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Complaint about the Odido service and the invoice manainegemnt

  • October 28, 2025
  • 6 reacties
  • 72 Bekeken
R

Hello Odido community,

I have been dealing with a very frustrating situation for weeks. On October 4, 2025, I made a payment of €691.22 for my mobile subscription (Contract No. 1.21207019), and I received a confirmation email from Odido. Additionally, I paid €277.94 in September, bringing my total payments to €969.16.

Despite this, I have now received an email requesting to pay for €205.36 for a phone number (0600000000) and a payment arrangement that I never agreed to. During my last conversation with an Odido operator (over 40 minutes), I was told I still had to pay this amount. They kept referring to a manager who said an invoice could not be provided but could not explain why I should pay something I have already fully paid.

I am especially confused and frustrated that a manager in the Customer Support department claims I owe money without providing any invoice. I clearly referenced the invoice 901602480533, which is fully paid, yet the support staff insisted they had only received €400. How is it possible that €200 of my payment was not accepted? This feels like outright mismanagement.

I have:

  • Bank statements confirming all my payments

  • A confirmation email from Odido acknowledging receipt of the last €691.22 payment

My questions to Odido:

  1. Can Odido finally confirm that my payments have been correctly processed?

  2. Why am I being asked to pay for something I never signed up for?

  3. How can a manager claim I owe money without providing any invoice?

  4. How can such system errors be prevented so that customers are not unjustly pressured?

It is absurd that I have spent weeks trying to verify something that is clearly already paid, and I keep getting contradictory information. Can someone explain how this can be resolved?

Thank you for your help,
Roman Goryainov

Beste antwoord door eric

I have no idea who you mean by the manager of the operations. Again, the financial department behind incasso@odido.nl is the one who can see all transactions, debit and credit invoices. This is also the department which has contact with debt collector agencys. When invoices are not paid, they are handed over to such agencys. 

On this forum you talk to other customers, like me. We are around and help other customers which technical questions and general administrative questions, but we have to insight in customer data or status of invoices. Except my own invoices of course.

 

6 reacties

eric
Super User
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  • ericSuper User
  • Odido Superuser
  • October 28, 2025

You talk to other custoners here. There is a special department who handles financial issues like this. Please send your question to incasso@odido.nl

This department only communicates via email and has a processing time of around 14 days.

Welkom bij de klant-helpt-klant Community van Odido.
R
  • RG1987
  • Auteur
  • is een nieuwe Poster
  • October 28, 2025

You talk to other custoners here. There is a special department who handles financial issues like this. Please send your question to incasso@odido.nl

This department only communicates via email and has a processing time of around 14 days.

Thanks, and I have already did with the clear indication of the issue and proofs of transactions. In responce, I have been asked to call support and recieved above mentioned responce. I’m currious how long this ping-pong game will be continued.

eric
Super User
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  • ericSuper User
  • Odido Superuser
  • October 28, 2025

The financial department communicates via incasso@odido.nl, not via the phone. Ask them for the answers you request, i do not understand why you need to call for these difficult questions. (Difficult as there is a lot of details asked to be looked up/ investigated)

Welkom bij de klant-helpt-klant Community van Odido.
R
R
  • RG1987
  • Auteur
  • is een nieuwe Poster
  • October 28, 2025

The financial department communicates via incasso@odido.nl, not via the phone.

Thanks, Eric. If you are aware, are these the correct complaint emails: privacyandcomplaints@odido.nl and pers@odido.nl?

I would like to raise a complaint regarding the “manager” of the operator who insisted that I must pay for an amount while claiming that no invoice could be provided. This is outrageous and completely unacceptable. The manager insists I owe money, but when I request an invoice and a clear explanation, I am told it cannot be provided. I strongly would like that this situation be investigated, as it appears highly irregular and, frankly, raises serious concerns about potential mismanagement or even a scam.

eric
Super User
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  • ericSuper User
  • Odido Superuser
  • Antwoord
  • October 28, 2025

I have no idea who you mean by the manager of the operations. Again, the financial department behind incasso@odido.nl is the one who can see all transactions, debit and credit invoices. This is also the department which has contact with debt collector agencys. When invoices are not paid, they are handed over to such agencys. 

On this forum you talk to other customers, like me. We are around and help other customers which technical questions and general administrative questions, but we have to insight in customer data or status of invoices. Except my own invoices of course.

 

Welkom bij de klant-helpt-klant Community van Odido.
R
R
  • RG1987
  • Auteur
  • is een nieuwe Poster
  • October 28, 2025

I have no idea who you mean by the manager of the operations. Again, the financial department behind incasso@odido.nl is the one who can see all transactions, debit and credit invoices. This is also the department which has contact with debt collector agencys. When invoices are not paid, they are handed over to such agencys. 

 

Thanks, clear enough. The support center operator referred to a separate discussion she had with her “manager,” and that’s what I was referring to.

In any case, I’ve already sent another email — the fourth one. Let’s see if this helps.

Thanks for your reply.

I’d like to keep this post open so I can continue updating the community on this very strange situation.

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