Hi Lisa, welcome to our Community! Nice to hear that you are staying with us with a new offer/subscription. Sorry to hear that you now have an invoice with high costs. I'm happy to help you with this. I see that the old subscription **81 was disconnected. The new subscription **22 is the new subscription. That could (and I think should) have been cancelled, instead of the old subscription of your son. The old subscription was still under contract until February 2026, so by disconnecting this subscription there should indeed be a cancellation fee. 

You said that you saw an offer for your own subscription. And your subscription is indeed 4 months before the end of your contract, so your subscription can be renewed. So, I think there has been several mis communication in the shop and on the phone about which subscription should've been canceled. I think the best option was to cancel the new subscription, because it was still within the 14 days notice period, so that would've been without charge.

I can see if I can still cancel the new subscription. And reconnect the old one (phone number **81) / cancel the disconnection, so your son will get his old phone number back. And I will look into the cancellation fee and see what I can do there. Is that something you would like? Please let me know and I will get to work as soon as possible!

Hi Marciano,

thank you so much for the quick response and also thinking with me on a solution. I don’t mind which subscription my son is on so we can swap the number from the two subscriptions. 
 

my only question is the existing sim card for him is linked to the number **22. Can we still keep that number?

It is ok to cancel the **22 subscription and reinstate the **81 contract  if you can do that it would be great!!

thanks and you have my number so if there are questions please let me know. 
 

lisa

Btw. Just want to clarify one point. The number ending **81 was never requested by me and was not the old number for my son. It was created by the promotion without my knowledge which I thought was just extension of contract. 
 

i happened to need a sim for my son so happy to use this as a solution but essentially I am not happy with how the company managed a promotion which leads to so much extra cost and trouble for me where I never initiated or asked for. 
 

again hope you are able to find me a solution quickly. Given I still have time to cancel my son’s subscription I will cancel if there is no way to have my money back and refunded and also cancel my current contract (and future family contract) when it comes to the end of term. 
 

thanks again and hope to see a resolution soon. 

Hi Lisa, no problem, I'm happy to help! I can:

reconnect the old subscription with phone number **81. But you will lose the phone number **22. Your son now has a sim card that's linked to phone number **22, so he will need to get a new sim card. I can order one for you. Then it will be delivered within 3 days. Or if you have an Odido Shop nearby, you can walk in and get one from there. In that case you could get it today.

Please confirm if I can cancel the **22 subscription and reconnect **81 and I will fix it right away! 

Ps. I can wait to cancel **22 until you have the new sim card for **81

Great. Many thanks. I will go to the shop this afternoon to get the sim card for him. 
 

as for bilking. How would it work? Would I then havr a credit and then shift back to monthly billing? 
 

thanks again. So much appreciated. 
 

lisa

Btw. I am so excited to respond forgot to say. Yea I confirm it is ok to cancel number ending **22 ane reconnect number ending **88. 
 

and I will go to the shop this afternoon to pick up the sim card. Not an issue. 
 

thank you. This is real customer centric service. Unfortunately some sales people got a bit creative but thank you for finding the solution that works for us. 
 

Beat regards

Lisa

Hi I went to the shop and it appears a bit complicated. Anyway. The gentleman told me the number ending with **81 will be fully cancelled and I will get the refund and I will keep the **22 number. This can only be done by his manager on Monday so we will see. 
 

Please check the status so I don’t have both numbers cancelled an all confused. 
 

thanks. 

Good morning Lisa, I hope you're having a great weekend! Thank you so much for your kind words! 

Thank you for sharing what my colleague in the shop wants to do. If they can cancel the **81 and fix your refund for this subscription that would be nice. But then you keep the number **22. Is that alright with you? 

I don't fully understand why he wanted to cancel the **81 subscription, because we were talking about keeping that number. Do you remember my colleagues name by any chance? Was it Tijn or Shahid? Then I can contact them and make sure we're all on the same page. 

But no worries, both subscriptions are now active, so if they cancel the **81 tomorrow. You will always have the other one active. I hope you remember the name, otherwise I will keep an eye on your account to see what they do!

Hi there,

Understand the will to help. It is appreciated but looks like it is a bit of a mess of situation as I see number ending **81 is activated again? I agreed with Shashid at the shop to keep it cancelled and refunded. He reassured me that this can be fixed by his manager on Monday and this is my preferred again. 
 

Please let’s CANCEL the **81 number and have the over billing refunded. Also please make sure I don’t get another bill for the reactivation on the **81 number again (that would really be very very very unnecessary and annoying). This number was never requested by me and I don’t have a sim card to use this number. I really don’t want this number so please stop this number and refund it and stop any bills that would be generated by your company. Please solve this once and for all, if not, I am very serious I will take all the numbers from my family out of Odido at the first instance when contract ends (and vodafone has approached us multiple times trying to move us before and I said no). 
 

The number ending **22 is currently being used. I want to continue using it. Please do not make any changes to this plan and keep it where it should be. 
 

Can I please ask for your support to make sure **81 number is cancelled and make sure refund is confirmed as promised this coming week? Then we can all happily move onto the next challenge. So fingers crossed and I wait for the good news.

Lisa

Hi Lisa, I see that there's a lot of mis communication happening. In your previous message you confirmed that I could reconnect **81 and cancel **22. Now after your visit in the shop it's the complete opposite. You're asking me to cancel **81 now. But you need to be consistent in what you want, so we can do that for you. I have contacted my colleague Shahid from the shop to ask him to fix the cancellation and refund as said. In this situation, I think it's for the best to keep 1 person on your case from now on. I hope to receive a reply from him soon!

I know. I also don’t want to change approach. But your colleague told me at the shop it is not possible to re-start the **81 number. 
 

yes please just disable the **81 number and keep the case with your colleague at the shop would be the best. 
 

thanks.

Hi Lisa, I disconnected the subscription with number **81 per tomorrow. For the refund, I'll keep waiting for my colleague from the shop. As soon as I receive a reply, I will get back to you!

Thanks  

Hi. It has been a week. Any update?

Hi Lisa, I haven't heard back from my colleagues in the shop. However, this afternoon I was in contact with my colleague Shefraan, and he told me that they have contact you and that they are going to solve everything with the refund/credit. I hope your conversation with my colleague clarified everything and that everything will be solved now!