Sorry for the long story, but it’s just such a bizarre experience I have to make a full recap. Hopefully someone can help.
2-3 weeks ago, My wife got a notification on her Odido App that she was eligible to apply for Samen Unlimited with me.
It seemed like a good idea, so she went to trough the process and a few days later, to our surprise, she received a new sim card with a different number. We called immediately and they told us it’s normal, the card needed to be activated, and then number portability would take over.
Seemed quite a bizarre process… why getting a new sim card for a contract change?! But whatever, we followed the instructions.
Of course it did not work. She got stuck with a new number. So she popped her old sim card in and called support again. Another person, after more than 1 hour waiting, managed to fix her number portability and she started receiving again SMSs and phone calls again, with the new sim card in. I still don’t understand why did she receive a new sim card. What’s the point?
But, this was just the beginning of the issue. A day later I received a notification for a new contract. This is for yet another new number we have never seen before. We did not receive even a sim card for this one. But they did charge my wife’s bank account.
So now we have 1 sim card we received, that got ported to her old phone number. And a new phone number that gets charged on her bank account, for which we don’t have a sim card, contract, receipt, anything at all. Who ordered this? Where does it come from?
So we decided to call again. You know, no matter what happened, we though, we can always just cancel this thing.
No luck. My wife called support already 4 times. Every time they tell her that she has to be transferred to a financial department or something, and then the line drops. Every single time it’s a 30-45 min wait and then the line drops.
At the same time, to make matters worse, her access to My Odido stopped working. This second number is now the phone number linked to her 2FA. So she can’t check anything, nor chat, or ask in the community. She is completely locked out. Again she called, and yet another 30m wait, and nothing.
So bottom line:
- She can’t log in in Mmy Odido anymore because the SMS with the code gets sent to this unknown number we have no idea where it came from
- She got charged 25 euro for this new number that we never even received a contract, nor a sim card for. I can see there’s a new number in the “voordelen” section of My Odido. Like we have a third person in the house, great!
- I got charged for her Samen Unlimited, but she is also getting charged for this other number. So we are paying for three mobile subscriptions with 2 phones. And how did this second weird number got activated, given that we don’t even have a sim card for it???
- Every time we call it seems they have no clue what we are talking about. One of the support people told us we have had this number for years. What does that even mean!? We have not been with Odido for years, and this number did not exist in my account before 3 weeks ago. Another person said we could just cancel the new contract, but then every time we try to do so the line drops and we can never manage to reach with someone that can help with that.
So, any clue on how do we:
- Restore the phone number associated to the 2FA of my wife to her own phone number?
- Remove this unknown number / contract - whatever it is? We don’t even really know since she can’t log in.
We will keep calling, but it seems impossible to reach anyone that can help. After 5 phone calls and multiple hours spent on this, we feel quite lost :(
