Still don't have the money back for the iPhone the delivery guy couldn't give after I paid

Dear KPN,

It will not change anything if you change my title of my complaint. 
The original title of my complaint is: 

ROBBED by KPN delivery company.

I still missing the return of 768 EUR, since day 20th of December, which makes already 1 month and 7 days.

Instead of changing my text if the complaint you could solved my problem.

KPN is highly unprofessional and acting in this important case very illegally. 
 

I want to stress a fact that I as literally robbed by KPN.
 

Hello ​@Ewelina hates, thanks for your message.

Thank you for sharing your concern. To assist you further, could you please fill in your profile with your customer number and any relevant details? This will allow me to take a closer look at your case and help you resolve the issue.

Let me know once you've updated your profile so I can proceed.

Hello Jan,

I hope you are doing well. 

I already filled the data. 
 

Warm regards, and I hope to hearing from you soon, and also my deepest condolences that you have work for KPN,

Your Ewelina that hates KPN
 

Thank you for updating your profile ​@Ewelina hates . I’ve checked your case, and I see that there is already a complaint registered and that someone is currently working on it. We appreciate your patience, and I’m confident they’ll get back to you as soon as possible. You can also contact them , you received an email on January 17 and that message also contains a pincode to contact the department that's working on your complaint. 

I find it very strange that the delivery person did not even came out of the car.

If KPN thinks this is an acceptable procedure I would really like to ask them to reconcider that.

Also the fact that ​@Ewelina hates was charged for €768,- even before all “identity checks” had been done is not how it should be. The payment should always be the last step of the procedure before handing over the phone. 

Besides the fact that the refund should take place as soon as possible it should also be made sure the procedure is going to be followed by the delivery organisation (AMP logistics B.V.).

Dear Jan from KPN,

Your answer does not provide me with any answer, nothing. You are not helpful at all. For your information I called on 17.01, and the only respond I got from another not helpful KON worker is that she wrote and email to the accounting from KPN asking for my money and still nothing. It is already one month and 10 days that I did not get any refund of my 768 EUR. 
 

so if you really want to help, you should call me and solved the problem, not ignoring it. 
 

and stop changing my Profile name. The original profile name is Ewelina hates KPN, because KOŃ literally robbed me! And on the top of that you do nothing to solved it.

so instead to adjusting my nick names here and my text try to solve my problem. 
 

Dear Jan van KPN,

The drama continuous. 
 

the miscommunication and in general no communication in KPN between the klantservice and other departments it’s highly unprofessional and not efficient. I needed to spend last week 53 minutes on the phone being switch from department to department 3 times, being forced to tell my story from the beginning again and again. It’s unbelievable and not acceptable the way KPN thinks he can get away with this huge problem.

It is 03-02-2025, so already 1 month and 15 days that KPN did not return my money, 768 EUR.
 

It is unacceptable and illegal.

The KPN robbed me and they still keeping my money, without returning it to me.

Warm regards from Ewelina hates KPN,

Goodmorning ​@Ewelina hates.

I understand the frustration because it has been taking a long time, longer than desired. I can't say much more about the content because I am not managing the complaint (this Community is not intended for that either, usually users help each other over here). However, I would like to ask you to be mindful of your tone; this is, of course, an unpleasant situation, but I ask you to continue communicating politely. The reason we have changed your 'Community name' is because it is not allowed to include the name KPN in your name according to our house rules. My colleague sent you a private message about this last week.

I have just been in contact with the person handling your complaint, and she is absolutely still working on it. She is waiting for feedback from another department, and as soon as she knows more, she will contact you as soon as possible. I am very sorry that it's taking so long, but she will let you know as soon as there's an update!

Can you tell me where in the house rules it is described that it is not allowed to include KPN in your forum-name?

It is not there, I think they need to update the house rules.

I know it is not there. The reason for my question was not to get an answer but to make KPN aware of the fact that the statement made is incorrect. 

Correct and we will have a closer look at this! I honestly thought the house rules mentioned this but this seems not the case so thanks for the feedback ​@wjb and ​@bnh.

Dear Jan, 

It is 10-02-2025 and the return of my money is still not on my bank account. 
 

I remind you that I paid on 19-12-2024, 768€ for an iPhone that I did not received and I paid for.

Highly disappointed, Ewelina hates KPN

Hi ​@Ewelina hates , I'm aware of that.. The person who is working on this is not present at the moment but I talked to her last week and she is really working on this case. I can only ask you to wait for her call.