I'm posting here because after nearly a year of trying to resolve account errors that Odido created, I have reached a dead end. Their complaints email bounces. Their complaints web form returns an error. So here I am.
How this started: a catch-22 of Odido's own making
When my husband and I moved to the Netherlands, we faced a classic catch-22: we needed a Dutch phone number to open a Dutch bank account, but we needed a Dutch bank account to sign up with Odido. An Odido store representative gave us the solution: use a friend's existing Dutch bank account temporarily, and switch everything over once we had our own.
We followed Odido's own advice.
What Odido then told us we had to do
When we were ready to transfer the account, Odido informed us we could not initiate the process for the first 6 months. So for 6 months we reimbursed our friend every month while we waited. When the window finally opened, we used Odido's official contract takeover process exactly as instructed: formal paperwork, copies of IDs, the full procedure. This is not an informal workaround. It is an official Odido process and we followed every step.
What Odido then did
After completing the process, Odido made the wrong changes:
- Our friend's phone number was moved into our account without authorization from either of us
- The account name was partially updated but the initials and bank details were left pointing to our friend
- Our bank account was never updated as the payment method
- The security mismatch Odido created now means neither of us can correct the bank details, because the system requires you to be logged in as the account holder whose bank is attached, and Odido's errors created a mismatch that blocks any update
Every subsequent contact with support introduced a new error. Each agent seemed unaware of what the previous one had done.
What I have tried in order to complain formally
- I emailed complaints@odido.nl. It bounced. The address does not exist.
- Odido customer service sent me a link to their online complaints form. It returned an error: "Something went wrong, please try again."
- I am now posting here, which I understand from other posts on this community is effectively the only way to reach Odido in writing.
This appears to be a pattern. Multiple posts on this forum document the same experience: no working email, a broken form, and customers directed to a community forum as a substitute for a proper complaints process. Under Dutch consumer law and the Telecommunicatiewet, customers are entitled to an accessible and functional complaints procedure. Odido does not appear to have one.
What I need resolved
Three corrections, all of them simple, all of them caused by Odido:
- Account name updated to the correct holder
- Payment details updated to my own bank account
- My friend's number removed from my account and restored to his, with correct billing
What happens next if this is not resolved
I will file with the Geschillencommissie Telecommunicatiediensten. I understand the filing fee is 50 euros and is returned if the commission rules in my favor. Given the documented timeline, the unauthorized changes, and the fact that Odido's own complaint channels do not function, I am confident in that outcome.
I am posting publicly because this community appears to be the only channel that actually reaches Odido. I would welcome a response from a moderator or Odido team member with a path to resolution.
