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I have been trying to cancel my subscription since the middle of august 2020 with no success.


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Dear Sirs,

I moved from Luxembourg to Brussels approximately in the middle of August 2020. I visited your shop in bertrange where I delivered my router and I was requested to provide my work contract in Brussels which I did as a proof of my move. Following this I contacted your support for cancelling my subscription .  On september 23 I submitted the case 750728 which was managed by your colleague (Claudia ). She informed my that she required a certificate of residence from Belgium or my Belgium id in order to avoid early termination charges for the remaining 17 months. I informed her that I had requested the certificate but it had not been issued yet. Two week later approximately I sent her the certificate of residence  and later on my Belgium id. On november 6 I received a message that my case was closed. However my sim card is still active. When I realised that my sim card was still active I created a new case 772119. Having said the above I have been charged with the amount of 116 euros for September and October when I do not have a router I hope you have also canceled my wifi subscription  and I have been asking for a complete cancellation of all the services in my subscription  mobile land line wifi. 

I would appreciate it that one of your employees cancel all the services of  my subscription and confirm that it is canceled. . If you need additional information please contact me through my e mail account.

It has been going on for 3 months with no result.

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Meilleure réponse par Steve 17 novembre 2020, 09:26

Dear EPANAGIOGIOTAKOU,

Thank you for your message and welcome to our forum.

In addition to the response you received yesterday evening, you will receive a more detailed one today.

I shall send you a confirmation email in the case 772119 once the cancellation and the adjustment has been done.

All the necessary action will be taken today.

Best regards,

Steve

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Dear EPANAGIOGIOTAKOU,

Thank you for your message and welcome to our forum.

In addition to the response you received yesterday evening, you will receive a more detailed one today.

I shall send you a confirmation email in the case 772119 once the cancellation and the adjustment has been done.

All the necessary action will be taken today.

Best regards,

Steve

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