I am writing to lodge a formal complaint regarding an ongoing billing issue and unacceptable treatment by your customer service team over the past two weeks.
While traveling abroad, I purchased an add-on package believing it covered standard mobile usage in the destination country based on the information provided. Due to a language barrier and ambiguous package details, I was unaware that the package exclusively covered mobile data, not voice calls. As a result, I was left stranded in another country with unexpected costs and a lack of clear communication.
When I contacted customer service while stranded abroad, I was met with complete indifference and told "it was my fault" and that I "should have checked," despite explaining my situation as an English speaker in a vulnerable position overseas.
2. Delay and Broken Promises
Following this incident, funds were debited directly from my bank account. Over the last two weeks, I have repeatedly contacted Odido to resolve this issue:
I was given specific resolution dates (including dates last week) that passed without any action or update from your side.
During subsequent phone calls, customer service agents refused to escalate the matter, spoke to me in a dismissive and rude manner, and repeatedly told me to "just wait" without providing concrete timelines or solutions.
3. Grounds for Complaint
Duty of Care & Service Transparency: As a customer, I expect clear, accessible, and unambiguous information regarding roaming packages, particularly for non-Dutch speaking customers traveling abroad.
Misconduct & Customer Treatment: Telling a customer who is stranded abroad that an issue is entirely their fault, followed by condescending and dismissive treatment over the phone, fails to meet reasonable standards of customer service.
Failure to Resolve within Promised Timelines: Failing to resolve a flagged issue after two weeks—and repeatedly missing pledged resolution deadlines—is an unacceptable handling of a disputed charge.
