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Request for Refund of Incorrect Roaming Charges

H
Besucher:in
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Hello,

 

I am writing to report an issue that has been occurring repeatedly with my mobile plan.

 

Each time I have been in Spain, I have been charged approximately 5–10€ for connection and service fees. However, my mobile plan includes roaming within the EU, so these charges should not apply.

 

This issue has been happening consistently since at least December 2025.

 

I would appreciate it if you could review my account and refund all incorrectly charged amounts related to these incidents.

11 Antworten

Bumer
Legende
  • BumerLegende
  • April 28, 2026

What exactly was billed? What does the itemized billing statement say about it?

    schluej
    Legende
    • schluej
    • April 28, 2026

    Don't forget, for a phone call, O2 can charge you!

    Live long and prosper 🖖
    H
    Besucher:in
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    • hocine12
    • Autor
    • Besucher:in
    • April 28, 2026

    ​@Bumer 

     

    it is always charged as "Verbindungen & Services”. However I have the Mobile M flex, so roaming is covered in Europe

    Bumer
    Legende
    • BumerLegende
    • April 28, 2026

    Again, what does the itemized billing statement say?

    Sandroschubert
    Legende

    Noch eine andere Frage, wo genau in Spanien warst du? Ich habe da eine Ahnung.

    Der Beitrag wurde verfasst ohne Unterstützung von KI/AI.
    bs0
    Legende
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    • bs0Legende
    • Legende
    • April 28, 2026

    Two likely possibilities: You were near a border with a non-EU country or used Wifi calling to make a call to a number outside Germany. 

     

    In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
    H
    Besucher:in
    Forum|alt.badge.img
    • hocine12
    • Autor
    • Besucher:in
    • April 29, 2026

    I was in Madrid, so there is non-EU country nearby

    bs0
    Legende
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    • bs0Legende
    • Legende
    • April 29, 2026

    Did you maybe make calls when you were logged into a Wifi network?

    In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
    o2_Manga
    • o2_MangaModeratorin
    • April 30, 2026

    Hi ​@hocine12 

    welcome to our community. Pleasure to meet you. 

    I think bs0 is right. Calls are included your tariff made inside EU. Except Wi-Fi Calls. These are charged as special numbers so be careful if you are logged in a Wi-Fi network. 

    As this is a regular service you can ask our customer service for a goodwill solution. Maybe the will agree.

    Greeting and thanks to all users for assistance.

    Manga

    Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
    H
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    • hocine12
    • Autor
    • Besucher:in
    • April 30, 2026

    I have that option on my phone unabled, so not a possibility  

    bs0
    Legende
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    • bs0Legende
    • Legende
    • April 30, 2026

    Wifi calling was deactivated? The numbers you called were ordinary geographic numbers in Spain or Germany?

    In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
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