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Why was the remaining subscription charge applied despite emigrating?

  • February 1, 2025
  • 1 reactie
  • 21 keer bekeken
H
Nieuwkomer

Hello,

I recently emigrated and had a subscription with KPN, which included a device. Before leaving, I contacted KPN's customer service and I was informed that I should provide a proof of emigration document from the municipality (gemeente). I obtained the required document and sent it to KPN as proof of my emigration.

Additionally, I paid the full lump sum for the device upfront as part of the subscription agreement and also agreed with KPN customer service to change my number to a prepaid one in case I might need my Dutch number for a while after emigrating. However, one month after my emigration, KPN deducted the remaining subscription fee of 320 euros from my account despite having followed the process correctly.

I’m reaching out to understand why this charge was still applied and to clarify the next steps in resolving this issue.

Thank you for your assistance!

Beste antwoord door Erik van KPN

Hi ​@Hemiral, welcome! Generally what happens is that the remaining costs are charged, but are balanced out by a credit for the same amount put in the system by our cancellation department. If the remainings costs have been taken from your bank account, check your bill to verify there is no credit on it.

Then, check you previous bill and bank account. Beause sometimes the credit is faster, and it could have been paid out to you before. It that is also not the case, most likely the credit is slightly slower and you will be reimbursed next month. 

If you want this checked, the quickest way is to get in touch with one of our one-on-one channels. If you still have the Dutch number, you can use our call me now/later option. Or reach out via DM through our Facebook page.

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1 reactie

Erik van KPN
Moderator
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  • Erik van KPN
  • Moderator
  • Antwoord
  • February 3, 2025

Hi ​@Hemiral, welcome! Generally what happens is that the remaining costs are charged, but are balanced out by a credit for the same amount put in the system by our cancellation department. If the remainings costs have been taken from your bank account, check your bill to verify there is no credit on it.

Then, check you previous bill and bank account. Beause sometimes the credit is faster, and it could have been paid out to you before. It that is also not the case, most likely the credit is slightly slower and you will be reimbursed next month. 

If you want this checked, the quickest way is to get in touch with one of our one-on-one channels. If you still have the Dutch number, you can use our call me now/later option. Or reach out via DM through our Facebook page.

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