I terminated a monthly home internet subscription (in my partner's name) two months ago, as we were vacating a short term rental by 31 October. I respected the one-month notice and got a confirmation email stating the desired cancellation date, 1 November. This email stated that KPN would reach out to her by phone, which they eventually did (at least three weeks later) only to tell that we would have to do it (as apparently, it was not that person's job to deal with cancellation; so why ring her in the first place?).

We were both out of Nederland in two different countries by that point, so calling a Dutch 0800 or a +31 was not the most practical (how convenient that there is no other way to reach out). But never fear! The confirmation email also stated that in the case they would not have been able to speak to us within that one-month period, the subscription would still be cancelled at the desired date. Nice and easy.

So it came a bit as a surprise when, on 31 October, I received an email from a surprised KPN telling me that another operator was taking other the connection, but that I would still have to pay until I cancel the subscription myself. The one I had cancelled a month ago. The cancellation that was confirmed by email. And indeed, we were invoiced for the full month of November. And I suspect December will follow. I would very much like it to end, and to be reimbursed for the excess payment. But I am not in the Netherlands, nor will be in the near future. So please do not tell me to ring 0800-0402.