Hello,
I'd like some help resolving a billing dispute.
I added a TV subscription to my existing Odido internet account online. I cancelled it within 14 days, as I understood this falls under the statutory right of withdrawal for distance contracts (art. 6:230o BW).
Customer service told me that as an existing customer adding a service, I'm not entitled to the 14-day withdrawal period, and I was charged a cancellation penalty.
I already sent a written complaint by email, was asked to call instead, called, and the penalty was refused again without a clear legal explanation.
Could someone confirm the exact legal basis for denying withdrawal rights in this case? Based on public ACM guidance, the 14-day right should also apply when adding services to an existing subscription if it was done online or by phone.
I'd appreciate a written response confirming whether the penalty will be removed.
