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I received confirmation that my application had been processed and a refund within 4 weeks, but it never arrived. The letter arrived on January 9

Hi Kyra Malkova. Welcome to the NS Community! 

That's strange. Did you receive this confirmation by email? Then please reply to this email about this. Then the right department can check your refund.

Yes

I received a letter and nothing else, no refund

I'm sorry about that. Then you can best follow Lorena's advice or get in touch with customer serivce.

Do you have a subscription or travel via rekening ( automatic bank transfer)? If so they usually deduct the amount from your next invoice which you can check in your account.

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