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Complaint Regarding Misleading Service and Billing Issues

  • 15 januari 2025
  • 1 reactie
  • 22 keer bekeken

I am writing to formally express my dissatisfaction with the services and communication I have experienced as a KPN customer. I switched to KPN based on the promises made by your representative, but my experience has been far from satisfactory.

When an agent visited my apartment, I was informed that all networks in the Netherlands were transitioning to optical fiber cables. He strongly advised me to switch to KPN, assuring me there would be no additional costs and no disruptions in service during the transition. He also promised that I could enjoy high-speed internet for six months at €35 per month and, thereafter, reduce the speed while maintaining the same monthly cost.

Unfortunately, my experience has been quite the opposite:

  1. Service Disruption: Shortly after switching, I was left without an internet connection for two weeks due to a damaged cable. Despite multiple follow-ups, the issue took an unreasonably long time to resolve. Additionally, I was informed that if the issue had been on my end, I would have been liable to cover the repair costs, which added unnecessary stress.

  2. Billing Misrepresentation: After nearly five months, I attempted to reduce my internet speed, expecting to keep my bills at €35 as promised. To my disappointment, I was told that no such plan exists, and the minimum monthly charge would be €42. This directly contradicts the assurances given by your agent at the time of sign-up.

These experiences have left me frustrated and disillusioned with your services. I feel that I was misled into switching providers and am now facing unexpected charges and inconveniences that were not part of the agreement.

I kindly request the following actions to address this matter:

  • A thorough review of my case and the promises made during the sign-up process.
  • A resolution that aligns with the original agreement, ensuring my bills do not exceed €35 per month if I opt to reduce my speed.

I value transparency and fairness in service, and I hope KPN can rectify this situation promptly. 

Yours sincerely,

Umesh

Beste antwoord door Erwin van KPN

Hello ​@Umesh . Welcome to the KPN Community!

Thank you for sharing your concerns here. I understand how frustrating this situation must be for you. However, the KPN Community is primarily a platform where customers help each other with general questions or experiences. For specific cases like yours, involving billing issues and agreements, it’s best to contact the KPN customer service directly.

I recommend scheduling a callback with our helpdesk so they can look into your case and assist you properly. You can use the link below to arrange a callback at a time that works for you: 

Contact en klantenservice | KPN

 

I hope your issue gets resolved quickly!

Bekijk origineel

1 reactie

Erwin van KPN
Moderator
  • Moderator
  • 27254 reacties
  • Antwoord
  • 17 januari 2025

Hello ​@Umesh . Welcome to the KPN Community!

Thank you for sharing your concerns here. I understand how frustrating this situation must be for you. However, the KPN Community is primarily a platform where customers help each other with general questions or experiences. For specific cases like yours, involving billing issues and agreements, it’s best to contact the KPN customer service directly.

I recommend scheduling a callback with our helpdesk so they can look into your case and assist you properly. You can use the link below to arrange a callback at a time that works for you: 

Contact en klantenservice | KPN

 

I hope your issue gets resolved quickly!


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