subscription not canceled after notice period ended

Thank you for replying, but as I have explained in my opening message, I have already called Odido to cancel my subscription on the 14th of April. The problem is on their side, and they have acknowledged this to me. Still, I am kindly asking moderators here to look into this issue as I keep getting invoices, which makes me uncomfortable. Suggesting further steps if this proves unsuccessful would be also helpful. Thank you.

Moderators can not help with cancellations. You can only handle that with customer care agents via 0800-0092. 

I must say that I am disappointed with the answers, although I understand that other users cannot help with this issue. This was not the expectation I had looking through other English language posts where Odido staff helped. I am not using this forum to request cancellation. I have done that by calling the customer service on the 14th of April. On the 14th of May, Odido confirmed to me that they have recorded my cancellation requests, but they would need to fix a technical error on their side. Nevertheless, I have not heard anything back from them since then, and I was unable to contact them - hence I asked here. I am unwilling to make further calls due to the excessive cost that would be charged for calling them from abroad. I believe that I waited long enough, and notified them sufficiently, and I find any further delays and lack of response unethical.

​@maths38 

If the subscription was indeed cancelled on 14 April than it would have stopped by 14 May which didn't happen so something has gone wrong 

Moderators here can check for you if they can see a cancellation request but if it needs to be cancelled again than that can only be done via phone or via the contact form on the website since you are abroad.

Hello ​@maths38 , welcome to our community! I completely understand that this raises questions. I'd love to get to the bottom of this for you and provide more clarity! Please keep in mind that you always need to give one month's notice from the moment you receive our confirmation. Did you also receive confirmation of your cancellation?

Can you enter your date of birth and the last 4 digits of your bank account number in your profile and let me know when you have done this? Then I can check with you right away!

Thank you ​@Pharwin van Odido for kindly offering to help me. I have filled the details you requested in my profile. As I wrote before, I have requested cancellation on the 14th of April, but the lady helping me on the phone explained to me that due to a technical error, I would not receive a confirmation by email. However, she has reassured me that the number would be cancelled as of the 14th of May without me taking any further action. Nevertheless, this was not the case so I have immediately wrote to the customer service via the Odido website, and I have received reassuring reply that I would 'receive a confirmation of cancellation in approximately 14 days'. Nothing happen again, so I wrote again, except this time I have received no reply. So, I have turned to this forum, as this is the only other option I have give I am now abroad. I really hope that you will be able to help and the situation will be finally resolved. I have given my notice on the 14th of April, Odido is aware of the problem from at least the 14th of May, so I would find it only reasonable if this could be now sorted out, and that I am not being asked to pay any further invoices for this subscription. I am looking forward to hearing from you.

Hi ​@maths38, no problem! Happy to help anytime. 

Thanks for filling out your profile information! I looked immediately and indeed I see that you contacted a colleague on April 14 to cancel your subscription. This colleague had also processed it nicely. Only I see that she had put in a cancellation as of 28-4-2025. I do see that this was cancelled, because no month's notice was given. Can it be correct that it was cancelled by a colleague? That is the reason your subscription is still running.

I suggest that you cancel this subscription as soon as possible, as it had to be cancelled after one month's notice as of 14-05-25. If I could take care of this for you, I would have gladly done it for you. Only we can no longer process cancellations through this way. This can only be done by phone by calling: 0800-0092. This can be done from Monday to Friday from 08:00 to 18:00 and on Saturday from 09:00 to 17:30. Or through our online contact form. I see that you also contacted us via the contact form. A colleague will process your request as soon as possible. Calling is always faster though!

Will that work? If you have any other questions, feel free to ask. I'm here for you!

Thank you ​@Pharwin van Odido for your detailed reply, that explains what happen. But this still does not seem to me to solve the issue. I cannot call the number since I have already left the Netherlands. So please help me more:

1. I do not agree with the interpretation that I still need to cancel the subscription. As you have seen, I have already made the request on the 14th of April. The fact that your colleague put a wrong date to the system and cancelled it afterwards does not change the fact that I have given my cancellation notice. I understand that you personally cannot solve this. However, please submit a complaint on my behalf to the management and ask them to fix this, or point me where can I make an official complaint.

2. Thank you for confirming that I can use the Odido contact form to request cancellation, and that you have received my messages. Could you please then tell me why this cancellation was not already processed, since I have sent Odido already 3 messages on the 14th of May, on the 6th of June and on the 21st of June? What am I supposed to write in the message so that the cancellation is finally processed? How many messages am I supposed to write?

I hope that you understand that at this point I am not happy. I am not upset with your colleague because everyone makes mistakes, and I understand that you are trying to do what you can to help me. However, from my experience above, it appears that it does not matter if I call or if I write, Odido just would not cancel the subscription. I do not have more faith in the system you have in place, although your reply helped a bit. I do not find this situation ethical, and I genuinely feel that Odido caused me financial and emotional damage.  

Hello ​@maths38 I understand the sentiment and I apologize that it didn't go well. I can only see that a cancellation has been processed, but somehow cancelled. Hence, I recommend that you still call so that the subscription can be cancelled immediately. If calling really doesn't work, I recommend using the contact form on our website.

If you have any other questions, feel free to let us know!

Thank you for the reply, but I am disappointed that my points 1 and 2 above were not sufficiently addressed. I will use the form again, but I will also be making a complaint against Odido. This issue is clearly Odido’s fault, and I do not understand why Odido is not taking any action to fix this.