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D
Besucher:in

I hope this message finds you well. Recently, I received a demand letter from O2 requesting payment of €26.97. As a prepaid O2 customer, I was surprised by this charge, considering that my SIM card operates on a prepaid basis.

To provide context, I purchased the prepaid O2 SIM card from Edeka Pirmasens and loaded €75 for the “Prepaid Max” plan. However, due to unforeseen circumstances, I was unable to use the services effectively and decided not to continue with the plan.

Could you kindly clarify the reason behind this payment request? As a prepaid customer, I expected to be charged only for the services I actively used. I would appreciate any insights or assistance you can provide.

Thank you for your attention, and I look forward to your response

o2_Antje: Moved from Prepaid to Englisch Community / 17.03.2024 

Lösung von o2_Maren

Hello @DenG 🙂,
with Prepaid you ordered the o2 Prepaid Max pack for €74.99 for the first time on 06/02/2024, your order was not a one-off, but that the pack is booked again and again every 4 weeks, there does not have to be a credit balance, but there is a direct debit and exactly with this direct debit there was the chargeback, where another €4 chargeback fee was charged. In the meantime, you have settled everything. It's best to look at the pack booking again in my o2 and you can also deactivate the direct debit procedure, then you always have to top up yourself and perhaps also have better cost control. If you are staying in Germany for longer, I would recommend a postpaid contract. 
Do you have any other questions?

Best regards, Maren 💙

    13 Antworten

    Bumer
    Legende
    • BumerLegende
    • March 17, 2024

    @DenG 

    Do you have direct debit set up?

    D
    Besucher:in
    • DenG
    • Autor
    • Besucher:in
    • March 17, 2024

    Yes. I am new here in Germany and I want to discontinue the auto debit set up.

    Bumer
    Legende
    • BumerLegende
    • March 17, 2024

    Then that is the cause of the reminder. Probably couldn't be drafted?

    D
    Besucher:in
    • DenG
    • Autor
    • Besucher:in
    • March 17, 2024

    I think so but why do they need to send me demand letter if it is prepaid. If the bakance in my bank account is insufficient, they should just had the internet unavailable.

    o2_Maren
    • o2_MarenModeratorin
    • Moderatorin
    • Lösung
    • March 22, 2024

    Hello @DenG 🙂,
    with Prepaid you ordered the o2 Prepaid Max pack for €74.99 for the first time on 06/02/2024, your order was not a one-off, but that the pack is booked again and again every 4 weeks, there does not have to be a credit balance, but there is a direct debit and exactly with this direct debit there was the chargeback, where another €4 chargeback fee was charged. In the meantime, you have settled everything. It's best to look at the pack booking again in my o2 and you can also deactivate the direct debit procedure, then you always have to top up yourself and perhaps also have better cost control. If you are staying in Germany for longer, I would recommend a postpaid contract. 
    Do you have any other questions?

    Best regards, Maren 💙

    Willkommen in der o2 Community! 💙
    G
    Besucher:in

    I ordered o2 Prepaid Max on Saturday 21.06.2025, I have received email stating that my sim card is activated already, the message does not display the phone number I’ve been allocated, but the sim card itself still hasn’t arrived in the post. The address is correct, I’ve checked the post daily. How long does it take for my sim card to arrive please ?

    Bumer
    Legende
    • BumerLegende
    • June 25, 2025

    It can take up to two weeks. And no, the SIM card isn't activated yet. Once you receive it, you'll still need to register and verify your identity.

    G
    G
    Besucher:in

    Your SIM card is now activated.
     

    Hello Gabriel Fundatureanu,

    We look forward to welcoming you as a new O2 customer with your successful registration and identity verification.

    Your SIM card is now activated. You can now use them.

    Your new phone number is: +



    You want to transfer a phone number from your previous provider? Please log in to the o2 customer portal and follow the instructions in the "Transfer phone number" area.

    If you have already submitted an application for number portability, you will receive separate information by e-mail.

    Manage your tariff:
    You can easily top up and check credit, book tariffs and manage your personal data via:
    • The O2 app
    • The o2 customer portal
    • The free account hotline 1155

     

     

    Bumer
    Legende
    • BumerLegende
    • June 25, 2025

    I know this email. Unfortunately, it's wrong. 🤷‍♂️

    G
    G
    Besucher:in

    two weeks to deliver a sim card seems such a long time. it takes very short time to take the payment for it tho...paying 75 euro for a service and having to use the service after 2 weeks is a bit of a downside :)

    Bumer
    Legende
    • BumerLegende
    • June 25, 2025

    Unfortunately, I can't write you anything else. Wait for the delivery

    G
    G
    Besucher:in

    yes, was just saying :) thanks for the answers mate

    o2_Rebecca
    • o2_RebeccaModeratorin
    • Moderatorin
    • June 26, 2025

    Hi ​@gabrielfundatureanu ,

    I see you have posted your question here as well. In the future please try to keep your questions contained to one post, as it can get confusing quickly when the same inquiry is spread over multiple threads. 🙂

    I’m glad that Bumer already gave you an answer here and let’s stay here for future questions regarding this topic.

    My answer to your question can be found in the other thread. 

    Kind regards,

    Rebecca

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