Charged €60.50 for roaming while KPN sim wasn't used

Charged the full €60.50 non-EU limit while my KPN SIM was NOT selected for mobile data — requesting a full refund

Dear KPN,

I landed in Turkey on Saturday. Before doing anything else, I selected my Turk Telekom SIM as the active line for cellular data on my phone, and then enabled airplane mode. This means my KPN SIM should not have been used for any data at all.

Two days later, on Monday, I received two SMS messages from KPN: first that I had used 80% of the €60.50 limit for internet outside the EU, and shortly after that I had reached 100% and my internet outside the EU had been blocked. During this entire period, only Turk Telekom was enabled for data — not KPN.

I want to raise the following points:

1. I made no mistake. My KPN line was not selected for data, yet I am being charged the full €60.50.

2. KPN does not enable the €0 protection ("BESCHERMING AAN") by default for its customers, even though this exact problem has been reported on this forum for years and other providers do protect their customers by default.

3. If there is a technical issue where the phone can still send data over the wrong SIM in the first moments after connecting, KPN offers no safeguard for this either — for example, the first 20-30 MB free, or a grace period after the warning SMS. Instead, the customer is charged the maximum amount instantly, before having any chance to react.

4. The amount involved equals roughly four months of my subscription fee. Charging this for something the customer did not do and could not prevent is not fair billing — it feels like robbery.

I have since sent "BESCHERMING AAN" to 1266 and I will not reply "JA" to 1330.

I request a full refund of these roaming charges on my invoice. If this is not resolved, I will escalate through KPN's formal complaints procedure and to the Geschillencommissie Telecommunicatiediensten.