KPN glasvezel werkt niet door ontbrekend TK01-kastje en dubbele afschrijving van abonnementskosten

Subject: Urgent: Missing installation parts and incorrect double billing for non-working Fiber internet

Dear KPN Support,

I am writing to you regarding my new Fiber internet subscription. I have received the installation box containing the KPN Box 12 router, but the package is missing a critical part.

I have the white fiber connection point on my wall (FTU), but my installation package does not include the black TK01 Glasvezelkastje (ONT) and its power adapter. Because of this, I cannot connect the yellow ethernet cable to the wall, and my internet has never worked.

Furthermore, I am very disappointed with the billing. KPN has not only been charging me monthly for a service that doesn't work, but recently the system has also double-billed me, deducting €22.50 twice in the same month from my bank account. Because of this incorrect double deduction, I had to initiate a chargeback (Storneren) through my bank for the incorrect duplicate amount.

Since this piece was missing from my self-installation package (Doe-het-zelf), I kindly request you to:

1. Send the black TK01 ONT box and its power adapter to my home address by post for free immediately.
2. Correct my billing status, stop the automatic monthly fees until the internet is fully activated, and ensure I am not penalized for the chargeback of the incorrect double billing.
3. Refund or credit my account for the previous months I was billed without having an active internet connection.

Going to the KPN store in Hoorn did not resolve my issue, as they insisted on sending a technician for €99, which I refuse to pay because the part was missing from your side.

Thank you for your swift response and for resolving this financial and technical issue.

Best regards,