FAQ Payment reminder

I received a payment reminder – What do I need to do?

Have you received a payment reminder from o2 and are you unsure what to do next? In many cases, it is easy to find out why a payment is still showing as outstanding.

1. First, check which invoice the reminder refers to

Start by checking the payment reminder carefully and find out which invoice or outstanding amount it refers to.

Then check whether you have already paid this amount.

You have not paid yet?

Please settle the outstanding amount stated in the payment reminder as soon as possible.

If you want to pay by bank transfer, use the bank details and payment reference stated on your reminder. This ensures that your payment can be correctly allocated to your customer account.

Alternatively, you can pay the outstanding amount at an o2 shop. Please take the payment reminder with you. You can find an o2 shop near you using the official o2 Shop Finder.

Why was my SEPA direct debit not collected?

There may be several reasons why a direct debit was not successful. For example, your SEPA direct debit mandate may not have been available to o2 when the payment was due, or a previously collected direct debit may have been returned by your bank.

This can result in an outstanding balance and, subsequently, a payment reminder.

Important: If your reminder states a specific amount to be paid, please use this amount and the payment information provided in the reminder.

2. I already paid by bank transfer – why did I still receive a reminder?

This can happen if your payment and the reminder overlap in time.

Bank transfers can take several days to be processed. Your payment may therefore already have been initiated when the reminder was generated or sent.

Please check the following:

• Was the correct amount transferred?
• Did you use the correct bank details?
• Did you enter your customer number as the payment reference?
• Has the payment actually been debited from your bank account?

If all details are correct, your payment may simply have overlapped with the payment reminder.

What if I made a mistake when making the transfer?

For example, if you forgot to enter your customer number as the payment reference or transferred the money using incorrect bank details, please contact o2 Customer Service.

You can find the current contact options on the official o2 Contact page.

3. Bank details for bank transfers

As a general rule, please use the payment details stated on your current payment reminder. These details take priority because payment information may change over time.

The payment details provided in the source information are:

Recipient: Telefónica Germany GmbH & Co. OHG
Bank: HypoVereinsbank AG München
IBAN: DE16 7002 0270 0005 7131 53
BIC/SWIFT: HYVEDEMMXXX
Payment reference: your customer number

Important: Always compare these details with the information on your current payment reminder before making a transfer.

4. The letter is from a debt collection agency

If you have received a letter from a debt collection agency rather than directly from o2, please use the contact details provided in that letter.

If you have questions about the claim, contact the person or agency named in the letter directly.

5. Some Mein o2 functions may be restricted

While an outstanding amount is subject to a payment reminder, access to certain functions in your customer portal may be temporarily restricted.

For example, you may temporarily be unable to:

• change your tariff
• change or book options
• order new products
• submit a planned move online

Once the outstanding amount has been settled and processed, these restrictions may be lifted.

In short

Received a payment reminder? Here is what to do:

1. Check the reminder: Which invoice and amount does it refer to?
2. Check your payment: Have you already transferred the amount?
3. Not paid yet? Pay the outstanding amount stated in the reminder using the payment details provided there.
4. Already paid? Check whether the amount, bank details and customer number were correct.
5. Found an error? Contact o2 Customer Service.
6. Received a debt collection letter? Contact the person or agency named in the letter directly.

A payment reminder does not necessarily mean that you forgot to pay. In particular, bank transfers and returned direct debits can result in timing or payment allocation issues.