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How to cancel your subscription from abroad

  • 2 September 2015
  • 257 reacties
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257 reacties

Hello Annewil,
I have the same issue as many people above. I was an exchange student between January and July 2016. Back then, I acquired a subscription. When I was notified that it would be renewed, I asked a Dutch friend to call NS for me and have it cancelled. She told me she did and that everything should be fine now. However, I kept receiving NS e-mails that said that I had a payment due. Today, received a Syncasso e-mail that says that I need to pay the subscription fee plus collect fees using a bank account (which I do not longer have). I tried doing what someone suggested previously and cancel my OV card. However, when I try to link my card to cancel it, the only option they offer me is to send a link code to a Dutch address (where I no longer live). Please, can you help me with this issue?
Reputatie 7
Hello LCerro and welcome to the NS Serviceforum.

I will look into your case. Can you send me a private message with your full name, (dutch former) postalcode and housenumber, your date of birth and the OV-chipcardnumber? You can send me a privatemessage by clicking on my name and chosing 'stuur bericht'. I'll be available to help till 22:00 CET today. If you message me later, I will look into it as soon as I can.
Hi, I have the same issue as the people mentioned above.
And already tried for 3 years to cancel the card. Finally found this forum and topic here.
The problem is that I can not find the card anymore, so I do not know the enddate of he card, so can not register it and inactive it in the ov-chip card system.

@Thomas, I sent you the info as you required.
Hope you can help.

Xiao
Reputatie 7
I will have a look at your information as soon as I can. I will get to you on tuesday (tomorrow).
Hi, Thomas,

Thanks very much!!!

Xiao
Reputatie 7
Update: I have looked into xiaoc's details and ended his contract for him. Unfortunately it comes down to own responsibility when ending a contract, so I could not refund the three years that he was not using the contract. I did, however, get to an agreement that we were both satisfied with.
I moved away from NL several months ago. I have the exact same story to tell as many people here and I have several friends dealing with the same thing. I don’t know how many times I’ve contacted NS and been told I have to terminate the subscription at the ticket machine. The latest I heard is that I still have to pay the yearly fee (from abroad, with additional costs to me) but that they will refund it. Now that I’ve actually transferred the amount and I’m trying to get confirmation from an NS customer service person through chat that I will receive a refund, the person tells me again that I have to terminate my service through the ticket machine or by calling some 900 number, then simply stops responding. And chat is apparently the only way I am able to contact the company.

I think the legality of this is dubious. Whether or not this is the intention, by making the cancellation process so incredibly confusing and difficult, NS is making a lot of money from payments by people that are no longer using their services and don’t know about the payments. Also, there are a lot of expats and international students in NL that pay NS for their service, so if it pretends to care about customers, the company should offer a simpler way of ending subscriptions from abroad.

.......

Ik ben enkele maanden geleden van NL verhuisd. Ik heb precies hetzelfde verhaal om zo veel mensen hier te vertellen en ik heb meerdere vrienden die hetzelfde hebben. Ik weet niet hoeveel keer ik NS heb contact opgenomen en heb verteld dat ik het abonnement op de ticketautomaat moet beëindigen. Het laatst dat ik gehoord heb, is dat ik nog steeds het jaarlijkse vergoeding (uit het buitenland, met extra kosten) betaalt, maar dat ze het terugbetalen zollen. Nu ik het bedrag daadwerkelijk heeft overgemaakt en ik probeer om een bevestiging van een NS klantenservice persoon te krijgen via chat dat ik een terugbetaling ontvang, vertelt de persoon mij opnieuw dat ik mijn dienst moet beëindigen via de kaartautomaat of door een 900 nummer bellen. En chat is blijkbaar de enige manier waarmee ik contact kan maken met NS vanuit mijn land

Ik denk dat de wettigheid hiervan dubieus is. Door het proces zo ingewikkeld te maken, maakt NS veel geld uit betalingen door mensen die hun diensten niet meer gebruiken en niet weten over de betalingen. Ook zijn er veel expats en internationale studenten in NL die NS betalen voor hun dienstverlening, dus als het zich voordoet om te zorgen voor klanten, zou het bedrijf een eenvoudiger manier bieden om een abonnement uit het buitenland af te sluiten.
Hoi Valdin,

Welkom op het NS Serviceforum!
De OV-chipkaart is een product van OV-chipkaart en het abonnement is een product van NS. Wanneer je niet in staat bent om de deactivatie op te halen bij de kaartautomaat dan is de andere optie om je OV-chipkaart te blokkeren bij OV-chipkaart (NS kan dit niet doen). Hun telefoonnummer is inderdaad 0900-0980. Je kunt ze ook bereiken via een contactformulier of via Twitter (@OVchipkaart). Pas wanneer de OV-chipkaart geblokkeerd is zijn wij in staat om het abonnement te beëindigen zonder dat hiervoor een deactivatie opgehaald hoeft te worden.
Hi,
I have exactly the same problem as above all people.. I have just received an email from Syncasso. I have already created an account here and on OV-Chipkaart website, but I cannot link my OV card to my account because the link will be sold to the address that I'm not using anymore. I have no idea what to do next :(
I would be extremely grateful for help!
Best,
Edyta
Hi Edyta,

Welcome to our NS Serviceforum 🙂 I'm sorry to read this. I understand that you're abroad and want to terminate your OV-chipcard before you can terminate the subscription? Then first please contact OV-chipkaart. If they can terminate your OV-chipcard, please contact our customer service (NS) after 4 working days. By then we will be able to cancel your subscription.
Hi Iris!
Thank you so uch for the reply!
So, to clarify, could you confirm if I understand correct?
1. I should pay Syncasso as soon as possible.
2. I should terminate my OV-chipkaart via OV-chipkaart website. On their website, should I choose an option that I have lost the card, or should I choose that I want to terminate my card? I'm asking because I have not any adress in the Netherlands anymore, so no documents can be sent to me.
3. After 4 working days I can contact you in order to terminate the subsciption.
Is above right?
If yes, could you please tell me if syncasso paymnet is needed if I want to terminate my subsciption anyway?

Thank you in advnace for answering above!
Best,
Edyta
To whom it may concern,

My friend and I are Singaporean students who went on exchange in Maastricht University from Jan 16 - Jun 16 and we registered for a subscription plan for an OV Chipkaart each then.

We were appalled when we checked our emails recently, as it appears that we are being charged for the auto-renewal of our cards. The amount has also increased since, of which we were not aware of as we do not regularly check those respective email accounts.

We have not been residents of Netherlands since June 2016, and have instead been living in our home country of Singapore since July 2016. As we have not been physically in the Netherlands, or using NS services, we do not wish to pay for any NS subscription that will be physically impossible for us to use.

Furthermore, I find it ludicrous that there is a subscription that self-renews, requiring finances, without any authorisation from the owner of the subscription.

Kind regards
I'm sorry to hear this clarencium, but if you sign up for a contract it's important to know what you're signing up for.

My advice would be to contact us on Facebook or Twitter, both you and your friend. We can check how we can cancel the contract for you.
Hi Chiel! Thank you for your swift response, I will communicate with you via Facebook

I'm sorry to hear this clarencium, but if you sign up for a contract it's important to know where you're signing up for.

My advice would be to contact us on Facebook or Twitter, both you and your friend. We can check how we can cancel the contract for you.
Good day,

I would like to cancel my subscription for Dal Voordeel , 2nd class. I don't want to cancel the card, because I might be coming to the Netherlands at the end of this year or early next year, as I am a PhD student in NL in the final year. I have been paying the subscription for the past 2 years without using it, and I just received another email reminding that the payment for renewal is due this week.

I don't have someone I can send the card to do the cancellation, so I would really like to do it online.
The information I got on the renewal email is: Relatienummer: 12219589 and Our reference:5045730506
Please let me know if you need more information.

Aline
Reputatie 7
I'm afraid that with all the information I am reading, it won't be possible to cancel your contract without also making your card unable to carry a new contract. The problem is that we can either end your contract without you having to pick up the cancellation at the cardmachine (blocking the card from carrying any other products from NS in the future) or we can send a cancellation to the card machine for you to pick up.

As of now, you cannot cancel your contract online, as in: pick up that cancellation. We need a communicationmoment with the card and our card machine.
You have two options now:
1. Pay for this year and see it through, so your will be able to use the contract again next year when you come back to the Netherlands. If you choose to do this, I am sure that our Facebook and Twitter department can think of a creative solution to make up for the previous two years you have paid for a contract you did not use. Contact them if you'd like and tell them I sent you there.
2. Let us cancel your contract without having to retrieve the cancellationorder at the cardmachine, and when you return to the Netherlands, file for a new OV-chipcard and order the contract on this new card.
I'm afraid that with all the information I am reading, it won't be possible to cancel your contract without also making your card unable to carry a new contract. The problem is that we can either end your contract without you having to pick up the cancellation at the cardmachine (blocking the card from carrying any other products from NS in the future) or we can send a cancellation to the card machine for you to pick up.
Thank you for the response Thomas. In this case I will go for option 2. Kindly advice on the next steps then.
Kind regards, Aline

As of now, you cannot cancel your contract online, as in: pick up that cancellation. We need a communicationmoment with the card and our card machine.
You have two options now:
1. Pay for this year and see it through, so your will be able to use the contract again next year when you come back to the Netherlands. If you choose to do this, I am sure that our Facebook and Twitter department can think of a creative solution to make up for the previous two years you have paid for a contract you did not use. Contact them if you'd like and tell them I sent you there.
2. Let us cancel your contract without having to retrieve the cancellationorder at the cardmachine, and when you return to the Netherlands, file for a new OV-chipcard and order the contract on this new card.
Ik heb vorig jaar mijn voordeelurenabonnement gecanceld, en er ook geld voor teruggestort gekregen. Nu krijg ik een mail van NS dat de betaling van mijn doorlopende abonnement binnenkort voldaan moet worden. Naar mijn weten heb ik helemaal geen abo meer. Wat moet ik doen? Ik heb al gebeld, maar daar neemt niemand op voordat mijn belkrediet op is (buitenland) en ik heb geen twitter.
Reputatie 7
Wat je eventueel kunt proberen, RemkoA, is de Live-chat, Die kun je hier bereiken.
Dear NS,

Like many other people, I want to terminate my OV-chip card because I don't live in Netherlands anymore.
I tried to cancel my card via OV-chipkaart home page but I cannot because my card was lost and I couldn't link the card in the system.
And I have also received an email from Syncasso to pay 90 Euro.
So please tell me how to cancel my ov-chipkaart.
And tell me I have to pay the money or not.
Reputatie 7
Hello Nixon and welcome to the NS Serviceforum.

Feel free to contact us on Facebook and Twitter, we'll have a look at your information and see if there is anything we can do for you regarding this contract.
Hi, I have cancelled the OV chipkaart by reporting stolen, as in the instruction. Is there anything else I need to do after that?
Yes, you should also follow the rest of the instructions. Because after you've cancelled the card you should also terminate the subscription. The instructions for doing that are:
"Two days after cancelation of the card, please contact NS Customer Service per Twitter (NS_online) or by phone (0031 30 75 15 250)."
Hello people, please help :((
I moved abroad half a year ago and do not wish to come back to the NL. Today I just received an email NS charges my account for 50e ( im sure I never signed up for a reneval, unless it does it automatically)
I dont have a dutch bank, so Icant cancel the subscription- I asked my friend to make the transfer for me, so it's him who's being charged which is even worse.
plesae help!
thank you for your time guys!!
Hi Medion,

Payment for our subscriptions and the subscriptions itself are indeed automatically renewed. You can follow the instructions in the OP (original post) to complete the cancellation:

Cancel your OV-chipcard
1. Register here. This registration is in Dutch. Fill in a username, your mail address and a password.
2. Report your card as lost or stolen here. Do not ask for a replacement of the card.

Cancel your subscription
Two days after cancelation of the card, please contact NS Customer Service per Twitter (NS_online), Facebook, chat or by phone (0031 30 75 15 250).

Keep in mind that if you received a reminder of payment, you do need to pay the subscription fee. After cancelation, a refund of the remaining months will be transferred.

Extra information
- Lost your card? Please contact OV-chipcard at @OVchipkaart or through this page

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