Hi,
My O2 prepaid balance was nealy zero, so I charged my balance with 15 euros. Then subscribed for o2 my prepaid M. However nothing has changed in my account. Only 15 euros was checked out from my bank account by the direct debit SEPA. Please assist me with the problem. I demand a subscription of o2 prepaid M package with no extra charge (I mean I already paid it).
Thank you
Lösung von Anonymous
Zur Antwort springenHello!
With direct debit (you have entered your bank details in Mein o2 here Automatische Aufladung), you get the credit immediately and a few days later the direct debit is redeemed at your bank.
If you top up your credit with o2 (regardless of the type), you will receive an SMS confirming the new credit and its validity. Did you get this?
In Mein o2 you can see what your credit was used for (Important: the itemized bill must have been active before!)
Top-ups & Debits (Aufladungen & Abbuchungen): https://www.o2online.de/ecare-prepaid/auf-ab-buchungen
Itemized billing (Einzelverbindungsnachweis): https://www.o2online.de/ecare-prepaid/evn-uebersicht
Could you find the reason?
Dear TBCMagic,
I did get a confirmation that 15 euros have been charged from o2Team by Text message, and along with that o2 my prepaid M subscription till 19th of April has been sent. I also checked on “Auflandungen & Abbuchungen” on the app that 15 euros have been charged, and right on top of that, 14.99 euros (o2 my prepaid M) have been charged. It’s been like this for more than 2 weeks. I had no Data and wasn’t available to call or answer a phone call. Please assist this problem.
Thank you
Could you please do the following:
In Mein o2 on the main page (https://www.o2online.de/ecare-prepaid/) you will see “Übersicht der letzten 6 Monate”(Overview of the last 6 months). If you click on it, a new window opens. Could you please post this content here?
Dear,
Here is the screen shot of it.
Ok, thank you for the screenshot
You made a mistake and therefore you cannot use the pack.
I want to explain it to you: Packs booked are automatically extended as long as the credit is sufficient or the pack is terminated by the user.
If the pack is not terminated and the credit is insufficient for an automatic renewal, the pack is paused. If the next recharge is higher than the charge for the pack that is paused, the pack will automatically be reactivated and renewed.
Unfortunately, the mistake here is often that the user wants to book the pack himself, but he thereby deactivates the pack. If the user didn't do anything, nothing would happen.
Did you have the Pack o2 my Prepaid M from 4.2. - 3.3. disabled? Probably not.
And then you had loaded up enough credit that the Pack o2 my Prepaid M was automatically activated (23.3) and extended, you wanted to do it yourself at the moment and you deactivated the pack. Date of activation is equal to date of cancellation.
I think the problem can splved. An o2 employee will examine your matter and will probably find a solution together with you.
Dear Magic,
Thank you for your detailed explanation. Are you also from o2? I have no idea how this forum thing works. Are the employees also looking at this problem at the same time? I just don’t want to waste my 15 euros to nothing. I’m hoping the employees can activate the Prepaid M pack wich no charge.
Thank you,
Hope this content also helps
Hi
A warmly welcome here in our o2 communty to you.
Out of goodwill, I have now reactivated the o2 My Prepaid M.
Regards
Antje
Dear Magic,
Much appreciated with your kind assistance!
Dear Antje,
Thank you for your assist also!
Kind regards,
I am happy that the o2 employee
We would be happy if we can help you in the future and answer your questions too.
Have a nice day.
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