Reason for delay in sim card order

Hi ​@geo344455 

welcome to our community. Pleasure to meet you. 🙂

As we don’t have any access to your prepaid contract here, we are unable to tell you about the shippment and the payment. 

But there is a question left to ask. Usually you have to identify before the SIM card can be used with a package. The booking takes place after the card is activated. So I wonder why there is a charging of a pack.

How was the package paid? Paypal, Voucher or direct debit?

We would be glad to get more information because maybe someone was in the same situation before and got a solution.

Greetings

Manga

I made the payment via direct debit,so I was charged for this month. But I'm yet to get the sim card. I have now revoked the debit as it's been more than two weeks

My identity was verified online and it was after that they informed that the sim has been shipped. I received this message on 5th September,but have not received any other updates from them.

Hello ​@geo344455 ,
please contact the prepaid hotline for assistance.  
If money has already been debited from your account,
It sounds to me as if the SIM card was lost in the post. 
Either contact the prepaid hotline  on 0176 88 85 52 82 (Mon-Fri 7 a.m. to 8 p.m., Sat 10 a.m. to 6 p.m., on weekdays) or the English hotline on 089 66 66 30 08 1
(Mon. - Fri. 8 a.m. - 8 p.m., Sat. 10 a.m. - 6 p.m., on workdays).
Kind regards, 
Solveig