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Trouble cancelling my contract and no good service in English

  • October 15, 2025
  • 7 reacties
  • 77 keer bekeken
B
Nieuwkomer

Hello,

I feel annoyed and scam by the cancellation system.

 

I went on KPN website to cancel my subscription the 30th of September. I discovered that day that I couldn't cancel the contract on my own. Sounds fishy but why not, I filled up the cancellation submission and then received a mail confirming my cancellation submission and stating that I will be receiving a call to complete the cancellation. This is the email, you can see it's been sent on september 30.

 

A call came in at 12 the same day and refused to speak English then hanged up. Weird. I tried to callback and ask for English, hang up again. I thought ok, I'll try next week.

Friday 10 of October, no news from KPN, I decide to call again. This time english is available. Although the person on the phone tells me that no, there isn't a cancellation process at my name ?? I tell the person that's not true, that I have the email in front of me stating the opposite. The person keeps telling me I have to pay 2 other months. (It's been 4 years I'm with KPN so I'm way out of the 2 years contract). No solution was found. 

Cherry on the cake, the person on the phone told me to rate the call and its service, what a joke.

 

Highly disappointed, I was praising KPN to most of my friends here, I was so so wrong. 

Beste antwoord door Vikash van KPN

Hoi ​@Bastien. Welcome to the community! I’m really sorry to hear about everything you’ve experienced while trying to cancel your subscription. I can imagine how frustrating and disappointing this must be, especially since you’ve always spoken positively about KPN. It sounds like you’ve been passed from one person to another without anyone really providing a solution, which is certainly not how it should happen. Unfortunately, I’m not able to help you further with this here, as subscriptions cannot be cancelled through this channel.

Since your situation seems to involve both administrative and phone-related issues, our customer service colleagues are best placed to look into this personally. They can find out exactly what went wrong and work with you to find a solution. I recommend scheduling a call-back appointment. You will be called at a time that suits you, and everything can be carefully reviewed.

Alternatively, have you already filled in the complaint form? If so, a colleague from the complaints department will contact you soon to discuss this further.

I really hope this gets resolved quickly. Please keep us updated here on how it goes.

7 reacties

huistijger
Superuser
Forum|alt.badge.img+23
  • huistijger
  • Superuser
  • October 15, 2025

Hi ​@Bastien 
 

Canceling your subscription is only possible by phone.
You can also schedule a call  (bel-afspraak), and KPN will call you at a time that suits you.
Or call KPN's toll-free number 0800 0402.

Available: Mon-Fri 8:00 AM - 6:00 PM, Sat 8:00 AM - 5:00 PM.

Closed on Sundays and public holidays.

Leave a message saying "I want to cancel."

"Als een mens een deugdzaam leven nastreeft, zal zijn eerste daad zijn zich te onthouden van het kwetsen van dieren". Albert Einstein.-- iMac 24 M1  macOS Tahoe 26.1 100/100 Box12b TV+
B
Nieuwkomer
  • Bastien
  • Auteur
  • Nieuwkomer
  • October 15, 2025

I understand that I have to do it by phone but how can I go through if the retention agent refuse to speak english and hang up to me twice?

huistijger
Superuser
Forum|alt.badge.img+23
  • huistijger
  • Superuser
  • October 15, 2025

Speak directly "I want to cancel and I want someone who speaks English"

"Als een mens een deugdzaam leven nastreeft, zal zijn eerste daad zijn zich te onthouden van het kwetsen van dieren". Albert Einstein.-- iMac 24 M1  macOS Tahoe 26.1 100/100 Box12b TV+
B
Nieuwkomer
  • Bastien
  • Auteur
  • Nieuwkomer
  • October 15, 2025

Yeah but now I have to pay 2 more months for a subscription I won't be using. Even though I did everything in order by requesting a cancellation on the due date. It's because your sales retention agent didn't wanted to speak english that I have to overpay 65x2 euros. 

 

4 years customer paying full price 65 per month and this is how I get treated. Unbelievable.

 

 

huistijger
Superuser
Forum|alt.badge.img+23
  • huistijger
  • Superuser
  • October 15, 2025

Then I advise you to fill out the complaint form  if you wish.

"Als een mens een deugdzaam leven nastreeft, zal zijn eerste daad zijn zich te onthouden van het kwetsen van dieren". Albert Einstein.-- iMac 24 M1  macOS Tahoe 26.1 100/100 Box12b TV+
B
Nieuwkomer
  • Bastien
  • Auteur
  • Nieuwkomer
  • October 15, 2025

Thank you, I will.

 

Thanks for your time and help. Have a great day.

huistijger
Vikash van KPN
Moderator
Forum|alt.badge.img+23
  • Vikash van KPN
  • Moderator
  • Antwoord
  • October 16, 2025

Hoi ​@Bastien. Welcome to the community! I’m really sorry to hear about everything you’ve experienced while trying to cancel your subscription. I can imagine how frustrating and disappointing this must be, especially since you’ve always spoken positively about KPN. It sounds like you’ve been passed from one person to another without anyone really providing a solution, which is certainly not how it should happen. Unfortunately, I’m not able to help you further with this here, as subscriptions cannot be cancelled through this channel.

Since your situation seems to involve both administrative and phone-related issues, our customer service colleagues are best placed to look into this personally. They can find out exactly what went wrong and work with you to find a solution. I recommend scheduling a call-back appointment. You will be called at a time that suits you, and everything can be carefully reviewed.

Alternatively, have you already filled in the complaint form? If so, a colleague from the complaints department will contact you soon to discuss this further.

I really hope this gets resolved quickly. Please keep us updated here on how it goes.

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