Dear @Crazeogle ,

welcome to our community.

Yes there was a problem with the top-ups and bookings. I checked once for you. The o2 My Prepaid L pack is currently booked and you were only charged once.

Kind regards,

Andrea

On 6th April 2023 I bought a prepaid sim paying 10 euros and was assured a data pack of 6 GB from the O2 store. Yesterday I went to the store and was assured that the issue will be resolved. Today morning I again went to the store and the representative told me that I have to pay additional 10 euros to get the plan activated for 6 Gb Internet plan and gave me a choice of getting the 28Gb plan if I pay 30 euros for 4 months which I paid at the store. But in the o2 app it’s validity is showing for just 28 days. There is definitely some communication gap which I felt. Can you please clarify on the issue and help resolve the issue as I don’t want to pay such a hefty amount for just 28 days. Currently I have o2 prepaid L plan and o2 my prepaid S

Dear @Ashibh ,

there must have been a communication problem. Our prepaid packs are only valid for 28 days, unless you take an annual offer, but these cost 49.99 or 69.99 euros.

What was the issue with your o2 My Prepaid S Pack you booked on April 6th? Had you already used up the 6 GB data volume?

Kind regards,

Andrea

Hi Andrea

Thanks for the reply. Firstly I didn’t get 6 GB that’s why I went to the store again to get the issue resolved but was unable to get it done.So the executive told me to opt for additional 18 GB plan which will be valid for 4 months where I seem must have been some communication gap. I don’t want to pay such a hefty amount for just one month. Hence I would request you to refund the amount paid by me for the prepaid L plan which is still unused and deactivate this plan 

Dear @Ashibh ,

is it possible that you had already used up the 3 GB data volume and the shop employee therefore offered you the larger package? 

Kind regards,

Andrea

Hi Andrea
 

I have used only 290 MB of the plan till date and there was issue in the system that 6 GB wasn’t provided to me as conveyed. Kindly remove the prepaid L plan and provide me with the refund.I want to continue with the prepaid S plan only with 6 GB of data

Log in to Mein o2 https://www.o2online.de/ecare-prepaid/ (do not use the Mein o2 app) and under the consumption check (Verbrauchs-Check)  you will find the button "Übersicht der letzten 6 Monate”  (Overview of the last 6 months). If you click on it, a new window will open.

Could you upload a screenshot here?

Please find the attached screenshot 

Could you turn your phone around so we can see the whole lines?

Please find the attached details 

o2 Prepaid L can be revoked and the costs reimbursed to you because you are still within the revocation period and have not used the pack.
You are currently using the o2 my Prepaid S and you still have data volume.
Note: Since April 5th, 2023 you can no longer book the old packs o2 my Prepaid S/M and L. Due to the activation of the o2 Prepaid L, the o2 my Prepaid S will be automatically deactivated at the end of the term. You would then have to book the o2 Prepaid S (or another pack).

Wait again for @o2_Andrea  or someone else from o2 to get in touch here.

Thanks for the update 

Hi Team,

I haven’t received any updates on the request. My data plan is still showing as 3.5 GB and not 6 GB . Additionally my prepaid L plan is still active. Please find the attached details. Kindly help to resolve the issue 

Good morning @o2_Andrea 

Kindly share the updates for the above concern as my query is not resolved 

Hi @Ashibh ,
thanks for your answers. 
I had a look at your orders, so i deactivated the l package for your by your wish und refund the money to your customer account. 
Can you please restart your device to check if inter usage is possible mit the remained s package and confirm this here in the thread please. 

best regards
Michael

Hi Michael,

Thanks for the update.The plan has been deactivated now and the money has been transferred to the balance but the data usage hasn’t changed after restart of the phone.Please find the attached details 

@Ashibh i deactivated the s pack and book it again. So you will have the whole volume for usage. Its possible that the app needs a little bit to update. Keep us informed 

best regards
Michael

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