Hi!

You should check the following pages first:

Einzelverbindungsnachweis (detailed billing): https://www.o2online.de/ecare-prepaid/evn-uebersicht

Aufladungen & Abbuchungen (top ups & debits): https://www.o2online.de/ecare-prepaid/auf-ab-buchungen

Now it's clear?

Not really , it shows me last two transaction +20 when I put the money  and then -20 for XL package that I was talking about. With the second link I assured myself that there was no phone calls or SMS that could waste all the money.

The problem is still here.

Ok. Here you will see all the packages you can book or already booked: https://www.o2online.de/ecare-prepaid/tarifdetails

The Data Pack XL is marked as:

Aktiv (package booked and active)

Inaktiv (package not booked)

Bestellt, wartet auf Aufladung (package already booked, but is waiting for top up - balance is insufficient for activation)

Wird verlängert, wartet auf Aufladung (package will automatically renewed, but is waiting for top up - balance is insufficient for automatically renewing)

It says ‘Inaktiv’.

I think you deactivated the pack yourself.
The pack "o2 my Prepaid L" has a data volume of 5 GB and costs 24.99 Euro. The data pack o2 Data Pack XL has 4 GB and costs 19.99 Euro. I think you made a mistake with the packs. A moderator will check in the next few days whether the pack can be reactivated or whether the money can be refunded.

I don’t really know how I could deactivate it, because I didn’t use it for two weeks until today. It wasn’t that difficult to put money on and then buy the pack, but something went completely wrong.

Is there any updates? 
I am really looking forward to solving this.

@TBCMagic Hey there. I’d like to know if there is any news?

I have already created a thread looking for help. But still there is even no responses. Nobody can explain what happened to my money and when I will get a refund.

I will leave a link to previous thread to remind: https://hilfe.o2online.de/prepaid-19/money-has-gone-left-me-with-nothing-520755#post2003968

O2 people? Here I am thanks

Hi @dadaja,

thanks for your patience.

As I still need some details from you to check your packs, I have just sent a private message via @o2_Support to you. Please reply there to the private message.

Thanks a lot.

Loving greetings,

Tobias

Hi @dadaja,

I have moved your message from https://hilfe.o2online.de/prepaid-19/still-no-help-after-a-week-with-struggling-521477#post2012010 to this conversation.

Did you already see my last message under @o2_Support that I sent 2 days ago?

Is therefore everything clarified now?

If you have any further questions, just feel free to contact our English community.

Loving greetings,

Tobias

Everything is good now, got my pack, thanks:)

Hi @dadaja,

that sounds great.

At last there was a solution for you.

Please mark the message as “solution” that was most helpful for you.

Thanks a lot.

Loving greetings,

Tobias