Hulp gevraagd bij BKR/Preventel-correctie na niet-geleverd KPN abonnement

Dear KPN Community / moderator,

I hope someone can help me or forward my file internally to the correct team.

In 2023, I had a problem with an order linked to a KPN subscription. The device was never delivered to me. Only the SIM card was received, and it was not used. I reported this multiple times at the time, requested cancellation, and I also have supporting documentation and a police report.

I have now been told by phone that the file / claim has already been settled and that there is no outstanding balance remaining. However, I am still facing serious consequences from the registration, and it is now affecting my active mortgage process.

I have also already submitted an objection to Preventel, but the indicated timeline of around 3 weeks is too long for my situation because of my mortgage deadline.

Could a moderator or KPN representative please have this reviewed urgently or direct me to the correct back-office / complaints team? What I mainly need is written confirmation of:

1. that there is no outstanding balance remaining;
2. that any active Preventel registration is removed;
3. that any negative BKR registration or arrears marker, if it remains on the basis of this disputed non-delivery case, is checked and corrected where necessary.

I am deliberately not posting personal details publicly here, but I can share all details and documents privately with a moderator immediately.

Thank you very much in advance for looking into this and for any urgent help.