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Ondanks doorgegeven opzegging, blijft KPN factureren

  • 6 februari 2025
  • 8 reacties
  • 61 keer bekeken
C
Deelnemer

Hey,

 

I am presenting here my situation as last resource since you are not solving the problem and are extremely difficult to reach.

 

On 21st December I requested de overstep service through another provider, in order to move out from KPN. I received a confirmation by email that by 21st January the service with KPN would end and the new provider would take care of it. I also receive a letter with the same information.

 

So far so good, I did the device changes and all seemed well. I even went to the KPN store in person to return them.

For my surprise I received an invoice to pay for the month of February (28 jan till 27 feb). Since I assume this was a mistake I cancelled the direct debit and went to a KPN store to sort it out. I explain my situation and the man who attended me also didn´t understand why I was being charged. He also showed me in my file (on the pc) another email where the date was 21stFebruary. – This is clearly not what I got and the notice period is one month and not two. From 21st December on goes one month till 21stJanuary, as KPN previously confirmed me.

I filled a complaint in the store and I got an email confirming it. I would be reached by phone in tree days in order to solve it.

 

I was not contacted at all. Instead I got an email (04.02.2025) stating I was the one who should call back in 5 days or KPN would declare my complain solved.

Today (06.02.2025) I contacted KPN and the calls lasted about 30min on the phone, most of it for waiting. The man who attended me was patient but I needed to explain 2 times my situation and the answer was the same: I need to pay the invoice for February. After explaining again, he understood and forward to another department. After a long waiting he said the department will look into it. He also said that I should call in the end of February and, again, pay the invoice. I was about to reply when the call was disconnected. I don´t know if it was intentional, bad connection or something else. I do not care and I am not offended, truly.

 

I am tying to figure out the problem and the feedback I am getting is clearly insufficient. And I don´t believe paying a invoice for a confirmed cancelled service is a normal procedure - as said many times to me. In fact, the period of last invoice is until 27th January and again, KPN confirmed the service would be cancelled on the 21st of January. I was expecting a final invoice and not this whole situation...

 

Also today, I got an e-mail to pay the invoice for February, in five days. I guess it is generated automatically and also the reason I am writing this down... To be clear that I tried every possible way to sort it out. For privacy reasons I will only leave here my client number.

I made a formal complain also here: https://www.kpn.com/service/klacht-of-vraag-indienen/formulier

 

I really hope this situation is solved. The overstep service purpose is to make it easy for clients and not the opposite.

 

Best regards,

Catarina.

Klantnummer: ***

 

Admin: personal data removed for privacy reasons

8 reacties

Jeroen van KPN
Moderator
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  • Jeroen van KPN
  • Moderator
  • 10735 reacties
  • 11 februari 2025

Hello ​@Catarina Alvares, i see your complaint has been filled. The special department which handles complaints like the one you have, will contact you. This department is in chasrge of your situation and any solution will come through them. 

I ask you to wait for their phone call. 
 

Blij met een antwoord? Geef een like! Is een bericht het beste antwoord op je vraag? Markeer het dan als oplossing.
C
Deelnemer

Hey Jeroen, thank you for taking a look on it. 

 

I will do. 

Jeroen van KPN
1 persoon vindt dit leuk
  • Jeroen van KPN
    Jeroen van KPN
C
Deelnemer

Hey,

 

Just an update…

 

After all what happened above, on 11.02.2025 I got an email that my complain was going to be closed because I did not call. - Which is cleary not true, but I decided to wait a bit since is an automatic email.

 

And today (19.02.2025) I got a letter as a first warning to pay the invoice until 27.02.2025. Otherwise the bill will have an increment of 20€.

 

Untill now nobody in behalf of KPN contact me to explain why I need to pay an invoice for a service KPN cornfirmed it was going to be canceled from 21st January.

 

Again, I recall that I did a complaint in the store, I called to the customer service, made again a complaint through the website, I posted here the situation and I also called to the customer service.

No explanation and no contact back.

 

​@Jeroen van KPN  I said I would wait but with this situation is not feasable.

I will call tomorow and I hope the someone can actually help.

Also if you could look into it somehow, I would be very grateful.

 

Best regards,

 

Catarina.

Denise van KPN
Moderator
Forum|alt.badge.img+18

I was not contacted at all. Instead I got an email (04.02.2025) stating I was the one who should call back in 5 days or KPN would declare my complain solved.

You should have gotten an e-mail with instruction to call. Did you call the number in the e-mail using the pincode? In which case, you should have landed at the complaints departments. They should have been able to look into it.

If you did not call the number in the e-mail, it is no wonder the complaint was resolved without speaking to you. My colleagues cannot help you if they do not speak with you.

But I understand you still have questions. If you want, I can look into this for you. I do need some more information to do this, though. Could you please add the following information to your profile: postal code, house number, name and date of birth on the contract, and the last 3 digits of the IBAN known to us.

"There is a defiance in being a dreamer" ― V.E. Schwab, The Invisible Life of Addie LaRue
C
Deelnemer

Hey Denise,

 

Thank you but I finally got this figured out. 

 

And I did get that email but it was hard to reach so I kept trying the general contact and I got an anwser.

 

The overstep service failed and not because of KPN. So this is the reason I got an invoice. I already paid it since it is indeed correct.

 

Hopping to get a final invoice and then all clear.

 

Best regards,

 

Catarina. 

Arjan van KPN
Moderator
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  • Arjan van KPN
  • Moderator
  • 992 reacties
  • 24 februari 2025

In your case, I think it would be best to file a complaint with your new provider. They are responsible for the transfer service and can see what they can do about the double costs. I do advise you to cancel your subscription with us (KPN) yourself if you have not done so yet. Otherwise there is a chance that we will continue to bill you.

C
Deelnemer

Hey ​@Arjan van KPN,

 

Thank you for the advice.  I did made a complaint with the other provider. It will be solved. 

I did indeed double check that my contract with KPN was terminated. All went well on that.

 

However, I received already two emails to return the devices.

I already did, in person to the store.

At the time, I asked proof of the return and they sent me through email.

I hope there will be no issues. 

 

Best regards,

Catarina

 

Denise van KPN
Moderator
Forum|alt.badge.img+18

I'm glad to read everything has been resolved. As for the return of the devices: if you've already done so, you may ignore the emails. 

"There is a defiance in being a dreamer" ― V.E. Schwab, The Invisible Life of Addie LaRue

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