I am very upset about how you handled my current cancellation.
On 10 Feb I contacted you to cancel my subscription as it is simply too expensive.
The person I spoke to convinced me to stay a client by cancelling my subscription, but for my roommmate to activate the subscription in her name. We agreed
I then received an email to state that my subscription would end on the 12th of March and my roommate was informed that their internet would be activated on the 20th of March.
I then called again on 13 Feb to find a solution to make sure that my internet would not be cancelled on the 12th but extended to the 20th. Since I was going to be outside of the Netherlands between 5 and 17 March and had friends from the UK in my house - I was assured that I didn’t have to worry about it, that my internet would remain active untill the 20th and that the technician would collect the equipment as they installed the new equipment.
I was in South Africa on 12 March and had a UK- friend staying over (working remotely from my house) and the internet got cut off DESPITE me phoning to ensure that this would not happen. It cost me a LOT of money to make phone calls from South Africa to try and get the internet restored, but nothing could be done, and nobody could help me. It cost my UK friend a significant amount of money to "hotspot" from their UK based phone nr.
A friend arranged a “click en klaar” for us, but even this was charged for because its not in my name.
In any case - I logged so many complaints by phone and complained formally but no responses. To make matters worse, I had to return my old router but the QR code in the emails are broken, so i had no way to return my rouuter other than to pay for postage to return the router.
I am really so disappointed in the service i received on the matter. Everyone just seems to shrug their shoulders to say "it is what it is'
