Charged double the plan tarrif

Hi mate.

I have the same problem, I have internet bundle for 29 euros plus 6 euros for fritzbox router but I got charged 96 euros.!!! Absolutely shocking.

Did you get any answer from o2 ??

Still waiting for their answer. It's puzzling as it never happened to me before

I paid twice by mistake, can I get the money back?

@Nour123Nour I really think it's time to find another provider, I've been with o2 just 1 month, which is very short period of time, but to charge you 96e instead 35e it's... unbelievable and even worse because no one noticed that mistake from o2 team, not to mention 250Mbis Internet and I'm getting 12Mbits, that never happened to me before. 

Hello, can anyone from O2 team reply to solve this issue?? 

Hey @Nour123Nour,

Did you possibly book another option to your prepaid contract? 

@TomaszK,

please look up your invoice. Is there an item “Anschlussgebühr”? 

Greetings,
Flo

Hi @o2_Flo, 

Thanks for your reply! 

Not really, I have booked a plan that states 9.99..

First month it worked fine. Second month even though the plan is still showing 9.99 on my app (please see screenshot taken moments before top up) I got charged 19.99 for some reason. 

Hi Flo. 

Thank you for your answer. 

On my invoice i have connection price of 49,99 and then I have  discount on that connection price 49,99.

Then I have another 49,99 on router connection which was not stated on my agreement.

I've spoken to o2 team 2 weeks ago and they've confirmed that that was an error and I will receive a Gutschrift 58,98 because on the first occasion you didn't send me my router, some one forgot to send it, and when they send the second router they've forgotten to void this router connection cost of 49,99. ( that was you discounted offer on your website). 

Then last week I've spoken again with o2 team nad they said o2 don't do Gutschein and I made up all that conversation!! I just want to mention that I have screen shots of that conversation. 

So that's the whole story :) 

Thank you 

Kind regards 

Tomasz

Hi @o2_Giulia

Thank you for your reply. 

Shouldn't this info be mentioned in the app? I don't see that anywhere neither when I booked the plan nor when I renewed. Both times it showed me a 9.99 price.

I feel that missing this info has affected my decision, I wouldn't have booked the plan if the app didn't miss this crucial detail. 

Hello @TomaszK,

the provisioning fee and shipping cost for the router are charged whenever it is rented from us. There are promotions for the fees in certain cases where they are waived.

You only ordered the router afterwards, so it wasn't listed on the original contract summary and charged.

I have given you a credit note for the fees, you will receive a confirmation via email shortly. The credit will then be automatically deducted from your next bill.

Please let us know if you have any other questions.

Best regards

Giulia

Hi Giulia. 

Thank you for your help. 

It looks like everything is sorted (in regards to billing etc), what's left is a ridiculous speed of the internet but I try to ask about this in another topic. 

Thank you 

Kind regards 

Tomasz

Hey @Nour123Nour,

the information about your booked tarif was send to you via Mail (2.3.23). Please look up your mail :) 

Greetings,
Flo