Beantwoord

Cancellation due to emigration processed too late and with a penalty fee

Forum|Forum|18 days ago
February 11, 2026
3 reacties
84 keer bekeken

Anna2828
Nieuwkomer

Hi!! I am contacting you regarding the termination confirmation I recently received (Customer number: ********************8), as I believe there has been a misunderstanding.

I officially emigrated from the Netherlands on December 1st, 2025, which I have already proven by submitting my official deregistration document issued by the municipality of Utrecht. Unfortunately, I only received this official paperwork in late January, therefore I was only able to submit my cancellation request at that time, which I believe may have caused some confusion in the system.

Recently, I received a termination confirmation stating a termination date of February 13, 2026, along with a penalty fee (afkoopsom) valid until August 2026. However, since my contract termination is based on emigration, I kindly ask you to review my case and adjust the termination details accordingly by correcting the termination date to match my emigration on December 1st, 2025, removing the applied penalty fee, and refunding any charges or late fees that may have been incorrectly applied while I was already living abroad and no longer using the service.

Additionally, due to the confusion, I mistakenly sent another email regarding this situation to opzeggen@kpn.com, which unfortunately resulted in another cancellation request being submitted. I sincerely apologize for this and hope this did not complicate the process further!:(

Thank you very very much for your help! I truly appreciate it!!

Admin: data removed for privacy reasons

Beste antwoord door Erik van KPN

Hi @Anna2828, welcome! Thank you for adding your customer number, that has enabled me to look into this right away. And, I can tell you everything will be alright.

The way a cancellation works is that we cannot terminate with a date in the past. So, your cancellation was processed on the 11th with the first available termination date being the 13th. Which means that services will cease on that date. Then, if you are within a contract period, the system will automatically add the penalty. However, because this is an emigration, and you have submitted the necessary document for that, there will be a manual correction of the penalty and subscription costs going back to December 1st.

This should all be done in time to be processed on your February bill, which will be on the 23rd. So that bill will feature the penalty, the correction for the penalty, and the correction of the subscription costs back to December 1st.

+33

Erik van KPN
Moderator
Antwoord
Forum|Forum|16 days ago
February 13, 2026

Hi @Anna2828, welcome! Thank you for adding your customer number, that has enabled me to look into this right away. And, I can tell you everything will be alright.

The way a cancellation works is that we cannot terminate with a date in the past. So, your cancellation was processed on the 11th with the first available termination date being the 13th. Which means that services will cease on that date. Then, if you are within a contract period, the system will automatically add the penalty. However, because this is an emigration, and you have submitted the necessary document for that, there will be a manual correction of the penalty and subscription costs going back to December 1st.

This should all be done in time to be processed on your February bill, which will be on the 23rd. So that bill will feature the penalty, the correction for the penalty, and the correction of the subscription costs back to December 1st.

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