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Reacties geplaatst door Bernat56

2 Reacties

B
Bernat56Op het juiste spoor
gevraagd in OV-chipkaart

Refund of OV chipcard unbalance balance gone wrong

Thank you for the suggestion on blocking the card as a next step we can take. It always feels better to know there is next alternative.

9
Aurora NS
Moderator
1 jaar geleden
B
Bernat56Op het juiste spoor
gevraagd in OV-chipkaart

Refund of OV chipcard unbalance balance gone wrong

Thank you for all the good advices shared about automated process. Unfortunately, the issue seems a bit more complicated. Upon contact with NS customer service we received a confirmation that the balance of >100eur was visible under the ov card, while normally it should have been automatically deducted from NS invoice upon NS flex subscription (which was active as of last year), which unfortunately didn’t happen. At the request to NS to find the solution to get the balance refunded, the NS customer service redirected us to OV chip customer service as party that needs to resolve it, and OV customer service bounced it back that the balance needs to be automatically deducted from your NS Flex invoice. Hence, we seem to be stuck between two customer service desks that say it’s other party that we need to address it. Any suggestions on possible escalation process or to path we could take to find the solution? 

9
Aurora NS
Moderator
1 jaar geleden
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