Onderwerp: Reactie op e-mail over opzegging abonnement — verzoek om contact via e-mail

When you are abroad you can call +316-24001200

Hallo ​@AChahianchi het is niet de bedoeling om meerdere reacties te plaatsen of topics te openen over hetzelfde onderwerp. dit staat ook in onze huisregels vermeld. Op deze manier blijft het overzichtelijk voor ons en kunnen we iedereen zo goed mogelijk verder helpen! Ik heb zojuist gereageerd in het andere topic: 

• Request to Cancel Multi-SIM Subscription and Convert Main Subscription to PrePaid  

Daar spreek ik je graag verder! 

Subject: Update on Multisim Cancellation Request

Dear Pharwin,

A few minutes ago, I filled in the contact form and submitted my request for the cancellation of my Multisim.

I sincerely appreciate your effort, time, and support in helping me with this process.

Best regards,

Amir Chahianchi

Good morning ​@AChahianchi that's totally fine! You will receive a response to the email within 6 business days. My colleagues will be happy to resolve this for you! 

No thanks and gladly done from this side. If there is anything else I can do for you, feel free to let me know. I'm here for you! 

Subject: Urgent Request to Cancel Multisim (Apple Watch)

Dear Odido Team,

I kindly request the cancellation of my Multisim for my Apple Watch. Unfortunately, I am unable to open my Odido app, and I am currently abroad, so calling customer service is not an option for me.

On April 1st, I received the following email from Odido:

Reference: 76909523

Reply from Odido

Hello Amir,

Thank you for your message!

We cannot cancel your multisim through this way.

You can do this via My Odido at https://www.odido.nl/my/toestel-en-sim/multisim or by calling customer service once you are back in the Netherlands.

I hope I have helped you enough.

Questions? Just ask!

Find your answer at odido.nl/service.

Take care,

Jens of Odido

However, I no longer have access to My Odido, which means I am unable to cancel the Multisim myself.

Please assist me in canceling my Multisim subscription before April 10. Let me know if any further information is required.

Best regards,

Amir Chahianchi

Hello ​@AChahianchi that is not the intention, apologies for that! If a call cannot be made, your Multisim can be cancelled using the contact form. Indeed, I see my colleague's response reflected in the ticket number. I have immediately inquired internally to see exactly how it works. As soon as I know more, I will let you know. 

Is it possible for you to call my colleague in the meantime? If not, I'll see if another way is possible. 

Subject: Urgent Request to Cancel Multisim Subscription

Dear Pharwin,

Thank you for your message and for your efforts so far.

Unfortunately, I am still abroad and calling is not an option for me. I’m honestly getting tired of asking repeatedly for the cancellation of my Multisim subscription. I have followed all the steps, submitted forms, and contacted you several times, but the issue is still not resolved.

I kindly ask you once again to please stop my Multisim subscription as soon as possible.

Thank you for your understanding and support.

Best regards,

A. Chahianchi

Hello ​@AChahianchi I understand very well that calling from abroad is not possible. An alternative is to contact them via the contact form, but there you have been told that they cannot cancel Multsim. I do find that strange, which is why I had inquired internally, but to this day I have not received any clarity on this, sorry! 

If I could cancel the Multisim for you, I could of course do it immediately. I immediately checked your subscription and I see that both your subscription and Multisim have been cancelled, nothing is active anymore. Your number has been converted from a subscription to a Prepaid connection, so your number does remain active with us. 

Please keep in mind that you must actively use your Prepaid connection once every 6 months, otherwise your number will expire. We do this so that no unnecessary prepaid connections remain active on our network. 

With active use we mean: 

• Calling yourself (if the call is answered)
• Recording someone else's voicemail
• Sending text messages
• Top up credit yourself
• Mobile internet
• Forwarded call (only if the party forwarded to accepts the call).

Under no active use: 

• Being called (picking up or not makes no difference)
• Outgoing calls that are not answered
• Own voicemail that is recorded
• Text messages received
• Top-ups made by Odido itself (for example, as a promotion or via the goodwill tool)
• Forwarded calls (if the party forwarded to does not answer the call). 

As long as you perform 1 of the above points once every 6 months, your number will remain active with us. If you have any other questions, feel free to let me know! 

Dear Pharwin,

I hope you’re doing well.

I wanted to sincerely thank you for your help. Your support and service have been very professional, polite, and respectful. Compared to other responses I’ve received in the Odido Community, you’ve done an amazing job and I truly appreciate it.

I also want to explain something: some people in the community seem to be bothered when I write my messages in English, but I hope you understand that sometimes I receive a message in English and I naturally reply in the same language. I live in the Netherlands and prefer to communicate in Dutch, but when the system or the community shows English, I respond accordingly. I’m not sure if you speak Dutch or not, but I will continue to write to you because you really helped me and I trust you.

I understand now that all my subscriptions are canceled and inactive, and that my number has been converted to a Prepaid connection. That is great and I’m thankful. However, I still received a new invoice for €9.13, which is very strange to me. It seems to be for something called a “Tablet” subscription, but I don’t understand what this is. I have never been aware of such a subscription. I kindly ask you to investigate this and help me to stop it, as I don’t use it and I don’t want to pay for something I never asked for.

As I mentioned before, I have not been using Odido services since December 2024. Even before that, I barely used them in 2024, only during a few months when I was in the Netherlands. That’s why I have asked several times to stop all my subscriptions. You already helped me a lot with that and I thank you.

Regarding the MultiSim for my Apple Watch: I haven’t used it since I left the Netherlands because my Apple Watch doesn’t work abroad and I can’t use a SIM card with it here. Please make sure this is also fully canceled.

Once again, thank you for your kind assistance. You are truly one of the best helpers I’ve had since I started asking to stop my subscriptions in December. Please continue doing great work like this for others as well!

One more thing: would you please double-check that there are no other unknown subscriptions or services active on my account? Sometimes companies activate something in the background without proper notification, and I don’t want to pay for anything I don’t use or need.

Also, thank you for your information about Prepaid services. I will make sure to use my number at least once every six months to keep it active.

Best regards,

Amir Chahianchi

Hi ​@AChahianchi no problem! I am happy to help you where I can. Thanks, I hope you're doing fine as well.  It does not matter what language you communicate in, but we prefer English or Dutch so that we can also understand and help further. Furthermore, I don't care what language you communicate in, only it was remarkable that you did it in both Dutch and English haha. Everyone is equal and we help everyone in every language on our Community! By the way, shall we keep it centralized and organized in 1 topic? We are now talking to each other in 2 topics and that is not the intention, because otherwise it becomes cluttered for us. Please keep the communication in 1 topic, then I can help you and others the best I can! 

I understand very well that you want to cancel your subscriptions. If I could have arranged it for you, I would have gladly done so. However, cancellation can only be done by phone to 0800-0092 (or from abroad +316-24001200) This can be done Monday through Friday from 08:00 to 18:00 and on Saturday from 09:00 to 17:30. Or through our online contact form or easily through your My Odido account. Your subscription will then be cancelled after one month's notice. The invoice of € 9.13 belongs to your tablet subscription (which number ends in ***4031). I see that this subscription had already started in 2021, with a two-year contract. This has already expired, but as long as no notice of cancellation is given to us, your subscription will continue automatically and can be cancelled monthly. Hence, you may have overlooked this subscription. Of course, it should be discontinued as soon as possible. 

Is it possible to contact you by phone? If that is not possible, then the best way to cancel is to use our online contact form. As soon as a colleague gets to it, the subscription will be stopped immediately. This was different with Multisim, but for your subscription you can just pass it on via the online contact form. You will receive a confirmation e-mail as soon as your subscription has been cancelled. You will be fine! 

If you have any other questions, you know where to find me!