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.
Meilleure réponse par Steve
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.