Activation costs charged

I signed up for a new subscription on the website for which activation costs were not charged (Activatiekosten - actiekorting: gratis). Following one of the post in the forum I then called up the KPN number 088-7650017 to update the delivery address of the hardware, since I won’t be moving into the new house until the 1st of Feb. The representative told me it was not possible to update it on the current order, and that he needed to cancel and recreated as is, and he would just add a note for the delivery (fine with me), but now the activation costs have been added as 25 euros? Is that normal practise when you call the call center instead of completing the order yourself?

Any help would be appreciated.

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Update: called again and they will reimburse the activation costs once the first bill will arrive, but they cannot remove it from the original offer it seems