How do I make a formal complaint against Odido

Hi ​@hbvp 

What is your question? Here we can communicate in english. 

This will be a long write up. I might mix up the timeline a little now. Anyhow, 
I signed up for a new internet connection on 9th April while the Samsung tablet offer with the 2 year internet only plan was on. It showed up on the sign up page for my Internet only subscription so I am eligible, is what I believed.
On 10th, I called to reschedule my installation appointment and when I verbally checked with the agent if I need to do anything additional to get the tablet, he ‘checked with an external team that does promotions’ and said that I will not get the tablet since it is out of stock.
I was surprised and called a little later and the lady kept pressing that I will get it if I signed up for the promotion and received an email upon sign up. In the same call, upon my pursual, she sent me an email confirming the conditions under which I’d receive it, I found ‘ITV’ written there, upon checking, she flips from her earlier statements and tells me that only with Internet+TV subscriptions the tablet offer was valid which was again wrong since mine is a new apartment and this offer was visible and valid on my internet-only sign up page. However, I had got the order cancelled anyway.
Since the offer was over on 9th, I felt misled by the customer support team, so
the following Monday, I called again and asked for a way to formally complaint as I had been ill-informed which led to me losing the offer. I was promised some forms and the forms never arrived but
the following day, I received a Team Lead’s call who heard me out, probably confirmed the call recordings as well, and promised to resolve this and give me a call.
The next day, the call never arrived, but a new order with 12-month internet-only subscription was in my inbox. And I thought to myself that that’s really nice on Odido’s part to give me the tablet with just the 12-month subscription to make up for the confusion their agents created,
Later than evening, I called again to get the installation appointment rescheduled to a suitable date, and the guy kept telling that I will get he tablet, “oh! for sure you will get it”, and then he had to check something, and putting me on hold again he told me that I only have a 12-month subscription so I will not get the tablet, it is valid only with a 24 month subscription. So I he cancelled the 12 month subscription and signed me up for the 24 month one.

I called a few minutes later, and was told by a lady that no new 24 month subscription has been created. Since it can take some time to show up in the system, she promised me a call back the following day at “I start my shift at 12 noon, when do you want me to contact you?”. As always no one called and
so in the evening I called the team lead on her direct number since I had her number from her call to me on Tuesday (?). I told her my owes and she said the agent goofed up again by cancelling the 12-month subscription, since this is something she did at her level by emailing the sales team. (and you didn’t leave notes?). checked with her if I could get the soundbar instead with the 12-month subscription since someone already bought me a tablet. 
So she promised the soundbar and another promise to call me “exactly between 10 and 10:30 am” the following day (Friday) after checking the call recordings from the previous evening, and as was expected, she didn’t call. At around 12:30, I called and was told that I will get the call from the lead asap. And guess what? This didn’t happen either. 
After this, it is a series of rogue agents at your contact center hanging up on me for the whole of Friday evening. Now the modem shows like it is on the way to me. I don’t want it without any confirmation of what subscription I am on and what am I getting as part of the promotion and consolation for the harassment. If the modem is left in my apartment building, it is not responsibility to collect it or make any efforts to return it because all the lapses are from your end.

Your agents lie through their teeth, are ill-informed, under-trained, haughty, and slack big time when putting notes on account. My every call with every agent I have spoken to has started at block 0.

Excuse my lack of formatting. It is a low effort post after all energy has all been sucked out me by your contact center folks.

-Disgruntled

Since you asked for a question specifically, I’ll re-iterate, how do I complain against your company and its customer support?
I am new to the Netherlands and expected better. 
I don’t know what my avenues are now - external agencies, CEO on Linkedin, or a post on some SM and hoping that it get enough traction to to get looked at.

I am a bit lost in all the thing you wrote. But a moderator will be able to see what your subscription will look like. They will come by this topic in 1-2 days.

It is correct that these special present promotions comes with a 2 year subscription. The 12 months, as mentioned in this current Dutch add is the period of deducted subscription fee.

If you would have read, it is not about a 12 or a 24 month subscription. It is about something totally different that you too failed to.understand. We'll wait for the moderator.

Is he also the one to provide me info on the complaint process?

There is a page on the website where the moderator will guide you to which explains "how to' with complaints". There is no customer care email or so, you can write a letter to them.

Odido Netherlands B.V.

Postbus 16272,

2500 BG, Den Haag

​Good morning ​@hbvp, 

I would like nothing more than for you to receive the tablet as well, and I will do my absolute best to help you with this. I have just sent you a private message. Could you please reply to it? We can then continue our conversation in your topic. Thank you in advance!

Great that we have these details clear now, ​@hbvp!  

In the meantime, I have submitted an internal request to explore the possibilities regarding the Sony Soundbar. I cannot make any promises at this stage. As soon as I receive an update, you will be the first to know via this topic. Since this is a unique situation, there is no standard processing time.

Please rest assured that I am doing my absolute best for you and will get back to you as soon as possible!

Thank you for your patience, ​@hbvp!  

As promised, I am reaching out to provide you with an update. We have carefully reviewed your personal situation internally. However, it has been decided that we cannot send you a Sony Soundbar at this time.

It is our priority that you receive consistent and correct information across all channels, and I have shared your feedback with the relevant colleagues. Furthermore, due to strict promotional conditions regarding ordering periods and stock availability (while supplies last), we are unable to make an exception, much as I would have liked to arrange this for you.

When you place a new order for our services, you can register it at: https://promoties.odido.nl/. Please note: this is only possible between April 13, 2026, and May 3, 2026. I trust this information clarifies the situation! 

Wow, who asked for a Sony soundbar? Please read the message again. I said Sonos Ray soundbar. Isn’t that what you have for promotion right now?
Plus you never helped me with the subscription that I am on. If I don’t know my subscription details, how can I get it cancelled?
After 3 days, I am still on block 0.

I spoke to Rachelle, because she called me. The first time anyone at Odido has been proactive, I doubt if it was without a nudge from here. And she was not accommodating. I have closed the subscription after 10 days of ineffectual struggle. Can you please get off whatever half of your customer ‘support’ team is on? You guys misread and miscommunicate more often than what most people would tolerate.

Clearly, my expectations were far too high for Odido.

Hi ​@hbvp, the call today was planned in between 12:00 and 13:00 but I indeed asked Rachelle to contact you ASAP. I am sorry for the experience with us, this is something I don't want to see. I have shared it internally, as these types of miscommunication is not what we are aiming for. For now, I do want to wish you a good day!