KPN is charging me 500 euros for undelivered and unused service

In summary;

KPN failed to deliver my internet for almost 3 weeks. After calling n calling, during that period I contracted another internet provider (ziggo), that delivered in 2 days. I tell KPN not to bother sending, they tell me it's too late to cancel. First of all, how can it be too late to cancel something that never started? They constantly failed to deliver and it got frustrating. Secondly, I am not supposed to have a new contract, I was tricked and lied to into it, I was very surprised. 

I don't know what to do anymore. KPN IS CHARGING ME ALMOST 500 euro. I have called and complained over and over but all to no avail. I am helpless. Please I need direction.

HERE GOES THE STORY BELOW:

Background;

• I used KPN wifi at my old apartment from 2019 - 2024.
• I have never used it at my new apartment. I moved apartments July 31st, 2024.
• I started a new KPN wifi contract at my new apartment, which was much faster and much cheaper, when I came to collect my key July 16th, 2024.
• I applied for a cancellation of my old contract on July 23rd, 2024
• I grudgingly ‘agreed’ (after much persuasion from KPN) for my old contract to be moved to my new address, because the KPN colleague (trying to convince me to not cancel), claimed I was not allowed to have a new contract with KPN within the first 6 months of having ended an old contract, that KPN will automatically cancel it.
• So he went ahead to cancel my newly signed contract.
• He also mentioned that he would need to send me new hardware, that the old modem at my old apartment was not suited for the connection at my new apartment. That the new hardware would be waiting for me on arrival.

Now this where the problem starts;

• Problem 1: After I moved, I was unable to connect to KPN for almost a week, it kept failing to  connect, till I was eventually blocked. In contacting KPN, I was informed that the colleague made a mistake by putting my moving date for July 2025. 

• Proposed solution by KPN: KPN colleague will have to make a new application for my moving date and then send me a modem, because date cannot be changed on KPN side. This process however, would take another couple of days. At this point I was already suffering with no internet connection (my work is suffering).

• Problem 2: I waited patiently for the internet, and even contracted an installer who was patiently waiting (till late in the evening) at my apartment on the expected day of delivery. I contact KPN, only to find out that the modem was sent to my old address, so delivery failed, time wasted.

• Proposed solution by KPN: KPN colleague would cancel that application, change my address on the system and send me another modem. This again would take another couple of days. At this time it’s almost two weeks, frustration starts to build. I am hotspoting to my laptop for almost 2 weeks. .

My next actions:

• I pack my things to go stay with a friend, so that I could work.
• I contact other internet providers, ziggo agrees to deliver in two days, and they did.
• I contact KPN and tell them not to bother sending anything because I have contracted another provider, but to my greatest surprise they tell me it is too late to cancel.
• How can it be too late to cancel something that was never started. How can the 14 day trial period be over before the service provider makes the trail possible?
• And why are we talking about a trail period, you were only supposed to move my internet, you told me I can't have a new contract.

My confusion;

• I have had this contract for 5 years. I was told I am not allowed to have a new contract, which is the only reason I continued with this old contract. This probably means that the KPN colleague who convinced me to move with my old contract, took advantage of my language barrier, now I have distrust and fear.
• If KPN did their part of setting my correct date and delivering the requirement to commence the service, everything would have been fine. I would not care for whether it’s an old or new contract.
• I called and called and called till I got tired.
• Each time they claimed they were sorry and they could reimburse me for the time I had missed and they would call me back but I won't hear anything back. Also, it was too late, I had started with ziggo.
• They insisted I must continue with them, I am completely not interested in KPN anymore. Because how can they hold me to ransom even when they didn’t keep to their part of the contract.
• And they just kept charging me monthly

In conclusion:

KPN insists that I pay for the year even though they did not deliver, and they lied to keep me. I am very disappointed and also very confused, I do not know what to do at this point :(. Please who can I speak with about cancelling these charges?

Please how can you help me?