Cancellation of Internet Subscription

  • 2 January 2024
  • 9 reacties
  • 84 Bekeken
N
  • Nirav
  • is een nieuwe Poster
  • 4 reacties

Hi,

I am attempting to reach an Odido expert/customer service agent via this post. I requested to cancel my Odido subscription for a few months as I was going to be away from the Netherlands. After speaking with an agent I gave a month's notice starting 11th Nov with an expectation to have the connection canceled by 11th Dec 2023. Following the instructions of the agent I dispatched the modem, router and extender via DHL (the Odido partner) and also received an acknowledgment of successful delivery. Despite that, I still see that my subscription termination is pending. Also, I was charged in full for the month of December. I am not sure how can I get my subscription actually canceled, I have also written to service@odido.nl, but for no avail.

Hope to hear from Odido soon.

Teresa van Odido 4 maanden geleden

First and foremost, welcome to our Community @Nirav! 😀

Good that you let us know. I immediately look into the system for you and the delete order is indeed stuck. No worries! I made a ticket to the Back Office, I’m sure my colleagues are able to fix this for you. As soon as the problem is resolved, I can make a credit for the time you have paid too much. 

Bekijk origineel

9 reacties

Teresa van Odido
Rank
Reputatie 6
Badge +2

First and foremost, welcome to our Community @Nirav! 😀

Good that you let us know. I immediately look into the system for you and the delete order is indeed stuck. No worries! I made a ticket to the Back Office, I’m sure my colleagues are able to fix this for you. As soon as the problem is resolved, I can make a credit for the time you have paid too much. 

Wil je een leuke prijs winnen voor Koningsdag? Neem deel aan de speurtocht! https://community.odido.nl/nieuws-552/vier-koningsdag-met-ons-en-win-leuke-prijzen-hints-toegevoegd-364439
N

Thank you for your prompt actions @Teresa van Odido. I shall wait to hear back from the concerned team and hope to receive the adjusted amount credited to my account soon.

 

Regards,

Nirav

Teresa van Odido
Rank
Reputatie 6
Badge +2

You’re welcome @Nirav! 😀

Wil je een leuke prijs winnen voor Koningsdag? Neem deel aan de speurtocht! https://community.odido.nl/nieuws-552/vier-koningsdag-met-ons-en-win-leuke-prijzen-hints-toegevoegd-364439
N

Hi Teresa,

Unfortunately, I didn’t get the response that I was looking for. I was only informed on 6th January 2024 that my subscription ends on 5th Dec 2023. These details were sent to me on the email despite I having already returned the router and the extender to Odido via DHL. And to add to this, I also received another email today about my Factuur for January, which is expected to be debited from my account on 22nd Jan. So I would really urge you to help rectify the inconsistencies and help me get the refund on extra debits from December, and further stop any deductions from my bank account.

Below for your reference is the email I received on 6th January 2024:

 

Bevestiging van je opzegging bij Odido

 

Hallo Nirav,

 

Je hebt aangegeven dat je je Odido voor thuis abonnement op wil zeggen. In deze e-mail vertellen we je graag wat je verder kan verwachten.



Je hebt aangegeven dat je vanaf 05-12-2023 wil stoppen met je Odido voor thuis abonnement met klantnummer: . Je @t-mobilethuis.nl e-mailadres blijft na deze datum nog zes maanden gratis beschikbaar om te gebruiken. Let op: Op 31 maart 2024 stopt de e-maildienst definitief en kan je hier geen gebruik meer van maken.

De laatste rekening
De maand waarin je abonnement stopt, ontvang je een factuur met de abonnementskosten tot 05-12-2023. De maand daarna ontvang je van ons nog een factuur met de gebruikskosten van de laatste maand. Dit wordt automatisch geïncasseerd van je rekening. 

Heb je opgezegd binnen je contracttermijn, dan kan het zijn dat we de resterende maanden in rekening brengen op de factuur met je laatste abonnementskosten.

Informatie over het terugsturen van je apparatuur
Je ontvangt een aantal dagen voordat je abonnement stopt een e-mail met retourinstructies. Hierin vind je meer informatie over het terugsturen van je apparatuur.

Vragen? Vragen!
Kijk voor een antwoord op je vraag op odido.nl/service of vraag het aan onze specialisten op de Odido Community odido.nl/vragen. Liever iemand spreken? Bel ons op 0800-0092.
 

 

Teresa van Odido
Rank
Reputatie 6
Badge +2

@Nirav Good that you get back to me! I immediately looked into the case and my colleague noted that the line went out of service on the 6th of January. I immediately put a refund in the system for you. You will receive a confirmation e-mail shortly.  

Wil je een leuke prijs winnen voor Koningsdag? Neem deel aan de speurtocht! https://community.odido.nl/nieuws-552/vier-koningsdag-met-ons-en-win-leuke-prijzen-hints-toegevoegd-364439
N

@Teresa van Odido thank you for your response and actions. Have you arranged for the refund for December? Also, can you please ensure that no amount is deducted from my account for January as well?

Thanks,

Nirav

Ishana van Odido
Rank
Reputatie 5
Badge +3

Hi @Nirav, I would like to give you more clarity! An credit has been created from December 11, 2023 through January. But an invoice for January is already created, so this will be reimbursed afterwards. You will receive this as soon as possible! Greetings, Ishana

N

Hi @Ishana van Odido thanks for your response. I still haven't received the money, so could you please check if the credit request was correctly processed. Or may be if you could tell me how long does it actually take for the amount to be credited to the customer account after such reimbursements.

Also, for the January payment, will I need to again request for refund after the amount is deducted from my account or have you already put that request in the system?

Lastly could you please ensure that there are no further deductions from my account from February.

 

Thanks,

Nirav

Tommie van Odido
Rank
Reputatie 7
Badge +9

The reimbursement will show up on the next invoice @Nirav . I have also been reimbursed for the rest of January, this is a whopping € 1,19. Wishing you another happy Friday!

Life is too short to drink bad wine!

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