Hi,

in September I took the overnight ferry to travel to the UK and as we arrived on the boat I had turned my phone off as I did not have access to wifi nor did I want to use it anyways. This was at approx 21.50h and the ferry took off at just after 22h. However I was charged twice for a satellite connection - once at 22:21 and again at 23:56 (when I was definitely asleep and still, my phone was turned off and so was roaming). 

I have tried several times to contact the customer service about this. 

Once I had a person that did not speak english (and my dutch is not fluent enough for such a specific case). Then I had a person that told me to go to KPN.com/klacht and report my problem there - which brings you back to the FAQ's and ends with having to call the customer service.

Then I had a person that told me they weren't authorized to make any decision like that and that they could not help me.

So I went to the actual store in Utrecht and was told that they could not help me there, I had to call customer service for this or try the KPN store in Nieuwegein?!

I don't recall to have ever had such a terrible experience with any customer service and at this point I feel like it's just a way of making people give up and move on. Which I would it the charges weren't nearly 40€ for something I did not use. 

So what are my options at this point? If customer service can't help me then who can?

Many thanks,

Tina