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URGENT: Bot cancelled my prepaid contract by mistake & missing 3GB bonus

  • August 13, 2026
  • 1 Antwort
  • 11 Aufrufe
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Besucher:in

Hello O2 Team,

I need urgent help with my O2 Prepaid account.

  1. Yesterday, I tried using the O2 Chatbot in the app. The bot misunderstood me and, completely by mistake, registered a cancellation (Kündigung) for my tariff! I DO NOT want to cancel my contract. Please remove this cancellation immediately.

  2. Also, yesterday (August 12th), the 9.99 EUR fee was successfully deducted via SEPA Direct Debit. However, my 3GB SEPA bonus (Lastschriftbonus) was not reactivated.

Since I do not speak German well, calling the hotline is very difficult for me. Could an O2 Moderator please check my account, cancel the termination, and restore my 3GB bonus?

Thank you very much!

    1 Antwort

    o2_Solveig
    • o2_SolveigModeratorin
    • Moderatorin
    • August 15, 2026

    Hello ​@PrepaidUser88 ,
    welcome to our o2 Community 😀
    There is no cancellation on record for your prepaid-contract. 
    I can’t see a top-up dated 12 August 2026 yet.
    The last top-up was on 5 August 2026.
    As we’re currently experiencing some issues with the display and processing of top-ups, it may be that your top-up hasn’t been recorded yet. 
    And the bonus isn’t visible yet either. 
    This should be working again in a few days. 
    If your top-up still isn’t visible by the middle of next week, please get in touch again. 
    Kind regards, 
    Solveig

     

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