Dear Jens,
Thank you for your response.
I would like to clarify two points:
You stated that a “Dutch or European identity card” is accepted. I have provided a valid Hungarian (EU) identity card, which was not accepted.
Additionally, your message states that I do not possess any of the listed documents. This is incorrect, as my EU identity card falls within the category you mentioned.
Could you please clarify how this requirement is applied in practice?
Kind regards,
D. Humpfner
Additionally, I would like to note the following procedural issues:
Your response was sent from a no-reply address, making it impossible to respond directly to your email.
Your email directed me to odido.nl/service for further contact, but the complaint page previously used (odido.nl/service/klacht) no longer exists and returns a 404 error.
The chatbot Izzi directed me to the business contact form instead of the consumer form.
As a result, I was unable to respond through normal channels and was forced to use the business contact form to follow up on a consumer complaint.
This is referenced under: 81846182.
Furthermore, I attempted to submit this follow-up via the business contact form as directed by the chatbot, but that page also returned an error. I subsequently sent this complaint directly to service@odido.nl, as it was the only remaining option available to me. I am uncertain whether this channel will receive a response.
---------- Forwarded message ---------
From: Odido Service <service@odido.nl>
Date: Wed, 1 Apr 2026, 17:13
Subject: Response from Odido
To: 17****5@gmail.com <17******5@gmail.com>
Reference: 81846182
Response from Odido
Hello Diana,
We attempted to reach you by phone to discuss your application, but unfortunately, we were unable to get through. Therefore, we are sending you this email to further explain the reason for the rejection.
You requested clarification on why your application for a device credit (loan) was declined. According to our acceptance policy, we can only provide a device credit if you possess one of the following documents:
Dutch passport
Dutch or European identity card
Residence permit
Privileged person's document
Diplomatic identity card
Since you indicated that you do not possess any of the documents listed above, we are unable to register a device credit with the BKR (the Dutch Central Credit Registration Office). Consequently, we are unable to approve your application in its current form.
What are your options?
You are still more than welcome to apply for a subscription if you choose to pay the full price of the device upfront. By paying for the device in one go, there is no credit agreement involved, meaning the document requirements for a loan will not apply.
If you have any further questions, please feel free to contact us.
Questions? Just ask!
We're here for you, but you can't reply directly to this email.
You can find most answers at odido.nl/service. For example, ask our chatbot Izzi. Still haven't found what you're looking for? Please contact us again.
See you soon,
Jens of Odido
Disclaimer Privacy
Odido Netherlands bv, Waldorpstraat 60, 2521 CC, Den Haag, KvK 33265679
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--------------- Original Message ---------------
From: Odido no-reply [_noreply@odido.nl]
Sent: 25-3-2026 16:35
To: 17******5@gmail.com
Subject: Bevestiging: we hebben je bericht ontvangen
Kenmerk: 81846182/2026-03-25 15:35:10
Ontvangstbevestiging
Hallo,
Dit is een automatische ontvangstbevestiging. We ontvingen deze aanvraag via ons online contactformulier:
Datum: 2026-03-25 15:35:10
Aanhef: Mevrouw
Naam: Diana Humpfner
Adres: 6417**
Geboortedatum: XXX
E-mailadres: 17*****5@gmail.com
Jouw mobiele nummer: +316*****
Terugbelnummer:
Bijlages:
Onderwerp van je vraag: Anders - ConsumentMobiel
Je bericht aan Odido: Dear Odido,
I am an existing Odido internet customer and I recently attempted to add a mobile subscription with device bundle via Belsimpel (order number 32530297428).
My application was rejected based on eligibility criteria related to document and verification requirements.
I am an EU citizen (Hungarian) legally residing in the Netherlands since 2020, registered at my current address in Heerlen since November 2022. As an EU citizen, I am not required to hold a Dutch ID, residence permit, or driving licence.
I have provided multiple forms of verifiable identification and residence, including:
- Hungarian passport
- Hungarian ID card (front and back)
- Official BRP uittreksel issued by gemeente Heerlen
- Existing Odido internet contract
Despite this, I am unable to access a standard consumer offer.
The practical consequences are:
- I must pay €359 for the device instead of €290 under the bundle (a €69 difference)
- A €70 Odido voucher I applied is now unusable
- I cannot benefit from the bundle discount on my existing Odido internet subscription
I request:
1. A manual review of my application, or
2. A clear written explanation of the specific eligibility criteria and whether alternative forms of verification (such as those already provided) can be accepted
In particular, I would like clarification on how these criteria apply to EU citizens who are legally residing in the Netherlands but cannot obtain Dutch-issued identification documents.
Kind regards,
D. Humpfner
We gaan ermee aan de slag.
We krijgen op dit moment veel vragen. Daarom reageren we iets later dan je van ons gewend bent. We doen ons best om je zo snel mogelijk een inhoudelijke reactie te geven.
Tot snel,
Odido
Disclaimer Privacy
Odido Netherlands bv, Waldorpstraat 60, 2521 CC, Den Haag, KvK 33265679
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[Date of birth removed by moderator. Don't publish personal information online. Especially in large copy/paste messages it's easy to forget to remove personal information]
