Anyway she got her cell phone working and all was fine. Unfortunately she did not ever get any text messages sent from abroad. The topic was taken up in the KPN shop where she was told she should call KPN which she did. To make the story short: up to today she still is not able not get text messages sent from abroad! Also, when we call her from abroad her phone does not ring. We always call twice, the 2nd time she receives the call.
Unfortunately, our daughter fell ill in November and by April 2018 it became clear that she needed to come home to Switzerland. On May 2 she called KPN and explained her problem to Mrs Eggen. Mrs Eggen was very helpful and said all her contracts would be cancelled by the time she leave the country. Our daughter sent a confirmation email to the KNP.com address Mrs Eggen had given her and left the Netherlands on May 4, 2018.
10 days later my husband and I travelled to Utrecht to close down her apartment. We sent back the modem to the address we got from a phone call to KPN as their promised shipping box for the modem had never arrived.
To today we do not have a confirmation that KPN received the modem although I have asked twice for it.
On May 14, 2018 I received a confirmation email that the internet at home will be cancelled by 17th May 2018.
On May 28, 2018 I received ANOTHER confirmation email that the internet at home will be cancelled by June 2018!
I immediately wrote an email to email@example.com asking them why? I also told them that I am still waiting for confirmation regarding her cell phone contract cancellation.
I did not get any reply till today!
I talked with KPN (I CAN NOT CALL KPN FROM ABROAD BECAUSE OF THE 0800 PHONE NUMBER) and during these 45 minutes I was told that our daughter had sent the cancellation to the wrong email address. Due to that, the cancellation of the internet connection would only be made in June. However I have the proof that she sent the cancellation Email to the .com address originally advised.
Again I was promised that the person on the chat line will put a note in my daughters file (which was promised twice before). At the end I clicked on the wrong button and the line was lost.
On the same day (Mai 28, 2018) I googled how to call KPN from abroad. I called to +31 10428 9571 and left a message to please call my daughters number. I DID NOT HEAR BACK FROM KPN TILL THIS DATE.
So there we go, it becomes June 1, 2018, KPN has incasso on my daughters bank account (we would like to close this account as she will never use it again) and I feel like closing the account and leave KPN hanging in the air. But I am not like this. So I keep on trying. Another frustrating and fruitless talk over 50 minutes on June 1, 2018 did not bring anything because the persons answering the phone DO NOT KNOW MUCH.
I then once again tried to call the above phone number +31 ... and again left a message. I truly hope somebody will finally get back to me.
In the meantime my daughter is stuck with her Dutch phone number and bad coverage in Switzerland with SALT. The calling is an issue because nobody in Switzerland will call her on a foreign number because unlike the European Union Countries, Switzerland does not include free calling abroad in their subscriptions or if they do it would be 60 to 90 minutes and what is that in a month? So it will be difficult to use/give her Dutch phone number to people in Switzerland.
She also does not get text messages.
How can a company act in such an inefficient way? Shame on you!
However we do not stop at this. We will end this charade within short.
Anyone being able to help us in this matter? Thank you!
Beste antwoord door Upset
Thank you for YOUR (personal) excellent customer service!
have a great day ?