I contacted (somehow miracolously as you don't have a telephone number for people living outside the Netherlands and neither a proper email service as it doesn't allow to write more than very few words - please answer on this as well as I'm intentioned otherwise to ask to European consumer rights' center whether your practices are legal) your customer service to ask to stop the renewal of my korting abonement as I don't live in the Netherlands anymore.
I was explained that they could have stopped the renewal but I should have removed the product from my ov-chipkaart through a machine at any station in the Netherlands. As I don't live there anymore, your agent offered me the brilliant solution of sending the card to a friend of mine in the Netherlands (again, this cannot be a regular procedure and a legitimate demand for you, even if probably stated in your regulation - you should be more clear on that. Please answer on this too). The card was lost in the process. Therefore, following the advice of your agent, I reported the lost card on the ov-chipkaart website. All this should have been enough for canceling the renewal, according to your agent.
I then received an email from you but I understood that the email was an automatic reminder that didn't take into account that the abonement was in the process of being cancelled. So I ignored it, feeling sure enough out of the fact that I followed the procedure explained to me by your agent of the customer service.
The surprise came when the incasso bureau Groenwegen charged me with 90 EUR. They said you repeatedly tried to contact me at my telephone number but you failed (is there a part of the contract that says that I should keep my telephone on 24/7?). They obliged me to pay granting me that you were keen to refund me. Unfortunately they refused to explain me which is the procedure for requesting a refund (they said only to write to you through your snail mail address but this would have costed money that I'm not willing to spend as I followed your recommended procedure!).
I contacted (again miraculously) your customer service this morning and after 5.65 EUR spent, I got disconnected and I couldn't finalise my request.
With this, I requested a full refund of the 90 EUR.
Beste antwoord door Inge NS
I understand you have met some problems with the termination of your discount card and the payment. For this, I would like you to provide me your personal data + ov-chipcard number in a private message. Perhaps we can see if we can terminate the product earlier and see what we can do about the payment.
P.s. I've changed the titel of your topic a bit.