Hi!

You should do
Check “Aufladungen & Abbuchungen” (top-ups & debits):https://www.o2online.de/ecare-prepaid/evn-uebersicht
Check “Einzelverbindungsnachweis” (itemized billing):  https://www.o2online.de/ecare-prepaid/evn-uebersicht
If the itemized billing was not activated before, no information is saved in the system. That's why nobody can tell you what happened to your credit.
Then you should alternatively check the SMS from o2, which you get after top-ups or pack bookings
Look under the consumption check (Verbrauchs-Check) in the "Overview of the last 6 months" (Übersicht der letzten 6 Monate): https://www.o2online.de/ecare-prepaid/uebersicht

Hi @NURPHONE,

thanks for contacting our English community.

@TBCMagic gave you already some suggestions where you can check for yourself what you ordered.

Did you already find out what happened?

I had a look in your data: On 11th April you prolonged automatically the option “o2 My Prepaid S”. Therefore, you were charged with 9,99 €, although you deactivated this package on the same day. Afterwards, on the same day you ordered twice the option “o2 My Prepaid Data Pack M”. Therefore, you were also charged twice with 5,99 €.

At the moment, you have the option “o2 My Prepaid Data Pack M”. If I understood you correctly, this is exactly what you wanted to order.

I will give you a credit of 9,99 € for the wrong package “o2 My Prepaid S” and 5,99 € for the package “o2 My Prepaid Data Pack M” that you ordered twice, so altogether 15,98 €.

I hope you are fine with this solution.

Loving greetings,

Tobias

hello I initially requested for a DSL for my room but unfortunately on the day of connection the technician told me it was not possible in my room and reported to the office in my presence therefore I have never used the dsl. I went to the shop where I made the contract  with the DSL package and told them the issue. So I asked them to cancel the dsl and rather give  me a Hotspot. The agent activated the hotspot but didn’t take the dsl and told me a return post card would be sent to me to post the DSL back to o2. Till date, no post had been received and the shop is closed due to the coronavirus . I received a huge bill of 211.51 euros and I am shattered because I cannot pay such an amount for something I have not used.  Kindly rectify this problem for ne

Hi @Nim,

welcome to our English community. Thanks for contacting us here.

I regret that something went wrong with your DSL-contract.

We also see a message from our technician, that the connection was not possible.

We will clarify this with our DSL-department and will come back to you as soon as possible.

Loving greetings,

Tobias

Ok Tobias thanks for the response. I will be waiting on you so I can make the right payment.

Hello O2 can quickly clarify so I can make a payment because I received a new bill still with the dsl cost added to it. 

Hello o2,

I made an online payment to this Telefónica account on 28th April 2020 with the following details, what process do I have to follow to get my money back.

Name: Telefónica Germany GmbH + Co

Iban: DE49 XXXXXXXXXXX

BIC: CXXXXXXXXX

Customer ID : 6XXXXXX5

edit o2_Tobias: out of data-security reasons I deleted your customer-number

edit o2_Tobias: out of data-security reasons I have hidden your bank details

Hi @Nim,

thanks for coming back to us here in our English community.

I am in the middle of clarifying the issue for you. As soon as I have a result, I will come back to you.

Thanks for your patience.

Loving greetings,

Tobias

Hi @Nim,

I just checked your data concerning the deactivation of your DSL-contract.

You were informed on 25th May 2020 that we need an extraordinary cancellation for your DSL-contract.

Until now, we did not receive any cancellation letter from you.

Please write a cancellation letter to the following address:

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

Thanks a lot for your support.

Loving greetings,

Tobias

Hi @Nim, 

until now, we did not receive a cancellation letter for your DSL-contract from you. 

We only can cancel your DSL-contract immediately, if we receive a cancellation letter from you. 

If you have any questions, just feel free to contact our English community. 

By the way, today there will be a concert of the band Gentleman . You are welcome to have a live-experience by live-stream from your home!   

Loving greetings,

Tobias