Hello @nasir.shinnx,

since you are talking about top-ups, I think it is a prepaid card.
So my question is: which prepaid tariff do you use from o2?
With prepaid, it's like this: if you have booked a tariff that costs €9.99, for example, and you use it for a month and don't have enough money on the card to reactivate it immediately, then it slips into the queue. As soon as you top up again, the pack is booked and activated again, so that shortly after a top-up, the money can "disappear" because a pack is active. You can stop this by cancelling a pack or a tariff that you no longer want to use. You can also do this yourself in your My o2 app!

Kind regards
Jessica

Hey Jessica!

thanks for answer. I am used package worth 14,99. I cancelled (immidiatly) the ongoing package before reloading money using paypal so that it doesn’t get renewed. After that I added more money. After money disappeared i waited for 1 day to see if package is getting activated or not but it never activated. 
 

This is happening 4th time with me. Of which once it was resolved with my complaint and two times it didn’t resolved. 
 

I am sure if you refer to technical department this will surely get resolved. 
 

thanks

Nasir

Hi @nasir.shinnx, 

it is just easy to explain it to you. 

On 23rd October you received a SMS that the allnet-flatrate was prolonged for further 28 days until 22nd November. Therefore, we charged you with 14,99 € on 23rd October. 

On the same day, on 23rd October, you received a SMS-reminder that the pack “o2 My Prepaid M” ended. Therefore, you activated it on 25th October. 

As you had to top-up your card on 23rd and 25th October with 15 € each, and the money “disappeared” because of the charge of your 2 packages, you had maybe the impression that there is something wrong. 

If it was not your wish to have both packages, you just need to deactivate the package that you do not need. 

I confirm to you that there is no technical issue and that the charge of these 2 packs is correct. 

Loving greetings,

Tobias

Sir,

My package on 23 never got subscribed. My money disappeared before my subscription was processed thus the alert i got asked me to add more money. I never saw in app that I have 6,5 data. It always showed me there is no package booked. If no package was booked why my money was deducted. And its not first time it happening. See the thread that I created first time. In that technical support guy admitted that it’s a problem in system. It’s happening time and again. I would appreciate if you can fix the system and get my refund processed. 

Thanks

Nasir

Hi @nasir.shinnx, 

so, do I understand you correctly that you would like to deactivate the pack “allnet-flatrate” at once?

By the way, the “allnet-flatrate” was booked on 23rd October and “o2 My Prepaid M” was booked on 25th October. 

Just let me know if you would like to deactivate a pack. Then I will also give you a refund for that. 

Loving greetings,

Tobias

Hi,

I never activated ‘allnet-flatrate’, I always use “o2 My Prepaid M”. Can you please permanently deactivate “allnet-flatrate” for me.

Thank you very much

Hi @nasir.shinnx, 

thanks for your quick reply. 

I have just deactivated the “allnet-flatrate” for you. 

And of course, you received a credit of 14,99 €. 

I hope you agree to this solution. 

Loving greetings,

Tobias

Hey Tobias!

Thank you very much! 

Have a good day. 

Hi @nasir.shinnx, 

thanks. 

I also wish a nice evening to you. 

Please have a look also in our Community. You find here many topics of interest. 

Loving greetings,

Tobias

I recharged with 15 Euro on 15/10/2021 and it disappeared immediately. I also recharged 15 euro now 25/1021, and the money disappeared again immediately. 

I think something has been activated without my consent. Pls help me check and deactivate the plan that is exhausting my 15 euro money immediately upon recharge. 

Hi @Jumahdey, 

I welcome you to our English Community. 

I understand that you find it strange that your credit always disappears after the top-up. 

Can it be that you already ordered a pack without having enough money topped-up for the pack? In this case, the pack is activated as soon as the amount for the pack is on your card. And of course, the amount is reduced immediately. 

If you think that you did not order a pack before the 15th and 25th October 2021, just let me know. I will then have a more detailed look. 

Loving greetings,

Tobias

Hello,

I don't know what the problem is, please can you help me resolve it?

Hi @Jumahdey 

I have checked your data. You ordered a My Prepaid M in October 25th which is charged with 14,99 EUR. As long as it is not canceled it will be paid immediately by recharging the amount of 15 EUR. It seems someone stopped it the same day an the last charging is still there. By now you have the dayflat with 0,99 EUR/day if you use it.

Greetings