I am reaching out regarding my latest invoice dated August 24, 2026 (invoice total: €75.24). A significant portion of this amount (€59.75) consists of out-of-bundle charges for 259 minutes of calls to Ukraine.
I am a Ukrainian refugee and a new customer with Odido. I am still adjusting to mobile subscription conditions in the Netherlands and genuinely did not realize that these calls were outside my bundle or that they would result in such high charges. This was an honest mistake, and it is the very first time this has occurred on my account.
As this was an unexpected oversight, I respectfully ask if Odido would be willing to offer a one-time goodwill gesture (coulance) and refund or credit at least part of these out-of-bundle costs. I have already switched entirely to internet messaging apps to ensure this never happens again.
Thank you in advance for your time, consideration, and assistance.
Best regards,
K. Tselikova
Phone number: [Don't share your personal information publicly]
Beste antwoord door arctucile
Hi K, thanks for your DM. I've looked into your account and I see the extra costs for calling to Ukraine. I'm happy to make an exception and credit € 20 for you. This amount will be deducted from your next invoice. If you ever need to call abroad again, please keep an eye on this page in Mijn Odido to see if you're making extra costs and how much: Verbruik en Kosten | Odido. This way, you will have a clear overview of your usage. I've also sent you a confirmation mail for the credit. Please let me know if you've received it! 😄
Hi Marciano,
Thank you so much again for making this exception and crediting €20!
I have a small question regarding the credit. As we are Ukrainian refugees in a tight financial situation right now, cash is extremely helpful for us at the moment. Is there any possibility to have this €20 refunded directly to our bank account instead of applying it as a discount on the next invoice?
If that's not possible due to system limitations, we completely understand and are still very grateful for the discount!
Good morning K, thank you for choosing us as your provider, and welcome to Odido! I totally understand that you're calling to Ukraine often. Good to see that you've switched to internet messaging apps, I always recommend this when contacting people who live abroad. We've already lowered the prices for Ukraine a lot, and I can't promise much. But I'm happy to look into it for you to give you a proper welcome! 😊
I've sent you a DM via Webcare Moderator. Please reply to me there and I'll have a look into your account and invoice!
Hi K, thanks for your DM. I've looked into your account and I see the extra costs for calling to Ukraine. I'm happy to make an exception and credit € 20 for you. This amount will be deducted from your next invoice. If you ever need to call abroad again, please keep an eye on this page in Mijn Odido to see if you're making extra costs and how much: Verbruik en Kosten | Odido. This way, you will have a clear overview of your usage. I've also sent you a confirmation mail for the credit. Please let me know if you've received it! 😄
Hi K, thanks for your DM. I've looked into your account and I see the extra costs for calling to Ukraine. I'm happy to make an exception and credit € 20 for you. This amount will be deducted from your next invoice. If you ever need to call abroad again, please keep an eye on this page in Mijn Odido to see if you're making extra costs and how much: Verbruik en Kosten | Odido. This way, you will have a clear overview of your usage. I've also sent you a confirmation mail for the credit. Please let me know if you've received it! 😄
Hi Marciano,
Thank you so much again for making this exception and crediting €20!
I have a small question regarding the credit. As we are Ukrainian refugees in a tight financial situation right now, cash is extremely helpful for us at the moment. Is there any possibility to have this €20 refunded directly to our bank account instead of applying it as a discount on the next invoice?
If that's not possible due to system limitations, we completely understand and are still very grateful for the discount!
Good morning K, you're very welcome. I'm happy I could help! I completely understand your situation, but it's not possible to refund the credit to your bank account, I'm very sorry. If you have any other questions in the future, or if you ever need any help, please feel free to start a new topic. The community is here for you, and you know where to find me!
