Cancel subscription

I had received a mail to send documents since I was leaving the documents as Gemente de/registration and I had sent it 1 month ago and the customer service named Yehia mention it will be cancelled after I send the documents but I had not received anything . and after I had sent the document I also called the customer service a lady confirmed it will be cancelled , could you please check if my subscrption is cancelled and why I have to pay additional month . thanks 

Hi Mohamed, thanks for choosing us during your stay in The Netherlands! I wish you a great time abroad. Like ​@Waqqas mentioned, the cancellation should be confirmed before it's actually cancelled. I've sent you a DM for your personal details. Please reply to me there. The invoice for June was probably already ready for you before cancellation, that's why this invoice must be paid and when the cancellation is done correctly or completed you will receive a new invoice to credit the amount that you've paid too much and you will receive that back. That way, you will never pay too much. After we've done the verification, I'm happy to double check all of this!

hi , marciano , thanks for your message , i had replied back on DM. 

You're welcome, Mohamed. Thank you for your details. I've looked into your account and I only see 2 cases. The first one is from the 29th of April, and I see that my colleague sent you an e-mail with instructions about sending the proof to us. The second case is from June 2nd, but I don't have access to the full e-mail. I don't see if there's an attachment to it. However this e-mail was also in the mailbox for Telesales. I don't see a case for the Incasso department. This is the department that will complete your cancellation. To which e-mail did you send your mail from June 2nd? If you already sent it to incasso@odido.nl then something must have went wrong. Please send your mail to this e-mail address (again) with the proof of you moving abroad as an attachment. I will then double check to see if we've received it! 

Dear Marciano

After I sent the requested proof that I was leaving the Netherlands, I contacted Odido Customer Service by phone. During that call, the customer service representative confirmed that my subscription would be cancelled and explicitly informed me that no further action was required from my side once I had submitted the documents.

Based on this information, I relied on the confirmation provided by your representative. I therefore refuse to pay for a service that I have not used, especially since I was told by Odido that the cancellation process had been completed after submitting the required proof.

I believe this phone call was recorded, and I request that it be reviewed by your Quality Assurance team. The representative clearly stated that no additional steps were necessary and accepted responsibility for the handling of my cancellation request.

Furthermore, I would like to express my dissatisfaction with the cancellation process. The handling of my request has been extremely confusing and frustrating. I submitted the required documents, followed the instructions provided, and was assured that everything had been taken care of. It is therefore unacceptable to be informed afterwards that additional actions were allegedly required.

Please review the recorded call, investigate this matter, and confirm the cancellation of my subscription without any further charges.

the mail was sent to : service@odido.nl on 29 april .

the name of agent was > Yahya van odido , who send me the cancellation instruction and he mention after i send the documents (which i did) it will be cancelled .

Hi Mohamed, I can certainly understand that you’d rather not pay for a service you’re not using. Good news! I see that your subscription was canceled as of yesterday. An invoice has been issued for the period from May 28 through June 27, you’ll automatically receive a refund from us within 4 to 6 weeks for the period from June 4 through June 27.

This means that the period from May 28 through June 4 will not be automatically refunded. Please update me in this topic as soon as you receive the final invoice showing the refund. I’ll then check if I can also refund the remaining period for you. This is only possible if our services were not used between May 28 and June 4.

Can we agree that you’ll update me in this thread once the invoice is ready? I’d be happy to help you further!

hello,

I have not received any invoice from your side until now, and I have suddenly been asked to pay €168. I would like to know exactly what this charge is for.

This situation is completely unacceptable. I requested the cancellation of my subscription well in advance, and your customer service confirmed on three separate occasions, both by phone and by email, that my subscription had been cancelled.

Despite these confirmations, I have now received an invoice for €168. Please explain how this charge was generated and review my account immediately.

I will not pay this invoice, as the cancellation was already confirmed by your customer service. If any payment has already been taken from my account, I expect a full refund immediately, as this charge is not valid.

I expect your prompt response and a swift resolution to this matter.

Kind regards,

Hi Mohamed, thanks for sharing your screenshot with the overdue payments. I've sent you a DM via Webcare Moderator. Please reply to me there. After verification, I can look into your account, the invoices and confirmations! 

Hi Marciano,

I am extremely disappointed and frustrated with how this situation has been handled.

When I signed up for my subscription in your store, your sales representative specifically explained everything to me in English because I do not speak Dutch. I clearly remember being told that I could cancel my subscription at any time without having to pay any exit or cancellation costs. I relied on this information when I decided to become an Odido customer.

Later, when I wanted to cancel my subscription, I contacted your customer service multiple times. On both occasions, your representatives confirmed that my cancellation had been processed and explicitly told me that I did not need to take any further action. Since these calls are recorded, I ask that you review them. Based on what your own customer service told me, I believed the matter was completely settled.

Despite these confirmations, I am now receiving invoices demanding payment. This makes absolutely no sense. Why am I being charged after your staff repeatedly confirmed that my subscription had been cancelled?

As a foreign customer who does not speak Dutch, I depended on the information provided by your employees. Instead of being supported, I now feel that I have been misled. I would expect a company like Odido to provide extra care and clear guidance to customers who rely on English support, not create unnecessary problems because they trusted the advice they were given.

I have already received confirmation of my cancellation, yet I continue to receive invoices. This situation is unacceptable.

I expect Odido to:

• Review the recorded phone calls and my cancellation request.
• Cancel all outstanding invoices immediately.

I look forward to your immediate response.

Kind regards,

Mohamed Hanafi

i had replied back to you for verification 

Hi ​@mohamedali95, I’ve sent you a verification code by email. Could you share the code with me here in the topic? That way, I or one of the other moderators can assist you further!

8615773 ,

Hi Nora van odido , How many moderators or customer service agents are required to handle one simple cancellation request?

This is now the 10th time I have contacted Odido through messages, emails, and phone calls to cancel my subscription and put an end to this situation.

I have already received confirmation that my subscription was cancelled, yet I continue to receive invoices and payment requests. This is completely unacceptable.

I am extremely disappointed with the way this case has been handled. Instead of resolving the issue, I have had to repeatedly contact your customer service, explain the same situation over and over, and still nothing has been resolved.

This has been one of the worst customer service experiences I have ever had with a telecommunications company. Your handling of this matter has caused unnecessary stress and frustration.

Hi Mohamed, thank you for the verification code. I understand that you would've liked more clearity on the situation within 1 contact. I've looked into your account and I see now what's going on and why there's so much uncertainty. The most important thing to understand is that you cancelled your subscription within your contract. Your contract period was originally from 12-12-2025 - 11-12-2027. You've cancelled early. This means that you will have to pay a buyout amount (schadevergoeding/afkoopsom). This amount is the total amount that you would have paid until the end of your contract. In the e-mail that my colleague sent you on July 20th this is also explained. The total open amount is still € 168,67. When we first spoke, I didn't realize that you were about to cancel your subscription early or if the buyout amount would be clear, but I hope this clarifies the costs now.

The fastest and easiest way to pay this amount is through iDEAL | Wero in the mail from July 19th. Please let me know if you have any other questions. I'm here for you.