear @Koshila ,

thank you for your feedback in the private message. I will get back to you here as soon as I have received feedback.

Kind regards,

Andrea

Dear Andrea, 

I am not able to email you from Privatnachrichten.In my last email, about 20 days ago, I was supposed to receive a refund of 10 Eur after you inform your O2 colleagues, on 01.06.2022 the bank debited 10Eur but O2 did not update my account, and this month also the bank debited the 10Eur 01.07.2022 and O2 send me a message today to add money in my account.

Kindly check with your team to refund me the 20 Eur and I will cancel the direct debit too. 

Regards,
Koshila

Hello @Koshila , 

we are still in contact with the specialist department about your case.

I am sorry it is taking a while at the moment.

When we have new information we will contact you directly.

Thank you for your patience!

Best regards, 
Manuela

Dear Manuela,

Thank you for reverting back.

I received a refund of 10 euros from O2 on 07.07.2022, so for last month, the account is settled.

Now for July, on the 1st of July, my bank debited my account with 10Euros, and O2 did not update my account. so today 08.07.2022 I am manually adding 10 Euros to my account. 

I would like to ask you to take the necessary steps to refund me the 10 euros and I will also cancel the direct debit with my bank.

Koshila

Dear @Koshila ,

I am sorry for the delay, but I was not in the house. Our collegues informed us, that you did not specify a reason for payment when you made the payment and therefore the money cannot be assigned to your account. It should then be refunded automatically again. Please check your settings for payments.

Kind regards,

Andrea

Hello Andrea, 
Sorry for the late reply. I have checked my bank account today and did not receive the refund of 10 Euro for the direct debit on 01. July 2022, kindly do the needful for the refund.

On 14 July 2022, the company O2 took 10 Euro from my bank can you confirm why it's only one payment? 
07/14/2022    SEPA-Direct Debit Telefonica Germany G    Direct Debit return-10.00        EUR
Payment details    Einmalige Aufladung fuer Ihr Prepaid-Konto 491XXXXXX13. O2 SAGT DANKE
IBAN    DE81700202700005714893
BIC    HYVEDEMMXXX
Customer reference    95XXXX9
Mandate reference    T0090XXXXX956
Creditor ID    DE9XXXXX62
Again on 01. August 2022  10 Euro was debited from my account for O2 and my account did not update. Kindly refund the amount. And I will cancel the direct debit.
Looking forward to hear from you soon.

Koshila

04.08.2022
Edit o2_Antje: Personal Data deleted

Hi @Koshila ,
the SEPA direct debit procedure is active for you, which in your case is triggered by SMS and then confirmed by us by SMS. Therefore, the direct debit is made with the note "Einmalige Aufladung fuer Ihr Prepaid-Konto".
The 10 EUR debited in each case have been charged to your active pack o2 my prepaid S, therefore a payout of the direct debits is not possible apart from the fact that a payout is only possible in connection with a deactivation of the SIM card. You can find details on credit clearing and the automatic top-up procedure online in My o2. Are you already registered with your phone number?

Best regards
Larissa

Hi @Koshila,
have you received the payment in the meantime? Our colleagues informed us about the payment more than 14 days ago and it should therefore be visible in your bank account by now.

Best regards
Larissa

Hello Larissa,

Thank you for the email, I received 10 euros in my account on the 4th of August 2022, it was a refund for the month of July.

And again on the 1st of August 2022, the bank debited my account by 10 euros and O2 did not update my account, so I have to manually add money to my O2 account, kindly refund me the 10 euros and this would be last as I have already cancel the direct debit with my bank. 

Regards,

Koshila