Good day,

I am a current customer since June. I have service of internet, TV and 2 mobile numbers service.

My wife just identified on our bank app that we have been charge twice since the beginning of the contract.

After waiting 1 hour on the phone to finally get customer support I got as answer that a refund cannot be executed since they have mention that it was a customer responsibility. I have explained all the facts that can be verified by KPN but I just got a negative answer for the refund.

In reality there is currently running an additional contract for 2 mobile numbers which we have never used and which we even did not received any sim card.

I would expect  more of customer orientation and customer satisfaction specially on this situations driven by a mistake of contract duplication by KPN and that can be verified with first no sim card was received or sent to our hands and second we have never use a mb or call related to those 2 numbers that up to now are unknown for me and my wife.

I also understand that we should notify in earlier nevertheless the payments are being made automatically and we noticed now since we run a report for the half of the year since we moved to NL in June.

I would kindly ask for you support of reimbursement as the period equal amount it is quite high.

Appreciate your support on this regards.