Hi @Lazar023,

I am sorry to hear that things did not go as expected regarding your prepaid card.

While in general there should not be a situation in which a customer is compromised, of course, it is important to keep in mind that there are regulations regarding SIM cards and authentication that our staff has to keep in mind and stick to. Especially since we are always keen to keep the highest standard regarding data security and preventing fraud.

As you can imagine, I don’t have access to your customer account right now and I cannot see how things have turned out in the end.

Have you managed to get a new prepaid card and is everything now working as expected?

Best regards,
Jan.

I was offered to have a new O2 SIM card (and,thus,new telephone number),instead of the old one.Partly because I had bad experience with this case I’m talking about here,and partly because I wanted my “old” number (not a new one),I declined that offer.

So,in expectation that I will have my old number back - I cannot say that everything worked fine.

I understand that you,as a company,must have strict regulations about “ownership” of whatever number in your network.However,when I was applying for the prepaid card,employee of O2 took a copy of my passport (as I don’t live in Germany),as a proof of my identity.I didn’t changed passport or address or anything meanwhile and I was using that number all the time.And then,after I lost that SIM card,it turned out that I was not “owner” of that SIM (/number),but somebody else.And,because of that,I could not retrieve my number back.

How it’s possible,I really cannot figure out.

Hi @Lazar023 ,

when you ordered the first sim-card, your identity has been also checked or did you get it from a friend or someone you know?

Best regards,

Michi

I bought that SIM in some telephone shop in Munich.Later (after one day or so) I found out that I must  register that SIM card (it was new,I was the first owner;I got full package,with a “box”,in which was that SIM).

So,I went to O2 building (in Georg-Brauchle Ring,big building,with big O2 sign on the outside of the building) to do it.One of the employees there came and took the data from my passport (again,I don’t live in Germany,so I don’t have German ID).

Hi @Lazar023 ,

it’s not mandatory to have a german ID. Did you try the registration HERE (it’s in english language).

Best regards,

Michi

I didn’t try to register online,as:

1. I didn’t even know for that option (nobody told me)
2. I was in roaming and I didn’t have internet at that time

All in all,what made sense for me is that I go to some “O2” place in Munich (it’s where I bought that SIM) and register there,at the spot.Which I did.My data was taken from my passport (that’s why I mentioned that I didn’t have German ID).

Hi @Lazar023,

I understand your disappointment, but due to the German data security regulations we had no other possibility than to give a new sim-card with a new mobile phone number to you. I hope that your new card is now ordered with your own personal name and address. You will therefore not have any difficulties to identify yourself in case you lose your card.

I hope that you are happy with your new card. If you have any further questions, please do not hesitate to contact us here in our English community.

Loving greetings,

Tobias

I’m sorry,but how can I know that?

I just had such experience:I buy O2 prepaid SIM card,I register it on my name and then,when I lost it,they (O2) say I’m not the owner of that SIM (?!).

How is that possible?

How can someone register SIM card on his name and later company says it’s not his?

Even more,with correspondence between me,BNetzA and Telefonica GmbH,they (O2 company) claimed that I did not register that SIM card,but actually downloaded that form/paper and put the data myself (they didn’t say in such way,but that’s what they have meant).

All that is very...strange,to say at least.

That’s why I can only repeat what I wrote here:

Dear@Lazar023 ,

I am sorry for your bad experience with the loss of the prepaidcard.

As@o2_Jan mentioned, we actually have no access to your customer account and cannot see how things have turned. But it is not pssible to get a number back after such a long time of more than one and a half year.

So I can’t add anything to@o2_Tobias ‘ statement to your concern. I hope you now register your prepaidcard, the website is also available in english.

Kind regards,

Andrea

OK,you don’t actually need access to my costumer account,I think I provided you here with all the relevant information you need.So,after reading that,just use the logic:how it is possible that you register number (by employee in O2 building - so,official place,not just some random place,who knows where) and then company says it’s not your SIM?

The problem is not about getting a new number (suggestion that I got from Tobias),but how can company let you do the registration for the number and then somebody else owns it?

The excuse they made (in correspondence among me,them and BNetzA) is that “anyone can download that document the document I had,as confirmation of my registration for that SIM] from website”,so (to say it in short) they feel no obligation to answer my issue.And that document I got directly from O2 employee,when registering my number.

That is what have happened.

And it is not what I have expected.

Dear@Lazar023 ,

as far as I have no access to that account I don’t know, if there was a registration and if there was a registration, what happend. I don’t know if there was maybe an error or what else happend. There a sevaral options. So I can’t give you any statement.

Kind regards,

Andrea

OK,I just hope that you’re not thinking that I made up all this (in other words,that I’m not telling the truth here).

I have nothing to hide,I still have that document I got from O2 employee when registering my number,I still keep emails with correspondence between me,BNetzA and Telefonica GmbH and my previous thread here (that I have linked,in my first post) shows that I made some effort to clear this confusion:

How it is possible that you register a number and then somebody else is the “owner” of that number?

From Tobias I got answer considering having a new number - that is not what I was asking about.

Nobody else gave any exact answer.You,Andrea,said some possible reasons,but nothing as official answer.I understand that you’re not able - OK,no problem.

All in all,my question still stands “open”.

Hi @Lazar023,

thanks for your message.

I understand that you like to know how it comes that your prepaid-card has another owner. I regret that you have so many difficulties to receive a proper reply.

As I see in the last communication some months ago, we already checked your card and could not help you. Obviously, the details mentioned for your prepaid-card are not the same as the details you mention for your person. Due to the German data security regulations, we cannot explain to you how your prepaid-card received these different personal details. Probably, the shop where you bought the card can help you in this regard.

Normally, we would just offer to you a change of the prepaid owner. But as we cannot identify you as the owner of the card, this procedure is not possible in your case.

If you think that you got victim to any kind of fraud, please write a letter to the following address:

Telefónica Germany GmbH & Co. OHG
RPC/Vertragsanzweiflung
Südwestpark 38
90449 Nürnberg

I guess that you like to keep your mobile phone number. But in your case this is not possible for you.

The only solution that we can offer to you is to get a new prepaid card with a new mobile phone number.

I hope you understand our decision.

Loving greetings,

Tobias

OK,I don’t know German law,but this seems not exactly good thing to me.

Because of that “security regulations” this thing can happen to anybody:you buy new SIM card (it was completely new,unopened,unbroken,full package,I was the first and only owner,nobody except me was ever using it),register it on your name and then somebody else appears to be the owner of that SIM card.That just doesn’t make sense to me.

The shop where I have bought it (in Munich) - I can go there.But I don’t think they will even remember me.I was just another of their “one million” costumers.

I wrote e-mail already to Telefonica GmbH.But it gave no results.Their answer was something like “we checked things,you are not the owner,so you have no rights”.I can write them a letter (not email,but a letter),but I got a feeling their answer will be the same.

This is all...unbelievable,to say at least.

Nothing,bye.