I hereby would like to describe my bad customer experience, and express my complaint.
I am subscribed to Dal Voordeel, since some years. For this there is a yearly subscription which is debited from my account. I never received a letter for this invoice before the transaction, therefore I was not aware that the charge would occur in January from my bank account. I therefore did not recognize the cost.
During the months of February and March, during which most of the time I was away travelling, I received one letter mid February, for the non-paid invoice. I did make the payment in the beginning of March, as soon as I saw the letter. Unfortunately I used the wrong IBAN and the payment did not go through. This I realized on the 25th of March after talking to NS support, after which I made the transaction again.
In the meantime I received a mail from Syncasso with the fine. I gave them a call as your colleague suggested, and they mentioned that NS has to tell them that the payment was complete. This did’t happen, and I had to call NS support once more. The employee then found the payment and sent the note to Syncasso, insisting that I would still have to pay the 40 euros fine!
I am objecting to this fine, as I was not informed by letter in advance for this, but only one weeks after the payment was due. I was accused by your employees that I should have read my email. I would urge you to do some research on the email open rates. My inbox is exploding and NS mail also ended up in my spam. It is not my responsibility to guess that I am expected to make a payment, but I do expect that NS would have sent a letter, not email, weeks before the due date.
My complaint was mocked and disregarded by your colleagues who I talked to on the phone, and did not offer me any support or advise how my complaint can be heard and taken into account. I was explicitely told that, they will file my complaint and nothing would happen (!). I hope this is not the treatment that your company wishes to give to customers.
On top of the invoice miscommunication and the fine, my bad experience continues. Your colleague informed me that I would receive the refund for the remaining months of my subscription, as it has been cancelled. Without any warning!
Even worse, he informed me that if I wanted to have the subscription again, I would have to order a new OV chipcard as mine has been blocked and cannot be unblocked. This process is unreasonable and is not justified for paid invoices. I now also have to buy a new OV chipkard, which apart from the additional cost will require a lot of time to setup in new different accounts and products. As you are aware, an OV chipcard is not limited for NS use only!
Therefore I would like to ask for the unblocking of my OV card and most importantly a review of your processes, as for such scenarios they are very hostile towards your clients. I felt I was and am still treated like a criminal.
I am obliged to report my complaint and experience to ACM & ECC Nederland, Geschillencommissie, Consumentenbond , NS community, Social Media and any other platform that will help being heard. It’s unfortunate that the feeling I got from your employees’ comments was that I would be ignored by NS.
However I am hoping for your reaction to solve this manner efficiently. I would appreciate a non-generic response.
Beste antwoord door Emma NS
Hereby I close this topic. If there are any questions about this, we'll read that in the comments.