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Unfair charges & no help from KPN

  • February 12, 2025
  • 6 reacties
  • 157 keer bekeken
M
Nieuwkomer

I've been receiving spam calls and never answered them, yet KPN sent me a huge bill claiming I received calls while abroad. Some calls I did receive ended in 1 second, and the numbers KPN charged me for don't even appear in my call history.

When I contacted KPN, they offered no solution, no spam filtering, and refused to remove the false charges. Instead, they suggested I change my phone number, which is completely unreasonable. I have now reported this to ACM and will escalate further if needed. Extremely disappointing service!

Beste antwoord door Erwin van KPN

Hi ​@meboz . 

I'm sorry to hear about your experience with these unexpected charges. I understand how frustrating this must be, and I appreciate you taking the time to share your concerns.

I don't have acces to your account so its unclear to me what happend here. 

To better assist you and explore possible solutions, I recommend scheduling a callback with one of our specialists. They can review your case in detail and see if there's anything further we can do. You can book a callback at your convenience here:

Contact en klantenservice | KPN

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6 reacties

P
Topper
Forum|alt.badge.img+3

What country were you in when these call costs were created?

If outside the European Union, maybe KPN charged for incoming calls rerouted to a voicemail box?

M
Nieuwkomer
  • meboz
  • Auteur
  • Nieuwkomer
  • February 13, 2025

What country were you in when these call costs were created?

If outside the European Union, maybe KPN charged for incoming calls rerouted to a voicemail box?

I was indeed outside of EU but in the details of the invoice, the timestamps of the ‘calls’ I was charged for are not even matching with my phone’s call history. This is definitely a scam but KPN is basically saying there is nothing they can do about this.

P
Topper
Forum|alt.badge.img+3

If incoming calls were rerouted to voicemail while your phone was unreachable (switched off or without mobile network coverage)

or while your phone was busy without call waiting service, there would be no call records in the phone.

Or on a smart phone, maybe installed apps that automatically call/send sms without logging.

All just guess work on my part.

Ik_Combineer
Erwin van KPN
Moderator
  • Erwin van KPN
  • Moderator
  • Antwoord
  • February 14, 2025

Hi ​@meboz . 

I'm sorry to hear about your experience with these unexpected charges. I understand how frustrating this must be, and I appreciate you taking the time to share your concerns.

I don't have acces to your account so its unclear to me what happend here. 

To better assist you and explore possible solutions, I recommend scheduling a callback with one of our specialists. They can review your case in detail and see if there's anything further we can do. You can book a callback at your convenience here:

Contact en klantenservice | KPN

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M
Nieuwkomer
  • meboz
  • Auteur
  • Nieuwkomer
  • February 18, 2025

Hi ​@meboz . 

I'm sorry to hear about your experience with these unexpected charges. I understand how frustrating this must be, and I appreciate you taking the time to share your concerns.

I don't have acces to your account so its unclear to me what happend here. 

To better assist you and explore possible solutions, I recommend scheduling a callback with one of our specialists. They can review your case in detail and see if there's anything further we can do. You can book a callback at your convenience here:

Contact en klantenservice | KPN

Thanks a lot for your feedback ​@Erwin van KPN. I have already called customer services and they told me there is nothing they can do about this...

Erwin van KPN
Moderator
  • Erwin van KPN
  • Moderator
  • February 19, 2025

That's very unfortunate. The best course of action would be to file an official complaint. You can use this link:

https://www.kpn.com/service/klacht-of-vraag-indienen/formulier

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