Made a bank transfer to top-up my prepaid and it has not been credited

Hi,

I need support on the matter please. It’s been over the days that the amount should be credited in my account and it is still not there. 

Thanks!

Hi @o2_Jessica ,

Thank you for your response. Yes, I did. I also confirmed today with my bank and the transfer was processed successfully,  and they told me o2 should have the money in the system. I used the personal reason given to me in the transfer and all, so I don’t know why the money has not arrived.

Can you please check with your financial team?

Kind regards,

Maria

Hello @mariaec9,

It could also be possible that you have a number error in your intended use.
We can switch to private messages so that you can send us the entire data of the transfer. Do you want to do it that way? Then I will explain to you in the next step how you can send us a private message.

Kind regards
Jessi 😊

Hi @o2_Jessica 

Yes, let’s do it that way! Thank you Jessi.

Hello @mariaec9, 

okay, here's how:
in the next few minutes I'm going to send you a private message from our collective account @o2_Support. You just have to reply to this message. You will find the message in your inbox, which you can find here: Click. 

Please send us your phone number, date of birth and complete address for legitimation. In addition, of course, the transfer data. Please only write this data in the private message!

Kind regards
Jessi 😊

Hi @o2_Jessica 

Perfect, I have answered to the message with the data requested.

Thank you!

Kind regards,

Maria 

Hello @mariaec9, 

I have answered you private message. 

Kind regards
Jessi 😊

Hi,

I am in the exact situation that Jessi this morning I made a bank transfer following the instructions given. Money was transferred to O2 but I did not receive any notification and the money was not added into my credit.

I checked information in the bank transfer, reference number right and bank details right and right. My bank said the money was successfully transferred. 

I hope someone can help me. This is my first time toping up my O2 and it feels a little bit like a scam.

Best wishes,

Edith

Hey @villagal86,

Welcome to the o2 community :)
What is the current status? Has the transfer still worked? It's about a prepaid contract with you, right?

Greetings,

Flo

Hi,

Thank you for replying.  Money is in my O2 credit now.  I got panicked because after the transfer I did not get any notification from O2.  I got a message after one or two days. 

Sorry for making a scandal. 

I would suggest some kind of notification  informing that O2 is processing the transfer and money will be in the credit within x number of days. That could avoid misunderstandings. 

Best wishes

Hello @villagal86,

I am sorry that you did not receive information immediately. In the case of a bank transfer, it usually takes up to three days for the payment to be received and booked.

It may be easier and more comfortable for you to top up with another payment method, in the Mein o2 App you can choose between different options:

Please let us know if you have any further questions, we are alway happy to help you 😊

Best regards

Giulia

Hello, i am also facing the same situation. Its 2 days and i have not received my top up of 20 €.

meanwhile i needed Data so i recharged via physical card from superstore.

So my bank transfer is still not in my account 

So is there any way to get the refund because i dont need 20 €

Hello @Israrhussain,

welcome to our o2 Community 🙂

I took a look, your transfer via ATM has been recharging your prepaid credit on 6.5.2024 11:56 hrs, 3,99 € have been subtracted for the Prepaid Data Pack S, the rest possibly for connections. You can check this online in your Mein o2 account. If you have as of yet not registered for Mein o2, you can do this via our registration page.

That is the reason you had to recharge again to order a prepaid data pack.

Best Regards,

Gerrit

Hi again,

I already had 6 euros in my account from which i agree i used 3.99 € for data pack S.

but later i credited 20 € which did not arrive?

how were they possibly used for some connections? I did not use any data pack? I credited to activate the package but it never arrived.  Can you please look into this again? 

Hello @Israrhussain,

I can only see the charging via ATM of 20,00 € with the time 06.05.2024 11:56 and the balance given with 24,27 €.

Have you been able to register or login to your Mein o2 in order to see connections listed?

Best Regards,

Gerrit

For all readers, new comment moved to own thread: Money not topped up | O₂ Community

https://hilfe.o2online.de/members/o2-jessica-451726
Hello 
I have the exact same situation .
I have transferred 14 Euros from my commerzebank account to my O2 account on Saturday 15th March and it has not been credited in my O2 account. I have to again transfer(15 Euros) from my crd to recharge it.
But my 14 Euro money is still not credited.
Kindly help. Here is the screenshot of my bank transfer and also of my O2 account credit details

​@sandy2025 

we already replied right here: 

https://otwo-de.insided.com/english-o2-community-mobile-43/money-not-topped-up-644397?size=25

Greetings

Manga