Reacties geplaatst door Fra

5 Reacties

F
FraStarter
gevraagd in Mobiele abonnementen en toestellen

Kan Spotify niet opzeggen

That is exactly the BUG I am trying to describe here; your selfcare (MijnKPN) is showing the wrong status for my Spotify subscription:So again I see Geen Spotify Premium as current product (HUIDG) while i do have an active subscription and I have been billed in the last 2 months.Before contacting you I have waited to receive 2 consecutive invoices with this reoccurring charge, this prove that it is NOT a one-time-charge but a REOCCURRING PAYMENT THAT I CANNOT DELETE (it is my right to cancel this reoccurring payment anytime).Due to that wrong status I am not able to DISABLE the service (and the reoccurring payment)I understand this service was handled directly by the KPN customer care and billing system however it is now handled by an external party. For this reason your MijnKPN environment ALWAYS SHOWN GEEN SPOTIFY ACCOUNT, the system that is receiving this "web-service" request does not know anything about online payments managed by external party and obviously responds that I do not

10
Mark L.
Community manager
2 jaar geleden
F
FraStarter
gevraagd in Mobiele abonnementen en toestellen

Kan Spotify niet opzeggen

I see two charges, on the invoice of  August (number 1189057089) as well as on the one of September (1192255270); based on this i conclude this is not a "one-time charge" but a "reoccurring payment". You have stated that "there is no active Spotify subscription via KPN"  but I am still getting billed (last invoice was received a few days ago) and I still cannot manage my Spotify account  As you can see on the above screenshot I am currently unable to perform any action other than log-out all connected devices on my Spotify account.In the area where I should be able to change\terminate my subscription i see the following text: Jouw abonnement is gekoppeld aan onze partner KPN/XS4ALL. Benader KPN/XS4ALL voor vragen over je abonnement. Indeed I have terminated all my KPN subscriptions today, however I still find useful to share this to prevent that other customers will be experiencing the same frustrating loop 

10
Mark L.
Community manager
2 jaar geleden
F
FraStarter
gevraagd in Mobiele abonnementen en toestellen

Kan Spotify niet opzeggen

Thanks for your reply but I have already requested to switch to a different provider (mobile subscription), as well as the termination of both internet and ITV subscriptions.Hopefully this will force the cancellation of those reoccurring costs 

10
Mark L.
Community manager
2 jaar geleden
F
FraStarter
gevraagd in Mobiele abonnementen en toestellen

Kan Spotify niet opzeggen

I just called XS4ALL and they were very surprised about this advice, luckily they were able to find this post as initially they did not believe what I have told to them.The agent has involved the XS4ALL back-office department and they both concluded that XS4ALL is not able to help me since they cannot find my subscription anywhere. They have stated they used a tool in the past to check the subscription statutes and that the tool does not work anymore; this is the only possible and logical explanation they could give to the KPN advice to contact XS4ALL  

10
Mark L.
Community manager
2 jaar geleden
F
FraStarter
gevraagd in Mobiele abonnementen en toestellen

Kan Spotify niet opzeggen

Sorry but I still don't get this, I have activated my subscription through your Self Care (MijnKPN) and now I have to contact your partner (XS4ALL) in order to have this service removed?I think I am going to switch to another provider straight away, that should solve the problem as well 

10
Mark L.
Community manager
2 jaar geleden

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