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I'm reaching out because my previous inquiries through your support team via call have not fully addressed my questions regarding my internet subscription and associated invoices.

Here's a summary of my situation:

I canceled my internet subscription on February 21, 2024, and received confirmation on March 22, acknowledging the cancellation per the one-month notice requirement.
Despite this cancellation, I was unexpectedly billed for July, August, and September 2024. After noticing these charges, I began contacting support weekly and was assured of a full refund.
However, I've now received a credit invoice for only August and September, excluding July, and with additional deductions for certain benefits.

 


Could you please clarify:

Why am I not receiving a refund for July when my subscription was already cancelled?
Why there are deductions for benefits when, post-cancellation, I expect a full refund of the amount billed?

Also, Why not even a penny has been refunded till now?

Please review this matter and reach out to me at your earliest convenience.

Hi @GANGADHAR, I would love to give you more clarity on this situation! I see that you have contacted us about this before and we have seen that the amount you have been billed was indeed incorrect. We could also see that an automatic refund would be processed by the system, so we wanted to wait on this before acting further. Now that the automatic refund has been processed, I do indeed see that the refunded amount does exclude July, even though you are entitled to this amount as well. This is why I have now immediately issued a refund for the missing amount for you. The refund will need to be processed and it will be paid out with the next bill cycle. This will happen around the end of the month. You will receive an e-mail confirming that the refund was issued in a few minutes. 

Hi @Nora van Odido 

Thanks for your response and quick action!!!

Yes, the initial amount has been credited today and recieved the e-mail confirming the left over month of July. will look forward to it.

 

BR,

Gangadhar

Hi ​@Nora van Odido ,

I wanted to follow up on the pending invoice (euro 46.65) that was supposed to be credited back around November 27, 2024. As of now, the amount has not been credited. Could you kindly check on this and provide an update?

BR,
Gangadhar

I see it was billed on 21-11 ​@GANGADHAR. It is possible that it will come only on the next billcycle, i.e. at the end of this month. But it could also be transferred earlier.

Hi ​@Tommie van Odido ,

Thank you for your response. However, I would like to point out that this issue seems to be prolonging unnecessarily.

As per my previous conversation with an agent, the refund was supposed to have been processed by the end of November, around the 27th. Now, it’s being mentioned again that it will be in the next billing cycle. These cycles seem to keep repeating without resolution.

Additionally, I have an email from Odido stating that the amount would be deposited by the end of this month, and that date has already passed. Attached screenshot for reference

Could you please check and provide a definitive timeline for when I can expect the refund to be credited? It would be great if this could be resolved without further delays.

Looking forward to your response.

Best regards,
Gangadhar

 

Hi ​@GANGADHAR, I have looked into this for you and I see that the refund is on it's way! On 27 november we have sent the request to the bank to transfer the money to your account. I expect it to arrive any day now. If you still haven't received it in a week, will you please let me know?  

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