Good afternoon everybody, I’ll try to be clear and explain the surreal situation going on. I hope someone can help.
I came to the Netherlands as a student and bought a Dal Voordeel abbonement, starting date 09/11/2018.
I didn’t know the subscription renewal was automatic, but I assume it’s my fault I didn’t check. I returned to my home country in August and never used the service again.
After one year (19/11/2019) I had the yearly amount (52 euros) automatically withdrawn from my card, and not sure of what it was I cancelled tha payment and got the money back. I never received any email about this. Since I was travelling at that moment I delayed the issue to when I got back home (half december). I contacted the client service through the chat and explained that I didn’t know about the renewal, I didn’t use the service for months, so if they could please cancel my subscription.
On the 11 of January, the owner of the house I used to live in the Netherlands sent me a picture of a letter from NS. I immediately contacted the client service and apparently the subscription was not terminated, therefore the company was requesting the payment of 52 euro.
I was obviously not happy with how things were going but agreed to pay for the first three months and receive a reimbursement of 38.39 euro for the rest of the year. The operator clearly said: pay the 52 euros now and you will get the reimbursement before 30 days. I then received an email with the confirmation of the subscription being terminated.
I want to highlight that except for this I never received any email from NS regarding what was going on. I simply didn’t know what was going on until then.
A couple days ago, since I didn’t receive the reimbursement yet, I contacted the client service again. I was told that the information received on the 11 of January was wrong. Since too long had passed without payment, a collection procedure was started on the 1 of January and therefore I had to pay 40 euros more. So essentially I was induced to pay 52 euros with a lie from the operator on the 11 of January. And I even owed them more money at this point.
I repeatedly try to explain the situation to the client service but it was totally useless.
I know this is partially my fault but I’d like to hear an opinion about how things were handled. There was a clear mistake in the procedure and wrong information was given, so I don’t see how I have to pay for that. A partial reimbursement would be the minimum at this point.
I thank in advance anybody who can help me
Beste antwoord door Erryt NS
Hello Michele.senardi, welcome at our community,
I'm sorry it turned out this way. I must point out, however, that we always send an advance notice by e-mail. When ordering a subscription, you enter an email address and we will use that email address for correspondence. I would like to check this for you, but I'm afraid there is nothing I can do for you about the costs you have to pay. In addition, I would like to advise you to transfer the costs to the collection agency. After that has been done, you can contact our customer service again to ask if you will get a refund, as this is often the case.