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Hello o2 English community . 
My problem goes like this : 

Seeing as my contract was at an end ( I only had one month left until termination ) I tried to renew it online . Now what I noticed is that the offers available to me were not that great. So I decided to terminate the current contract and make a new one ( including a phone ) as there was much more room to play with the number of months on which I could pay the phone ( From 24 to 36 months) . All is said and done , I did the contract online and I received an e-mail saying that after an internal check, the amount had to be changed . That was ok with me so I paid the new amount that was 185.99€ . After a couple of hours , I received two e-Mails saying that my new contracts ( phone and sim ) were denied but If I want to know the reason I could only find it by sending a letter directly to you guys ( weird one tbh ) . Now , that’s ok with me . But I never received anything regarding a refund.  I do not have a Klarna account that I can check as the payment method didn’t require me to have one . So now I want to know what Is there to do ? It’s already been a week and no word from o2 . Please at least provide me with some information . What happened there ? 

 Thank you ,

Alex .

Edit o2_Flo: Data anonymized, 13.12.22

Helloi @Alex.T thanks for your request. 💙
As you transfered the money, have you written the account number in the purpose of the transfer?
Have you allready contacted the english hotline? Or can we still support you?

kindly regards
Michael

@o2_Micha I have contacted the english hotline and they said that the money will take up to 21 days to be refunded .. Now its been almost a month and still nothing . Can you help me please ? 

Hey @Alex.T,

i will look in to this 🙂 Please write your Account Details and your four digit personal coustomer number to @o2_Support via PM. Please write again here, when you have send the pm. 

Greetings,

Flo

Hey @Alex.T,

i will look in to this 🙂 Please write your Account Details and your four digit personal coustomer number to @o2_Support via PM. Please write again here, when you have send the pm. 

Greetings,

Flo

@o2_Flo could you please tell me exactly what details I should give them ? And where do I find the four digit personal number ? 

Hello @Alex.T ,

the four-digit customer code is something that you should have chosen yourself when you made the contract. Aside from that we need account details to be able to find the contract within our system, like the phone number, the customer ID or something like the order number, anything that you can provide by private message to o2_Support will help us.

 

Kind regards, Sven

@o2_Flo I have sent all of the details to @o2_Support  trough a pm . Please let me know If there is anything more I can add to that . 

Thank you for your help.

Alex.

Hello @Alex.T,

thank you for your patience. As I have told you in my PM, the money will be transferred back to your account within short.

If you have any further questions, please let us know.

Best regards

Giulia

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