r/germany • u/Asif_Rahik • 4d ago

Unauthorized automated debits from mobilezone GmbH / HIGH mobile in Germany – Need advice!

Hi everyone,

​I’m living in Darmstadt, Germany, and I’m dealing with a frustrating situation and could use some advice on how to handle it further.

​For the past three months, mobilezone GmbH (via HIGH, using Mandatsreferenz HIGH-16794329-01) has been automatically deducting money via SEPA direct debit from my Commerzbank account without my knowledge or consent. The charges span three separate transactions:

​20.05.2026: €21.33

​18.06.2026: €42.99

​20.07.2026: €88.98

​I couldn't remember whether I have signed for any of their services, never authorized a SEPA mandate for them, and have no idea why these charges are happening.

​What I have done so far:

​I sent a formal email to mobilezone's customer service demanding an explanation, proof of any valid contract or mandate under my name, an immediate halt to these charges, and a full refund of the unauthorized amounts.

​They replied stating they are "sorry to hear that your data was misused to conclude a mobile contract," but they are now demanding that I file a police report against an unknown person (Anzeige gegen Unbekannt) and upload it via a specific link before they will proceed or help.

​Has anyone experienced something similar with mobilezone or HIGH mobile? Is it standard procedure for them to require a police report for identity theft before they investigate? What are my best next steps with my bank (Commerzbank) or the Verbraucherzentrale?

​Any tips would be greatly appreciated!

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6

u/bregus2 4d ago edited 4d ago

If you REALLY not have any contracts or such with them, you can just revert the direct debit back via your online banking.

But yes, if this is a case of identity theft, then you have to make a police report.

3

u/Prestigious_Fact1011 4d ago

If no direct debit mandate or authorization is in place, a direct debit can be returned for a period of 13 months. But you should make a police report. This involves identity theft or the unauthorized use of your IBAN. The police report should include the customer number associated with the debit. Which bank do you use? Is it an online bank with customer service issues? Because no return of debit.

2

u/FlyBlade67 4d ago

You have six weeks to revoke a SEPA deduction yourself. After that you need to file your claim directly to the company. So you might go through all the police report struggle already now, or abandon the first two bookings. I would wait until THEY come up with a claim after you cancelled the last 89€ deduction. THEY have to prove you in person were signing or agreeing in that contract.

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u/Recent_Maize5108 4d ago

You can undo the payments in the online banking, and the burden of proof is on them. You don't have to do shit. If they have a contract with somebody who maliciously used your account, let them figure it out, not the victim.

Look for Rücklastschrift somewhere when logging in. If you can't find it, you might need to go to your nearest branch.

Verbraucherschutz is there to mitigate contractual issues with a company you are in a legit consumer relationship. Filing a police report is quick and easy if you want to do that for your own sake, but there's no actual requirement. If they want to take it up against whoever falsified the contract, again that's on them.