It's a mistake made by NS conductors about Lost & Found. I think NS is responsible for my loss. I have gone to the police station, since this issue sounds like a crime. But before that, I should let you know what has happened, in case in the future there would be other victims. Please ask every NS people to follow your working procedure carefully!!
Yesterday (09-19), after work, I took a train from Amsterdam Centraal to Amsterdam Lelylaan, which left at around 19:02. When I arrived Lelylaan and got off the train, suddenly I noticed I dropped my cell phone. Through the window, I saw it was on my seat. I wanted to get in again but the train was about to leave. I knocked the window and luckily a young lady noticed it (at around 19:16). Then I gave her a call to my phone through my girlfriend's cell phone. I told her to give the phone to an NS officer on the train (at around 19:20 pm). Luckily, at that time there was a lady from NS, who was on her way home after work, helped me a lot about how to deal with this. She tried to give a call to her colleague on customer service, but the line was too busy. After I arrived home, followed her instructions, I filled in the form on the NS website to report my lost cell phone, and got a reference number for it 8000557816. Then I called the NS customer service. A lady answered my phone and confirmed that NS had my phone and would send it to the Lost & Found in the Amsterdam Centraal Station and I could pick it up tomorrow (09-20) with a reference number 8000557797. It looks like the problem is solved.
However, the next day (09-20), when I went to the Lost & Found in Amsterdam Centraal Station with my reference number (at around 10:00 am), the officer told me they didn't have my cell phone. It was quite strange. An NS officer in Amsterdam Centraal, named Marcel, helped me gave another call to the NS customer line and reconfirmed that my phone was sent to the Amsterdam Centraal Station. He reported it to his colleague in Lost & Found. They checked again but still got nothing. As it was so strange, they checked the online record (NS database for lost and found, I guess), and found out the customer service was right. My cell phone was sent by an NS officer to the Amsterdam Centraal. But they actually didn't receive it. In order to know what was happened, they gave a call to the person who sent my phone to the Amsterdam Centraal Station (whom they found through the online record). A lady picked up the phone and said she just dropped my phone to the service desk, instead of the Lost & Found!!! Then, Marcel and I went to the service desk, he tried his best but still he cound't find my phone. Then, he gave a call to the person who was working last night at the service desk. Marcel spoke Dutch with him/her on the phone. During their talk, the guy/girl from the phone asked me where am I from. I told Marcel I'm from China. Then, at last, the NS officer who worked at the service desk last night claimed that a Chinese couple went to the service desk and told them they lost their cell phone. So he/she gave my cell phone to them, since they could unlock my cell phone!! He/she claimed that they came at around 20:30. He/she gave my phone to this couple without asking any reference number, or even leaving some information about them!!!
To me, this is so strange!!! No one knows I lost my phone, except me and my girlfriend. The only way to unlock my phone is to use my fingerprint!! I don't believe there would be someone who could crack this on the spot! And a Chinese couple? Just appear after I lost my phone? (According to the NS people who worked at the service desk, the Chinese couples appeared at 20:30, but I lost my phone at 19:20, what a coincident!!!). Today, when I got home, I checked all my accounts. The log-in history shows, after my last use of my phone on the train (at around 18:42 19-09-2017), no one has used my phone then. Hence I don't believe that someone really unlocks my phone in front of the NS people at the service desk, without using the phone anymore. The entire process is so suspicious!!!
As a result, I think I should go the police station. Maybe there is a camera around the service desk. I have to confirm if there is a real Chinese couple, as what he/she mentioned!! But I just want to remind you that, if the NS people on the train who sent my phone to the lost & found point in Amsterdam following your working rule, instead of sent it casually to the service desk, this would not happen. I think NS is responsible for my loss. I lost my phone, which is a One Plus 3T, gold phone with a bamboo case, and all the precious information in it.
You could reach me through my email: firstname.lastname@example.org
I want to know what NS is going to do. Besides, I want to thank Marcel, the NS officer in the Amsterdam Centraal, who helped me a lot, and the lady who gave me a hand in the Amsterdam Lelylaan station, who is an NS officer as well.
I still believe someone took my phone and made up a story about Chinese couple. NS is responsible for this. What I want to know is, truth.
Beste antwoord door Gabriëlle NS
I have contacted my colleagues of the Lost and Found department. Your phone has been in our possession but has been lost in the process of getting the phone back to you. I would like to apologize for this major mistake. Because it is our mistake that the phone is lost, you can ask for a refund for the phone. Please send us a letter with the original invoice, the invoice you got when you purchased the phone, and send this to our customer service. You can send the invoice, with a letter describing what happened to NS Klantenservice, Postbus 2372, 3500 GJ Utrecht. There is a notification in your account that we will refund the phone to you.