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Hi all, my name is Vadym Klymov,

yesterday i was traveling from Amsterdam to Haarlem and had following issue:

  1. I was checked in with my Ukrainian debit card.
  2. In the train controller asked me to proof that i checked in, but my credit card did not work for any reason, his pocket computer showed that did not check in. The controller checked it only once, i asked him to try once again but he refused. I believe if we try again it could work.
  3. So he took my passport, took my name and address, and gave me the paper to check out and there is the fee of 50euro that i should pay.
  4. In Haarlem i successfully checked out with my debit card, so that means i checked in correctly in Amsterdam with the same card that did not work for controller.
  5. I went to the NS info center in Haarlem, they checked my debit card and they see that i was checked in and checked out correctly. Below you can find the screenshot from their pocket computer. https://drive.google.com/file/d/1bkoqpo5QknQ9YTJQ-ehd8CNL2vBlkw0l/view?usp=sharing

The question what should i do next? How can i avoid paying 50euro fee? Should i send email somewhere or anything else?

PS: the controller was so arrogant, he said something like “you came here in NL from Ukraine, and think you can travel for free”, he blamed me that i did not pay and refused to try scan my debit card once again because i am from Ukraine, this is the shame...

Please contact customer service. The most convenient option is chat or Facebook chat. This can be done in English or Dutch. Then you can forward the photo.

https://www.ns.nl/en/customer-service/other-items/complaints.html

 

You can also call.

 

You can request your travel details on https://zelfregelen.ovpay.nl/reisoverzicht and forward them to NS.

That is crazy…
I see that i paid, everyone can check it via https://zelfregelen.ovpay.nl/reisoverzicht 4,90
NLOV6d5en6w9697j4l

And now i need to pay 54euro for nothing… And looks like nobody cares.

I guess the controller said you won’t get a refund. Then customerservice often doesn’t want to give the refund. I guess you have sent them screenshots of the reisoverzicht?
 

Maybe one of the moderators here can offer a solution (the people with NS in the username), because it’s not fair you have to pay a fine if you payed for your travel.

Otherwise, if customer services don't want to help you out here, you'll have to file a complaint so you can appeal if that still doesn't result in an answer from NS you can accept.

Please contact customer service. The most convenient option is chat or Facebook chat. This can be done in English or Dutch. Then you can forward the photo.

https://www.ns.nl/en/customer-service/other-items/complaints.html

 

You can also call.

For the sake of completeness: you can also reach the through X or write a letter, although the last option is discouraged.

Welcome to the NS Community!

I’m shocked to hear your story 😲

I suggest waiting for the letter you will receive within a few days, then contact NS Customer service by chat or X or Facebook, so you can send them the link to the photo from the service desk.

Usually, if it’s a first time, they will waive the 50 euro surcharge but in this case, the entire UvB (uitstel van betaling) should be waived. Keep the G×××××× number (boetekenmerk) at hand. This will also be on the top of the yellow paper you received.

If he refused to scan your card again and you cooperated by showing your passport upon first request, the conductor made a big mistake and should be reprimanded, so you might want to file a complaint as well. You can do that at the same time when contacting NS.

The train you were in was NS Intercity 2348 (or NS Sprinter 4857), so they know which conductor it was.

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