My cancellation due to emigration has not been processed

Also when i was given the contract, i never received a mobile number and therefore never could log into the app to connect my phone plan to my account. my contract number is ***.

Hi @Soren . This topic got lost . I'm really sorry for that.

Did you manage to find a solution?

No still no resolution. I have since submitted a second request for cancellation but still no update.

@Soren I'm assuming you used this link right?

https://www.kpn.com/service/administratie/verhuizen/emigreren

(and you've send the relevant documents in the attatchment? )

Yes i have filled out that form twice now and have sent the confirmation from my university in the UK accepting my place.

I'm not sure if that's a valid document, @Soren .  I know they are pretty meticulous about this.   The want an official document stating your new place of residence.  Or a deregistration from the municipality document (so proof you are no longer a resident in The Netherlands )

I have submitted the form for a third time with the confirmation from Gemeente Eindhoven processing my immigration request, which I performed through Digid so there isn't some signed document; it is only an email. I have more documents if needed but of course the form only allows for one document. It would have been nice if I had gotten any form of response on the first two submissions saying that the document ‘wasn’t valid’, but alas I feel as if asking for good customer support from kpn is akin to fishing in the deep ocean with only a meter long stick.

Yeah,  to be honest I'm not that happy about the process either but it is what it is.  I have good faith the last submission wil do the trick.

It can take a while (as you sadly know).   Get back to me in 2 weeks if you haven't heard from them so I can escalate it for you. 

Okay I'll wait. Thanks for your help.

i have still received no updates and am still getting threats of collection agency for late payments. I would like to make it clear that i am going to ignore these attempts at collection until a proper response has been made, and will not be paying extra fees regardless. 

We cannot stop the collection process, this will continue. So you can either pay the bills, or deal with the collection agency.

Either way, I would like to check why your request still hasn't been processed yet. But for this, I need more information. Could you add your full name, date of birth, 06-phone number, your customer number, and the last 3 digits of the IBAN known to us to your profile? Let us know when you've done so.

I have updated the information in my profile, and the iban is posted in personal comments as there was no specific location for it.

Thank you, ​@Soren. I've taken a look and I see that our back office has denied the request. The evidence sent in is, unfortunately not valid. You're sending in screenshots of paperwork, but vital information that we need to confirm that it is actually you, is missing. I don't mean to be insensitive, but everything you've sent in could have been faked. And that is why we cannot accept these items. 

You're going to have to send in new evidence. The easiest to get, for you, is probably from your school. What we need is a statement from the school that you are enrolled. That statement needs to have your personal details, including your full name and date of birth (to match with our records), as well as a signature and/or stamp of the school, plus start date of the school term. Then send us the entire document (scanned in, or photographed if you get a paper copy), not just a part of it. Then we can cancel your contract going back to start of term. 

If you've left the Netherlands before start of term, and you want the contract ended per your leaving date, then we need proof of that instead. In the same vein, we need a full document from your county confirming you've left. And that needs to also contain your personal details. If it doesn't, the proof could be anyone's.

If you don't have a proof of deregistration with your details,  you can get an extract of the Non-Residents Records Database (RNI).  Which is sort of the same thing. This extract can be requested from one of 19 counties with a specific RNI desk. Here is a generic information page about requesting an RNI extract. And here's a list of all the municipalities that have an RNI desk. There will be a fee, and the process might not be exactly the same for all of them. Some might let you request it online, others might require a presonal visit by either yourself, or someone on your behalf. So, I suggest you look through the list and see which one works for you and your situation.

Additionally, there are a few different kinds of RNI extract. It's probably best to choose ‘other’ so you can indicate what kind of information the municipality should add to the extract. Make sure that it lists at least your address in the Netherlands, and the date of deregistration.

Thank you very much for this information. I am on vacation right now and my school is out of office but as soon as i can get these documents in pdf form i will. Once i get these documents should i simply submit the cancellation request again with them attached? Secondly, what should i do about further fees? Does the cancellation due to emigration require contract fees to be paid in full or is there a clause that allows exemption? Considering the circumstances could the action of a collection agency be postponed until i at least get the documents on hand. 

The easiest thing is indeed to submit a new request. To not make things complicated, it is the best to pay the fees. After your request is being processed, the fees which were paid to much, will return to you. 

I have finally gotten a dialog going with the Opzeggen email address. I assume that is the branch responsible for cancellation, and i hope that they will take care of it as they have said they would. Unfortunately i literally don't have 239+ euros at the moment so physically cannot pay the fees that are being threatened. If the cancellation doesn't occur before the 2nd of February a collection agency is being involved and i would rather not have to drag myself or any of you through fighting that which i shouldn't owe. Thanks for understanding.