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Refund of phone credit for failed diect debit?

B
Rang

Hello, I have a pre-paid phone - 10 Euros per month. There were 2 direct debits on my account, one for 10 euros and one for 20 euros. I tried to cancel both of these and also cancelled them via my bank as I have been recharging my phone credit myself. Both times when the direct debits failed the money (10 euros and 20 euros) was deducted from my phone credit on my O2 account. Because of this, both times my data was then frozen. The money did not come out of my bank account, but because it was deducted from my phone credit I had to pay the 10 Euros and then 20 Euros to re-activate my phone data. There were of course 4 Euro fees as well each time. At the worst, shouldn’t a failed direct debit just not recharge the credit on your account? I don’t understand why the failed direct debits were deducted from my phone credit such that now I have lost 30 Euros and not received any phone credit for it. Can I please have the 30 euros refunded to my phone credit as I don’t know why this money was taken?

21.11.2022 o2_Katja: moved tor our english community 

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Lösung von o2_Andrea 25 November 2022, 13:07

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3 Antworten

o2_Micha
Benutzerebene 7

Hi @Brentyn thanks for writting in our community.

It looks like you have agreed that a certain amount will be debited from your account every month. In addition, every time your customer account falls below a certain amount, the sum X is debited. 

If these amounts are booked back, the customer account is also reduced again by this amount. For the effort of the return debit note we charge these four euros.

In your My o2 area, you can view and manage these agreements... Currently, these have been suspended due to the chargebacks.

The fees themselves are correct, unfortunately I can not see an error. 

kindly regards
Michael

#bleibgesund
B
Rang

Hi Michael,

Thanks for your response. The problem as I see it is this: Every time the direct debit failed the money was taken from my phone credit, but my phone credit never actually increased by the amount O2 tried to debit.

Here is what happened. I had 20 Euros of phone credit in my phone account. When the direct debit failed, 24 Euros was taken from my phone credit and so that I now had minus 4 Euros of credit (20 Euros and 4 Euros due to the fee). If my phone account had actually been credited the 20 Euros and then this was taken away again this would be totally understandable, but it wasn’t credited. If I had been credited, then I would be back to my original 20 Euro credit (minus the 4 euro fee) = 16 Euros. Instead after the direct debit failed, I had minus 4 Euros in my account. 

To be clear, neither was the 20 Euros of phone credit I was charged paid into my bank account (no money either left or was paid into my bank account). My understanding then is that after the failed debit my remaining phone credit should have been plus 16, rather than minus 4. That is a difference of 20 Euros (I’m happy to ignore the 4 Euro fee). This is why I am asking for a refund. Please let me know if my maths is wrong.

As this happened a number of times, I am asking that this money be refunded (at least 30 Euros). I can understand paying a 4 Euro fee for a failed transaction, but not 24 Euros. To make problem even clearer, suppose I had accidently set up of a direct debit of 10,000 Euros and then I cancelled it through my bank so that O2 can’t access this money. When that debit failed surely I wouldn’t now owe O2 10,000 Euros! Perhaps the policy of O2 is that the customer be charged a fee equal to whatever the amount of the direct debit is? If this is the case, it really is a ridiculous policy as I have tried to explain.

Can you please also make sure that all of my direct debits are permanently deactivated? I asked via phone chat I couple of times for this to happen. I am really frustrated that I keep paying money to O2 for no obvious reason. I am very close to switching phone companies altogether.

Kind Regards,

Brentyn

 

o2_Andrea
Benutzerebene 7

Dear @Brentyn ,

that's not true.
I'll start at a point where your account was positive.
October 31st there was a top-up by direct debit of 20 euros -> 24.03 euros credit
Pack o2 My Prepaid Data XL booked for 19.99 euros -> 4.04 euros remaining credit
On November 1st there was a monthly top-up from your bank account of 10 euros, so you had 14.04 euros on your card.
On the same day there was another one-time direct debit from your account, again for 10 euros, so you were at 24.04 euros.

So you had three top-ups with 20, 10 and 10 euros.

Then, on November 8th, the 10 euros were returned, giving you a credit of 13.77 euros.
The return debit fee of 4 euros was incurred -> 9.77 euros
Another return letter of 10 euros -> - 0.23 euros no credit, but minus
Another return debit fee of 4 euros -> -4.23
On November 8th you were down $4.23.
Another return debit of 20 euros (payment on 31.10) -> -24.23 euros
Return debit fees of 4 euros -> -28.23 euros

Up to this point you have then commissioned three returned direct debits for 10, 10 and 20 euros -> all three charges have therefore been returned.

Express top-up of 40 euros, so again in the plus of 11.77 euros
Package L booked for 9.99 euros -> 1.78 euros credit
Topping up by direct debit 20 euros -> 21.78 euros credit
Return debit of the 20 euros -> 1.33 euros remaining credit
Return debit fee of 4 euros -> again in the red with -2.67 euros

Only 40 euros were charged, which were charged for the return debit fees, the pack and other fees incurred.
Then 20 euros were charged, which you booked back again.

Then followed another express top-up of 10 euros and you have a credit of 7.33 euros.

There is no reason for refunds.

Kind regards,

Andrea

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