Hi @Dennis1917,

you can withdraw the balance on the prepaid card. Use the following form and send it by mail: https://www.o2online.de/assets/blobs/pdfs/prepaid-guthabenauszahlung.

Telefónica Germany GmbH & Co. OHG
O2 Prepaid-Kundenbetreuung
90345 Nürnberg

Kind regards,
Alex

Can't I send it by email??

Hello @Dennis1917 ,

welcome to the o2 Community .

You could try sending it in by way of the Kontaktformular, but I’d generally advise to follow the instructions on the form itself and send it in by post to the address MXP_Alex hast already listed here.

Kind regards, Sven

Hello! I am very disappointed with the services provided! I have been waiting for two months to receive my money back and so far I have only received messages with regrets and apologies!

Hello @Adrian_oltean, your request will be answered further in your other thread.

Kind regards Ines.

Hi! I placed an order of IPhone 15 pro Max on November 21st. after paying 189 euros through revolut, I received an email telling me that my order could not be forwarded. for a month and a half I have been asking o2 to return my money! help me!!!

Hello @Iustin22 ,

welcome to the o2 Community .

If your order got cancelled after you already made a deposit, then you will get that money back, it just takes a while for the refund to be processed.

Kind regards, Sven

Sven, i wait for more than 5 weeks …i Need to get my Money back. I send emails i call everyday at o2 hot line…please, you can do something for me?

Hlo,i order a mobile phone from o2 and they couldn’t find my adress and i recieved a mail u r order is cancelled and again i recieved a mail is that we are accepted your return after that i did not get any mail about refund.so can u tell me when i will get my refund

Hello @Simarjit singh, 

when did you order the phone? When was the order canceled?

As soon as the return has been successfully processed, the refund will be arranged. This may take some time. Therefore I ask you for a little patience.

Best regards
Cora

@Simarjit singh refund can take up to 4-6 weeks, in this time avoid to order again, it can happen, the second order will rejected…

Unfortunately,i order again and they rejected my order.can u tell me now when i should order again??

Hi.yesterday i sent mail to hardware-finance-de@telefonica.com about my refund and today i get my refund in my bank account.so can i order a phone now??

You can try, but your order may be rejected again, because you are not creditworthy for the o2 system...

So what should i do now?? 2 times they rejected my order,is their any solution for this problem??

…buy your Phone directly from apple…

Hi @Simarjit singh, unfortunately, we cannot answer you when and whether a new order will be possible. Sorry we don't have another answer for you.

Kind regards, Ines.

It is already been 3 weeks and my refund hasn't back yet, The customer service is really poor. 

…it can take up to 6 weeks…

Hello @Cris2458 ,

welcome to the o2 Community .

It is unfortunate that it’s taking this long for you to receive the refund, as we do not have a way to influence this, we can only ask you to be patient a bit longer.

Kind regards, Sven

… now they cannot find my info… can you please follow up my refund… they are asking me for a customer number and they didnot send me any of it.

Hey @Cris2458,

I am sorry that you are not satisfied with our service. Could you pick us up on your issue for a moment? What exactly did you refund? :)

Greetings,
Flo

I try to have a mobile phone in installment, they have credit 185 euro to my account. Then they rejected it, and I haven't received the refund. 

Hey @Cris2458,
thank you very much for your feedback. When was the down payment made? How did you pay the deposit for the mobile phone? If the purchase does not materialise, the money will be refunded in the same way.
Greetings,
Bianca