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Can't link subscription and got charged twice

  • December 17, 2025
  • 8 reacties
  • 67 Bekeken

Hi Odido team,

 

My saga continues :)

I ordered Klik en Klaar (the first one by phone, when my fiber glass couldn't be installed), I have then cancelled this one and returned the device, without activating (cancelled on 02/12/2025 within the 14 day period and returned the following day).

Due to delays on the first one, customer service directed me to a store and I picked up a second Klik en Klaar, currently working well at my home (since 27/11/2025).

 

I was charged 40EUR (for subscription and activation of the one that is working at my place), but this night I was charged again a value of 39.32 EUR.

 

The thing is… i can't add the subscription to my environment, so i can't see any invoices, so I have no clue why am I being charged…

 

Can you help me link the active subscription and understand why am I being charged twice? Also, it seems my old address is still linked to my profile, despite already having requested to change it. 

 

Thank you in advance,

Diana

December 18, 2025

Hey ​@diana1992, thank you for letting us know, we will look into this. Thank you for providing your details, I can see both subscriptions, one active and one inactive. For the inactive subscription, an invoice was sent on 15 December for €32.19. The active subscription also has only one invoice, which was sent on 4 December for €40. I don't see any amount of €39.32 on your Klik&Klaar subscriptions.

Would you like to link this subscription to an existing account on Mijn Odido? Do you happen to have a mobile number with us? If so, could you add it to your profile under: Info for moderator? All details must be correct before you can link to another subscription. This includes your initials, first and last name, date of birth and address. Once I have your details, I can look into this for you! I look forward to hearing back from you.

 

    8 reacties

    Tommie van Odido
    Moderator
    Forum|alt.badge.img+13

    Hey ​@diana1992, thank you for letting us know, we will look into this. Thank you for providing your details, I can see both subscriptions, one active and one inactive. For the inactive subscription, an invoice was sent on 15 December for €32.19. The active subscription also has only one invoice, which was sent on 4 December for €40. I don't see any amount of €39.32 on your Klik&Klaar subscriptions.

    Would you like to link this subscription to an existing account on Mijn Odido? Do you happen to have a mobile number with us? If so, could you add it to your profile under: Info for moderator? All details must be correct before you can link to another subscription. This includes your initials, first and last name, date of birth and address. Once I have your details, I can look into this for you! I look forward to hearing back from you.

     

    Life is too short to drink bad wine! Mods beantwoorden geen ongevraagde privéberichten.
    • diana1992is een Master Poster
    • Auteur
    • is een Master Poster
    • December 18, 2025

    Hi ​@Tommie van Odido,

     

    Apologies, I meant 32.19€. This one that is deactivated, just received it in the mail, called customer service to cancel within the 14 days (December 2nd) and got the DHL details to send it back, which I did on December 3rd. I never used it, so I believe I shouldn’t have been charged for that one, as customer service told I wouldn’t be charged for anything if cancelling within the 14-day period. 

     

    I don’t have a mobile number with Odido, only my current number with another provider. I have re-checked and completed all details :) 

     

    Thank you for your help,

    Diana

     

     

    eric
    Super User
    Forum|alt.badge.img+14
    • ericSuper User
    • Odido Superuser
    • December 18, 2025

    Hi ​@Tommie van Odido,

     

    Apologies, I meant 32.19€. This one that is deactivated, just received it in the mail, called customer service to cancel within the 14 days (December 2nd) and got the DHL details to send it back, which I did on December 3rd. I never used it, so I believe I shouldn’t have been charged for that one, as customer service told I wouldn’t be charged for anything if cancelling within the 14-day period. 

     

     

    You can indeed cancell within 14 days, but the period between delivery and cancellation will be charged pro rato for the usage.

    Welkom bij de klant-helpt-klant Community van Odido.
    • diana1992is een Master Poster
    • Auteur
    • is een Master Poster
    • December 18, 2025

    Hi ​@Tommie van Odido,

     

    Apologies, I meant 32.19€. This one that is deactivated, just received it in the mail, called customer service to cancel within the 14 days (December 2nd) and got the DHL details to send it back, which I did on December 3rd. I never used it, so I believe I shouldn’t have been charged for that one, as customer service told I wouldn’t be charged for anything if cancelling within the 14-day period. 

     

     

    You can indeed cancell within 14 days, but the period between delivery and cancellation will be charged pro rato for the usage.

    Hi Eric,

    Thanks for your insight. Well, that’s good to know. It was not mentioned during the calls… But either way, I received this one November 29th and returned it on December 3rd (cancelled December 2nd), so the math is not adding up for the 3-4 days...

    • diana1992is een Master Poster
    • Auteur
    • is een Master Poster
    • December 29, 2025

    Hi ​@Tommie van Odido , hope you had a great Christmas :)

    Do you have any update for me? Both on the invoice on the inactive subscription and the linking to My Odido of the active subscription?

     

    Dankjewel,

    Diana

    Nora van Odido
    Moderator
    Forum|alt.badge.img+9
    • Nora van Odido
    • Moderator | Internet + TV
    • December 30, 2025

    Hi ​@diana1992, I would love to help you with this! Has Eric has mentioned, this subscription will be charged pro rata for the days that you have received the subscription till it was cancelled. This will be corrected for you automatically. You will receive receive a final invoice from us where this will be corrected, so that the amount you have paid too much will be refunded. As for the Mijn Odido account, are you trying to connect your subscription to the account that is made with the same e-mail address as you're using on the community? I see that there's an old subscription still linked which can cause an error with linking new subscriptions. I have removed this for you and you can try to link the subscription again! 

    Ongevraagde privéberichten worden niet beantwoord. Neem snel een kijkje in onze handige Wiki: https://community.odido.nl/knowledge-base.
    • diana1992is een Master Poster
    • Auteur
    • is een Master Poster
    • December 30, 2025

    Hi ​@diana1992, I would love to help you with this! Has Eric has mentioned, this subscription will be charged pro rata for the days that you have received the subscription till it was cancelled. This will be corrected for you automatically. You will receive receive a final invoice from us where this will be corrected, so that the amount you have paid too much will be refunded. As for the Mijn Odido account, are you trying to connect your subscription to the account that is made with the same e-mail address as you're using on the community? I see that there's an old subscription still linked which can cause an error with linking new subscriptions. I have removed this for you and you can try to link the subscription again! 

    Hi ​@Nora van Odido, thank you for your answer :)

    And thanks for the help! I was now able to link the subscription and see the details.

     

    Just a final question: I am still waiting on my glass fiber connection, any updates you can see? It’s been 2 months now and I understand it was a bit difficult situation, but just wondering what the status is.

     

    Happy holidays!

    Nora van Odido
    Moderator
    Forum|alt.badge.img+9
    • Nora van Odido
    • Moderator | Internet + TV
    • December 30, 2025

    Hi ​@diana1992, it is great to see that you were able to link the subscription now! I completely understand that you would like to know when you can expect the Fiber connection. I have checked it for you and there are no new updates at the moment. Because of this I cannot give an indication of when the Fiber will be activated. As soon as there is any new information, we will let you know! 

    Ongevraagde privéberichten worden niet beantwoord. Neem snel een kijkje in onze handige Wiki: https://community.odido.nl/knowledge-base.
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