Recharging my prepaid S is not working

Hello,

Although I have enough credit In my account, I’m not able to activate prepaid packets. I’m receiving this message while buying packet:

Ihr Auftrag konnte nicht durchgeführt werden. Bitte versuchen Sie es später erneut oder wenden Sie sich an unsere Prepaid Kundenbetreuung.

​​​​​​​#problem

please call the hotline tomorrow

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Hi @Minami ,

sorry for the delay! Did everything work out; is the pack now activated and usable?

Best regards,

Kurt

​

Hello O2 team,

+1 for the problem Minami is experiencing.  I too have been unable to purchase a data package via the website.  I get exactly the same message as them.

“Ihr Auftrag konnte nicht durchgeführt werden. Bitte versuchen Sie es später erneut oder wenden Sie sich an unsere Prepaid Kundenbetreuung.”

It has been like this for 3 days.  Not good enough.

Kind Regards,

Richard

Hallo @BarneySlug 

welcome to our community. 

May we assist you booking the package?

If so, please tell us what exactly you need.
Greetings

Hallo o2_Manga,

Thank you for the quick reply.  I have been trying to purchase the o2 my Prepaid Data Pack XL 13Gb data package.  I can normally do this on the website without any problems.  I have credit for the purchase, so it should be okay.

Many thanks,

Richard

Hello @BarneySlug,

great, thank you for your reply!

If something did not work or anything else - do not hesitate to contact us again

Kind regards
Jessica

Hello Jessica,

I still cannot purchase my data package using the website.  I get the same error message -

“Ihr Auftrag konnte nicht durchgeführt werden. Bitte versuchen Sie es später erneut oder wenden Sie sich an unsere Prepaid Kundenbetreuung.”

6days now with this problem.

To add insult to injury, O2 have taken 10Euro from my credit, and given me nothing in return.  Why is this?

I shall expect a refund of this credit, and assistance in getting my data package, otherwise I shall be forced to take my custom elsewhere.

Thank you,

Richard

Hi @BarneySlug, 

thanks for your message. 

According to your wish, I have now activated “o2 my Prepaid Data Pack XL” for you for 19,99 €. You will also receive a SMS concerning this pack. 

Where exactly did you see that we charged you with 10 €? I only see that you ordered “o2 My Prepaid M” on 30th October for 14,99 €. Do you mean this pack?

Loving greetings,

Tobias

Hello Tobias,

Thank you for arranging my data package, I am very grateful.

Regarding my credit.  2 days ago my credit was 44Euro.  Today it was reduced to 34Euro, and I guess that it is now down to 15Euro following the purchase of this data package.

I have no idea why this money was removed from my credit, as I am unable to look at my credit history or invoices.  I did not receive any services for this 10Euro debit.  Any information you can give me would be much appreciated.

Many thanks,

Richard

Hello Tobias,

I have the same problem as some other people have mentioned before. I have enough credit In my account, but I’m not able to activate the “o2 my Prepaid Data Pack L”.

I’m receiving this message :Ihr Auftrag konnte nicht durchgeführt werden. Bitte versuchen Sie es später erneut oder wenden Sie sich an unsere Prepaid Kundenbetreuung.

Please help me to active it, 

Thanks 

Hi @AndreaE288, 

thanks for your reply. 

I just activated the pack “o2 my Prepaid Data Pack L” for 9,99 € for you. I am happy that I could help you. 

Strange that you could not do it yourself. As I see in your data, you deactivated the pack on 11th November 2021. Did you try to order the pack after the deactivation again?

On 9th November, you received a SMS that told you that you did not have enough money on your card to prolong your pack. 

I hope that next time it is working properly again. 

Loving greetings,

Tobias

Hi @BarneySlug, 

thanks for your reply. 

Yes, you are right, you still have about 15 € on your card. 

As you did not accept a detailed billing, I cannt give you any information about the missing 10 €. In the future, you will now receive a detailed billing that you will see online. 

Loving greetings,

Tobias

Hi Tobias,

This is simply unacceptable.  I do not believe for one moment that you cannot discover where this money went.  In the UK we call what O2 have done theft, maybe things are different here in Germany.  I have never been so dissatisfied with a company.  I will not be renewing my business with O2.

Disgusted,

Richard

Hi @BarneySlug, 

I completely understand that you like to know what happened with the missing 10 €. 

But as you did not order a detailed billing, there is no possibility to give you a detailed information. 

Of course, we are not stealing any money from you. There is certainly a reason for the charge. 

Loving greetings,

Tobias

Hi Tobias,

Well how would you describe taking 10Euro credit and giving me nothing in return?

I do not accept that you are unable to query my billing history to give me a legitimate reason for this deduction.

Businesses have to be accountable for their actions, all I am asking is why did you take my credit, because I believe this was in error.

I expect a refund!

Regards,

Richard

Hello Tobias,

Thank you for helping me!! I made a mistake an deactivated the pack on 11th November 2021. That’s why I tried to activate it again and I couldn’t, but until yesterday it was working with your help.

This week after activation of the plan, the company removed from my account the money of the package 10 Euro + 15 Euro that I don’t know what is this charge for, and when I tried to asked for the returned of the money they did it but now they blocked temporaly my direct debit payment, my SIM card for chargeable use and I can´t use my data.

So I ask you kindly if you can tell me what is this 15 Euro charge for and how can I activate my direct debit again.

Thanks in advance,

Andrea