Hello
I topped up my Call-Ya card with 30 euros on March 28, 2025. On March 29, I checked the app and saw that there was still credit. I was abroad and now I've come back, and the app shows that I have no more credit. Where did the 30 euros go? My plan costs 9.99 per month and renews on April 20, 2025, if I have credit. I tried contacting customer service. Tobi sends me to a phone number where I should press 3. I am then billed for the call (why am I being charged for this call?!), and when I press 3, the agent tells me that the number does not exist and that I should call back later. I tried contacting customer service on a different number: 08007114114514. Someone answers, no one speaks English, and I don't speak German. Finally, someone spoke English and said they had solved my problem and I just had to confirm it by email. I have confirmed, still no credit. When I translated the document attached to the email, I realized that I had agreed to a 10 GB contract for 24 euros per month. I simply want the 30 euros that I topped up on March 28, 2025 and shown as credit in the app and that the contract I have now concluded is terminated and not debited.
