Can't purchase phone because of non-Dutch identification papers

Hi,

I have been a trusted customer for 6 and a half years, using you as provider for both my home WiFi and phone. 

As my current phone is currently at its last days, I have decided to make use of the Black Friday discount and get a Phone + subscription through KPN. I opted for the iPhone 16 and your representative at the store (that has been very nice and helpful) gave me the expenses breakthrough. 

Once he realized I already had Kpn as phone provider he told me I had the rights to extra benefits which would allow me to make a much lower down payment on the first invoice and raise the monthly payment a little. I was happy to hear and proceeded with the order. 

The store employee was completing the process and got a notification on his screen informing him that Kpn was going to perform a data check on me. He was confused when this popped up and went to ask for further info to another colleague in the back, he then reassured me it was just a formality and everything would work just fine. 

After receiving the contract confirms via email, I got another email saying that my order was refused due to “not meeting the internal conditions”. I then had to call KPn, be transferred several times and all the employees were tip toeing around the issue. Someone finally confirmed to me that the issue was related to the fact that I presented a non-Dutch document, thus was not allowed a loan of more than 500 euro from KPN. 
 

Please explain to me:

• how is this not considered discrimination? I also had to pay 35 euros to the gemente for an official document stating I’ve been registered here for the past 7 years only because your company “needed it”; 
• If this is not shady behavior, how is this not indicated anywhere on your website?
• Why are your employees never trained properly? I would expect your store employee to let me know that if I’m not Dutch or I don’t have a Dutch ID I was not “allowed” to pursue this contract because Kpn treats expats differently. 
•  

i have a scheduled call to submit an official complaint through your system and will check with my legal rep. but this behavior is very shady. With the amount of money I gave you for the past 7 and a half years I most likely bought more than 2 iPhones.