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Hello everyone,

 

I ordered a phone in February, for delivery in a week. I never receive it, and inform KPN. An investigation is underway, and my phone has apparently been lost by PostNL. I have been receiving emails for many weeks to this effect, indicating that an investigation is underway.

Seeing no progress, I order the phone elsewhere, waiting to be reimbursed.

After several months, I decided to call KPN again to find out what had happened, and they told me that the phone had been delivered according to PostNL, that I had been notified, and that the case was closed. Except that I got neither the phone nor the money, and no e-mail or call to tell me all that. And it's apparently too late to reopen an investigation.

According to them, the only solution is to go to the police. Is it legal to do that?

Hi ​@SB808 , I think you might want to report it to the police.

This is perfectly legal, and insurance-wise you have the most chance of being reimbursed. Also, with the report, PostNL and the police may start a criminal investigation. Clearly, your phone was stolen during the process, but it will be very hard to determine where, how and by whom - especially because it has already been a few months.

Hello XS4-Arjan, thank you for your reply. On KPN's advice I did report it to the police, so we'll see what happens.

 

But I find the handling of the case and especially the communication by KPN disappointing, I never knew anything about the investigation, and once it was over they didn't inform me or offer any solution.

Hi ​@SB808 and welcome to our KPN Community. I'm sorry to read that your phone was lost and that our handling of the aftermath wasn't something to write home about either.

The least you can expect is to be kept up to date when there's an investigation going on and it's very odd that you haven't been notified of anything. 
Great that you’ve filed a police report, that's step one. I hope they'll be able to provide some closure on this. 

For step two my suggestion would be file a complaint with us. It's our responsibility as the sender to start the PostNL investigation and either PostNL or we should keep you up to date on this afterwards. 
Plus, you ordered your phone with us, it was paid for, and you never received it. So that needs sorting too. I have good hope that our complaints department will be able to help you with that and hope you'll have a solution there soon.

Apologies for the inconvenience and thank you for being so incredibly patient with us. 

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