Dear Odido Representative,

I am writing to formally express my dissatisfaction with the service I have received from Odido and to request an immediate termination of the internet contract between Odido and 399 Media Innovations. I demand that you respond to this letter within one week. If I do not receive a satisfactory response, I will seek legal action to terminate the contract and claim compensation for financial and emotional distress caused by your company’s actions.

Background of the Issue: 

In late July 2024, I received a call from an Odido representative who informed me that I was a loyal customer of your mobile service. As a “valued customer,” he offered to extend your internet services to my address. The representative noticed my address was registered under "399 Media Innovations" and proposed signing a three-year internet service contract under this company’s name. He assured me the service would be installed promptly, to which I agreed and signed the contract.

Shortly after, a technician arrived at my home to install the router but informed me that due to a technical issue he could not resolve, a second appointment was needed. On the second visit, two technicians from KPN arrived and concluded that the issue was not within my home but outside. After inspecting the external area, they determined that the problem lay with the fiber optic infrastructure in the neighborhood. They left, and since then, no one has returned to resolve the issue.

In September 2024, I called Odido to inquire why no one had returned to fix the installation issue, especially since my account was still being charged automatically. Your representative apologized and assured me that installation would be expedited, and I would receive a refund for the charges. However, no refund was issued, and no progress was made.

In October 2024, I discovered that my account was charged again, with an amount €10 higher than the agreed monthly fee. I contacted Odido again to express my frustration and requested both a refund and contract termination. Your phone representative apologized, asked for another chance, and promised to cancel the contract if no one installed the service within two weeks. Despite waiting four additional weeks, no technician came to fix the issue.

When I contacted Odido again to demand contract cancellation, another representative stated that they could not cancel it because there was a signal detected at my location. I explained that only three out of the five signal lights were active, and I had no internet connection. And this representative had no excuses to make and he had to ask his supervisor. The representative consulted their supervisor and returned to tell me that the supervisor refused to cancel the contract. When I asked when the service would be installed if this is the case, they stated it was possible but could not provide a clear timeframe.

I am deeply frustrated and confused with Odido’s lack of responsibility and transparency. I have been paying for a service I have never received, despite numerous follow-ups and promises from your representatives.

To date:

I do not have internet service.

I have been repeatedly charged, including overcharges, without receiving a refund.

My requests to cancel the contract have been unfairly denied.

Three weeks ago, I sent a complaint letter to your company but received no response. This lack of acknowledgment is unacceptable.

My Demands is to cancel the contract immediately and confirm the cancellation in writing. Issue a full refund for all amounts debited from my account since the start of the contract. Respond to this complaint within one week of receipt.

If I do not receive a satisfactory resolution within one week, I will escalate the matter as follows: File a complaint with KVK (Dutch Chamber of Commerce) for mediation. Initiate legal proceedings to demand contract termination, a full refund, and compensation for financial losses and emotional distress caused by your negligence. This letter has been screenshot, saved and documented as evidence. I urge you to address this issue promptly and professionally to avoid further escalation.

Yours sincerely, Jing Liu 17 November 2024