It is not stated clearly that customers have to go to the service desk to pick up their order. My recently-NS-Flex-activated OV Chipkaart's saldo got reduced til 0 and it keeps reducing the credit so I have to phone NS Customer Service. They said my card was activated already and I had to go to a service desk in the central station and ask the employee to reduce my credit to 0. But it was 0 already, so I was confused. I went to the service desk anyway and the lady told me that there's a lot of similar misunderstandings regarding this issue, especially for foreigners. Apparently, if you order NS Flex and receive an email saying your card will be "activated” after one hour, that means after that one hour has passed you have to pick up your order from the service desk. Nevertheless, my NS Flex is activated and it's ready to be used now.
Suggestion to NS:
- Instead of having all these customers ask repeatedly about the same issue, I think it's better to state somewhere (maybe on the window after a customer successfully subscribes to NS Flex) that you have to pick up the order. Also preferably in English so it's clear to foreigners.