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Dear Odido Service Team,

In December, I requested to switch my mobile subscription to prepaid, and I was told this would happen once my contract ended. However, my line was terminated instead, forcing me to visit a store to reactivate it and request the switch again. I was assured the change to prepaid would be made, but I have now received an invoice for a "Hello 20 GB + Onbeperkt min/SMS" subscription and an additional €9.93 charge for "Schadevergoeding abonnement."

Can you clarify why this happened and how it can be resolved?

At this point, I would prefer a refund and to terminate the line if the prepaid option is not possible, as I am living abroad and would only use the line sometimes. 

Hello ​@FedericoRamirez, welcome to our Community, I'm happy to help you with this! I looked into your account right away and indeed I see that your subscription was accidentally cancelled when it should have been a convert to PrePaid. Apologies for this! Because your subscription was cancelled, a buyout was charged, as I see you are still in contract until 16-2-2025. The surrender charge is € 18,69, which I see on your invoice. This is not justified and I have immediately reimbursed you with a credit note. The amount will be deducted from your next invoice. I have also sent you a confirmation by e-mail. Now I see that your subscription has been reactivated. I can convert it to a PrePaid connection for you. If you want, this can be done free of charge from 16-2-2025. Would you like that? Then on that date your subscription will be converted to a PrePaid connection for free. 

If you want, I just need to do an additional verification to make sure you are the right person. For this purpose, I have just sent a verification code by SMS to your number. Can you share it with me? Then I can set up the conversion to PrePaid for you! 


Hello Pharwin, Thank you for your assistance in this matter, I really appreciate it. 

Yes I would still like to switch to PrePaid. The code is: 8741885.


Hi ​@FedericoRamirez, no problem, thanks for sharing the code! I have just processed the conversion to PrePaid for you. Your subscription will be changed to PrePaid free of charge on 16/02/25. I have also sent you a confirmation email about this. 

If there is anything else I can do for you, just let me know! 


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