More than 3 months after I contacted you to migrate from KPN to Odido, I’m still getting bills from KPN - because you’ve failed to fulfil your promise of stopping my old account. After losing so much time over the phone with your call center, which put me on hold for very long in a series of annoying calls which caused me problems with my employer, you’ve still failed to officially apologize for all the hassle you caused us. This is unacceptable and I DEMAND that you send us an official apology letter. The case is 2450/73266152. I’m done speaking with your incompetent call center about this. You (Odido) are accountable for all this mishap and you need to TAKE CHARGE and APOLOGIZE officially for all the mistakes (which the call center employee already admitted, but refused to apologize in writing for).
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apology letter
On behalf of Odido, I would like to offer my deepest apologies for the significant inconvenience and frustration you've experienced during your transition from KPN to Odido
We recognize that more than three months have passed since your initial request to migrate, and yet, regrettably, your KPN account was not properly closed as promised. This oversight has understandably caused you ongoing frustration, especially with continued billing from KPN. We sincerely apologize for the time and energy you’ve had to spend attempting to resolve this matter, including the long waits and challenges you faced with our call center.
We are particularly sorry for any professional problems this situation may have caused with your employer, and for failing to provide an official written apology earlier, which is something we take full responsibility for. Our commitment is to ensure smooth service transitions for our customers, and in your case, we fell short of that standard.
Once again, I am truly sorry for the inconvenience, and I want to assure you that Odido values your business. Should you have any further concerns, please do not hesitate to reach out to us.
+5Welcome to our community!
Good that you reach out to us again through this medium. I’m sad to read about your experience, my sincere apologies for this. I will gladly take a look at this situation for you!
Right now, I can’t access your subscription yet. Would mind adding your zip code, house number, date of birth, and the last 4 digits of your bank account number to your community profile?
Please let me know when you’re ready. I’m happy to assist you straight away!
I’m not going to add all my personl info on this public channel, obviously. For that purpose I’ve specified the case number on Odido’s side. But I’m not approaching you for the technical aspect, I’m only approaching you for the apology. Your inexperienced call center representative refused to apologize in writing, she said it’s not possible. So we’re going to now make it possible - in writing - and publicly.
You cannot play customers for fools! you promised us a smooth migration from KPN - and in reality - not only that you did not keep your promise, but it caused us double payments, losing time on a series of phone calls, and lots of frustration!
If she thought I’d let go there, here is my proving her wrong - and now on a public channel. That will motivate you to apologize as you should, I hope.
… And needless to say that I strictly forbid you from posting any personal info of ours on this channel, failing to comply will drag a legal reaction! You may approach us via a phone call or email with this case number I’ve posted.
+5I understand your concerns about posting your personal details on a public forum, you should absolutely not do that! That’s why we have created the opportunity to fill in the boxes in your community profile. This is not visible for other community users, just to the Moderation Team.
Furthermore, this information also fosters as the verification check. As we handle all our customers personal information with the upmost care, I need to make sure that I’m speaking to the right person.
As I mentioned before, I really want to help and resolve this issue for you. However, I can’t do that if I can’t access your subscription so I can get a full picture of the issue.
Please let me know when you have filled in the boxes. If it makes a difference I’ll make an exception for you, and you can send me the details in a private message.
You are not in a position to tell me you don’t like my tone, I was not cursing or using any abusive language. I am the customer and you are the service provider, where the service level I received is on an unacceptable level.
When you wrote to add the details to my “community profile”, it insinuated, to my ears, that those details will be ‘visible to the community’. Therefore I was reluctant to add them, but now that you specified it’s not the case, I will add those so you contact me with a written apology letter. This is my issue, the lack of a written apology, not anything else.
I am not a ‘competitor troll’ or anything like that, I have no motive in ‘bashing Odido online’, I am an individual who was misinformed by your customer service, and it led to months of hanging between two providers. On June 15th you Odido sent me a letter with bestelnummer 215087711 and until this very moment I haven’t received the apology. So I’m showing you that my case is real.
Again, and to be very clear: after wasting a LOT of time on phone calls with your representative, she seems to have taken care of my refund. So it’s not about that. It’s about the principle of Odido having to apologize for this inconvenience.
my details are now in the profile, so you can trace my email address. If it’s easier to send me the apology letter digitally (per email), it’s just fine. Thank you
+4Hi
Thank you Ishana, I’ve filled this in. Awaiting your action, I remind you - it’s not about the refund, that was already promised to me so I consider it done. It’s about a written apology for your mishaps, that the call center representative was not able to deliver. You should now have all the details to send us this letter. Not some story ‘we begrijpen dat het vervelend voor u is’, but an apology. It shouldn’t be so difficult.
+11On behalf of Odido, I would like to offer my deepest apologies for the significant inconvenience and frustration you've experienced during your transition from KPN to Odido
We recognize that more than three months have passed since your initial request to migrate, and yet, regrettably, your KPN account was not properly closed as promised. This oversight has understandably caused you ongoing frustration, especially with continued billing from KPN. We sincerely apologize for the time and energy you’ve had to spend attempting to resolve this matter, including the long waits and challenges you faced with our call center.
We are particularly sorry for any professional problems this situation may have caused with your employer, and for failing to provide an official written apology earlier, which is something we take full responsibility for. Our commitment is to ensure smooth service transitions for our customers, and in your case, we fell short of that standard.
Once again, I am truly sorry for the inconvenience, and I want to assure you that Odido values your business. Should you have any further concerns, please do not hesitate to reach out to us.
Thank you
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