Incorrect factuur for mobile phone bought online

Hello dear KPN.

As there is already a month as I cannot get issue with my factuur to be resolved via klantenservice, I will put my question here.

On Julne 27th I ordered a new Samsung S20 via online KPN shop. I had an email with confirmation from online system, saying that I was supposed to pay 55 EUR per month (22 for abonement + 33 for the phone itself during next two years). After that I’ve got a contract saying the opposite - to pay the full price with one-time payment.

I did a call to client support, but I was told that that is just a full price order which just pointed the full price, but my monthly payment was going to stay as I ordered online.

In a week after that I’ve got a notification from my online banking about rejected charge from bank account because of insufficient amount of money. That was a full price charge for the phone.

Since then there is already a month I am calling constantly to support trying to solve this.

Last time (about a week ago) the financial department specialist called me saying she was going to change my contract and asked how much I want to pay - the agreed amount was again the 55 EUR per month, abonement + 33 for the phone for two year.

But my last updated factuur is again incorrect, saying 24 for abonement and 6 EUR for the phone. And I still have weekly notifications about my debt of full price which I still have to pay.

What can I do from my side to solve this as soon as possible ?

Best regards,

Andrii Brus

Bladzijde 1 / 1

It is so nice to have no response in almost a month, but suddenly be gifted with ~690 EUR on my bank account from KPN, which I’ve never paid before. I would kindly ask someone to contact me and explain what is going on, because I cannot get through the support over the phone call.

Andrii Brus

Hi @Andrii Brus .

This is a weird situation. Can you fill out your profile and give me a reply (in this topic) after you have done that?

Hello @Erwin_ .

That is done.

I've examined your last invoice. (04-09-2020)

It has mutliple months on it.

For the coming month it say. (last alinea)

Periode 04.09 - 03.10

Hussel 20 GB en onbeperkt bellen/sms 41,50

Korting zolang je abonnement loopt -10,00

Toestel per maand 1 33,00

So far so good, right?

What I don't see is the hussel mobiel korting and combikorting (7,50 + 2,00) Can you confirm the above is correct? I wil try to fix the combikorting for you.

Hi @Erwin_ .

Thank you very much for your reaction on this. Yes, the above is correct and I also have doubts about the korting. Apart from that the issue “seems” to be fixed.

But - at the end of August I received a payment from KPN back TO my bank account with 693.98 EUR.

That is a nice gift, but I think that is not correct and it is somehow related to the declining of my previous factuur with >700EUR.

Could you please check that as well?

Thank you in advance.

Best regards,

Andrii Brus

Hi Andi,

I don't recogize the ammount of 693,98

I've re-sent two invoices. The first is where you had to pay te full ammount for the handset 757,40 (dated 6-7-2020)

The second invoice (dated 11-8-2020) is where we correct this error and refund -725,69 (minus a downpayment)

Do you recognize these two invoices?

Hi @Erwin_ .
Yes, I do recognize them.

Refund I understand as I paid something to KPN, and KPN refunds me money back (for whatever reason). But I didn’t pay any of those 757,40. So I expected that factuur with 757 be just canceled, but not get money back, because I didn’t pay them.

Is that make sense or I miss something?

So you never paid the full ammount? Could you make sure by checking your bank account? I've asked the collegue who helped you with changing the contract for help. As soon as she responds, I will inform you.

Did my collegue fix this for you?

I haven't heard back and I assume it's fixed. If not, let me know!

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