hello,

I tried to top up my sim card with a "o2 my Prepaid Data Pack L", at the cost of 9.99 euros. I selected the plan and completed the bank transfer right away, as instructed on the o2 website on November 17th, to Telefonica Germany. The money was debited from my account immediately. Then I and received 4 different sequential messages from o2: The first said that my new credit was 9.99 and that it was valid until May 20th, 2021. The second message, received less then a minute later, said that my prepaid credit was almost used up and I need to top up. The third said that my "o2 my Prepaid S" was successfully extended until December 15th. The fourth, received less then a minute after the third one, said that my "O2 my Prepaid Data Pack L" had not been activated and that I needed to top up the necessary credit within 48h.

I never chose the prepaid data pack S, and I have no idea why o2 simply decided that that was the pack I was gonna get, and used my credit top up for it! Now I'm stuck with this plan that I never chose, that does not allow for phone calls, and my money has already been deducted from my account (to which I never even got a receipt)! I choose the data pack L, selected it before the transfer, and the website still shows that it is "ordered, waiting to be charged". And it shows I have 25 cents of credit balance.

I either want my pack to be changed to the one I did order (o2 my Prepaid Data Pack L), as it was already paid for, or at least my money back.

Thank you very much for your help.

Eva Célem