Hello,
- Friday 8th I had €6,64 on my account
- At 23:19 I’ve made a recharge. Unfortunately I was not at home so I’ve tried to use O2 App. The express charge to use PayPal/Card, does not allow to chose €10 and actually neither to select the method of Payment like on desktop PC, as well the O2 website version for Chrome Android, so I’ve used the only option that allowed me to charge €10 which is the first one you see and that is supposed to be a direct debit.
- Immediately after I’ve received an sms that was informing me that my new balance was €16,64 and was valid until 10.05.2020
- Unfortunately my Prepaid S pack didn’t renew like all the other times and my balance was not at all €16,64 but still €6,64. So I’ve tried to deactivate the Pack thinking that perhaps there was a problem, and I have purchased a new Pack S, ma still nothing, that €10 didn’t arrived on my balance as per sms.
- In the next day I’ve tried to ask for support on whatsapp, asking what was happened to that €10 as the Pack was not automatically activated and also asking to cancel this “stuck” recharge as I was at home and I could use PayPal.
Initially an agent answered that she would have checked what was happened to this recharge but in the second reply a new agent handled the case and basically, the solution for her was to cancel the Pack S, but I didn’t wanna cancel the Pack S, first I wanted to understand why the sms was giving a confirmed updated balance which actually was not update. She concluded that she was not working for prepaid hotline as Whatsapp Support is not for that, and ask me to call the support.
I never call the support, because since I moved from contract to prepaid, nobody speak English, nobody wants to ask to a colleague, nobody wanna neither try to speak English or transfer the call, and in fact the guy at the phone, refuse to transfer the call and to talk in English, therefore he could speak it.
- I have waited 5 days for these €10 but they never arrived. So in November 13th I have deactivated the Pack S that was still there waiting for these credit to arrive in order to self-activate and as you wanted to prove (see Maren agent) cancel the Pack S didn’t make appear these €10 as if by magic.
So at this point I’ve made an express charge paying with PayPal balance, an sms arrived to inform me about the balance €16,21 and just in case, not €26,21 so I have purchased the Pack S which subtracted the necessary amount bringing the balance at €6,21 and self-activating.
- The day after in November 14th suddenly I’ve been charged €10 on my bank account. Besides the fact that if such charge take so long:
- write it that it can take even a week to receive this kind of charge
- do not send a message with the current updated balance, when actually the balance is not updated, it’s deceiving.
- those €10 were neither this time on my balance! and as I didn’t need them anyway as I had just charged with PayPal, with my bank I have rejected this ghostly €10
- Today November 16th, O2, out of the blue has debt me €10 bringing my balance at -3.79
