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Beantwoord

How to cancel my contract

  • 30 June 2013
  • 14 reacties
  • 14220 Bekeken

  • Startend Simyaan
  • 3 reacties
Hello,

I got my contract online for 1 year a week ago. Everything was correct at the beginning. However, after some days I received the following message in dutch:


"Beste -,

We hebben je aanvraag voor een Simyo Sim Only abonnement met telefoonnummer 06**** ontvangen. Helaas hebben we deze bestelling moeten annuleren.

Reden annulering
Overschrijding van het maximale aantal Sim Only abonnementen op één adres.

Met vriendelijke groet,

Het Simyo team"

I don't speak dutch but what I made out is that my order had been cancelled apparently for no reason.

After sending a message asking why had my order been cancelled nobody I just received an automatic message.

What happened finally? That I signed another contract with another company because I thought my simyo order had been cancelled.

After somedays I received the simyo card and everything..

I would appreciate if somebody could please let me know how to cancell my simyo's contract and how much is the cost to do it.

Thanks in advance for your time.
icon

Beste antwoord door Charlene 2 July 2013, 09:24

Bekijk originele reactie

14 reacties

Reputatie 7
Badge +9
The message you got basically states that your application for a Simyo Sim Only contract was declined because it exceeded the number of Sim Only contracts that you can have. They don't say how many you can have at one given registered address, but I believe the maximum is five. So it appears that you already have five Simyo contracts registered at your address.

But it's a bit strange that they sent you a Simyo sim card a little later anyway. Looks like some wires got mixed up.

I'm sure a Simyo member of staff will clarify things here later today or tomorrow.
Badge +8
Hello,

I got my contract online for 1 year a week ago. Everything was correct at the beginning. However, after some days I received the following message in dutch:


"Beste -,

We hebben je aanvraag voor een Simyo Sim Only abonnement met telefoonnummer 0612746517 ontvangen. Helaas hebben we deze bestelling moeten annuleren.

Reden annulering
Overschrijding van het maximale aantal Sim Only abonnementen op één adres.

Met vriendelijke groet,

Het Simyo team"

I don't speak dutch but what I made out is that my order had been cancelled apparently for no reason.

After sending a message asking why had my order been cancelled nobody I just received an automatic message.

What happened finally? That I signed another contract with another company because I thought my simyo order had been cancelled.

After somedays I received the simyo card and everything..

I would appreciate if somebody could please let me know how to cancell my simyo's contract and how much is the cost to do it.

Thanks in advance for your time.


Hi dam3k,

You seem to live in some sort of apartment complex, with multiple house number 1's. When there are already a large amount of Simyo contracts on an adress, the order gets cancelled automatically. After we received your message with the question why your order was cancelled, somebody checked your order and asked for it to be approved after all.
That's when you received the simcard.

I understand that you didn't expect that anymore, and agreed to another contract. But when you received our simcard you activated it, and accepted our contract, too. Are you sure you want to cancel that?

Regards,
Charlene
Hello,

I got my contract online for 1 year a week ago. Everything was correct at the beginning. However, after some days I received the following message in dutch:


"Beste -,

We hebben je aanvraag voor een Simyo Sim Only abonnement met telefoonnummer 06****ontvangen. Helaas hebben we deze bestelling moeten annuleren.

Reden annulering
Overschrijding van het maximale aantal Sim Only abonnementen op één adres.

Met vriendelijke groet,

Het Simyo team"

I don't speak dutch but what I made out is that my order had been cancelled apparently for no reason.

After sending a message asking why had my order been cancelled nobody I just received an automatic message.

What happened finally? That I signed another contract with another company because I thought my simyo order had been cancelled.

After somedays I received the simyo card and everything..

I would appreciate if somebody could please let me know how to cancell my simyo's contract and how much is the cost to do it.

Thanks in advance for your time.


Hi dam3k,

You seem to live in some sort of apartment complex, with multiple house number 1's. When there are already a large amount of Simyo contracts on an adress, the order gets cancelled automatically. After we received your message with the question why your order was cancelled, somebody checked your order and asked for it to be approved after all.
That's when you received the simcard.

I understand that you didn't expect that anymore, and agreed to another contract. But when you received our simcard you activated it, and accepted our contract, too. Are you sure you want to cancel that?

Regards,
Charlene


Hello Charlene,

Thanks for your reply.

I thought I needed to activate it to cancel everything. Not very smart from my end indeed.

Yes, please if you can please inform me which steps should I follow to cancell it I'd really appreciate it. I don't want to start paying 2 contracts at the same time.

Next to that, am I supposed to pay something to cancell it?

Looking forward to your reply.

Regards
Badge +8
Hello Charlene,

Thanks for your reply.

I thought I needed to activate it to cancel everything. Not very smart from my end indeed.

Yes, please if you can please inform me which steps should I follow to cancell it I'd really appreciate it. I don't want to start paying 2 contracts at the same time.

Next to that, am I supposed to pay something to cancell it?

Looking forward to your reply.

Regards


Hi dam3k,

I understand.
You can return our simcard to the adress:

Simyo klantenservice
Postbus 58800
1040 JA Amsterdam

We will cancel your order then.
I am so sorry for the mix-up, and maybe we'll see you as a customer in the future :)

Groetjes,
Charlene
Hey Charlene,

Thanks for the info.

It's a pitty because it was such a good offer...

I will send everything within this week.

Thanks for your time.
Badge +8
Hey Charlene,

Thanks for the info.

It's a pitty because it was such a good offer...

I will send everything within this week.

Thanks for your time.


Hi dam3k,

Yes, it's a pity for us, too.
Next time :D

Regards,
Charlene
Hello again,

I've been charged this month for my simyo number so I guess it's yet not cancelled. However I followed all the steps I was told and send the card back to the address you gave me.

Can you please let me know what else can I do to cancel my contract once and for all? Isn't there any phone number through I can cancel it?

Regards,

Arturo
Badge +8
Hello again,

I've been charged this month for my simyo number so I guess it's yet not cancelled. However I followed all the steps I was told and send the card back to the address you gave me.

Can you please let me know what else can I do to cancel my contract once and for all? Isn't there any phone number through I can cancel it?

Regards,

Arturo


Hi dam3k,

I see it, that is probably my mistake, sorry. It's not such a simple process, ending a year contract for which the contract was already accepted, and I think I missed a step.
I'll make everything in order for you now.

regards,
Charlene
Hello. I wish to cancel my contract, number is 06********. Regards.
Reputatie 5
Badge +11
Hello. I wish to cancel my contract, number is 06********. Regards.

Hi bass75,

I checked your subscription, and you have a year contract which ends 2 September 2014.
If you really wish to cancel it, you will have to pay the subscriptions costs for the rest of your contract.

To give you an idea of the amount: it's the monthly subscription costs you started with multiplied by the number of months remaining in your contract.
Please let me know if you still wish to end your contract Or if there is anything I can do to make you stay.
Hello. Thank you for the quick response an I will post here the english version and also a dutch translated version so that everybody can have an ideea of what happened. I signed a contract with Simyo because i heard only good things about the company. My normal usage of internet data did not exceeded few MB for a week. Everything was ok untill the date of 26.10.2013 when I received a SMS message from you that my sim is blocked due to over usage of internet data. I took this as a computer mistake but once at home I checked my personal data on simyo.nl and I realize that on the bill it shows that starting 09.48 hrs. on every 7 minutes time large quantity of data had been downloaded ( 60 MB every 7 minutes) in a total of 900 MB, which is enormous is almost 1 GB.
In result i have been charged with an amount of 78 euro for this 900 MB. For clarification I call your office on 28.10.2013 because my sim was blocked immediately leaving me without the possibility to call or to use it in anyway. As result I received the information that it was my phone who did that and that is it and I have to pay.
1. I put my phone to physical examination to you in order to clarify this matter.
2. It is more then several years that I am using an contract with internet and I never encounter something similar.
3. My never never makes software updates by himself ( if it must I personally accept this and only using a Wi-Fi connection)
4. My personal applications do not require so much data to update, it is allmost 1 GB.
5. I checked personally the content of the phone and I did not find this amount of data anywhere.
6. I requested from your side to explain to me what kind of data had been downloaded but I have been refused.
7. I requested from your side to send me what is the IMEI of the device that downloaded this data and I have been refused.
This is why I requested the cancelling of my subscription and hoping that it was not a waste of time I sure expect on the forum an explanation of what happened in order to restore my confidence in you.
With regards.

Hallo. Bedankt voor de snelle reactie een zal ik hier posten het Engels versie en ook een Nederlands vertaalde versie zodat iedereen kan een ideea van wat er is gebeurd hebben. Ik tekende een contract met Simyo omdat ik hoorde alleen maar goede dingen over het bedrijf. Mijn normale gebruik van internet data niet overschreden paar MB voor een week. Alles was ok totdat de datum van 26.10.2013 toen kreeg ik een SMS-bericht van u dat mijn sim is geblokkeerd als gevolg van over het gebruik van internet data. Ik nam dit als een computer fout, maar eenmaal thuis Ik controleerde mijn persoonlijke gegevens op simyo.nl en ik besef dat op de factuur het laat zien dat het starten van 09,48 uur. op elke 7 minuten tijd grote hoeveelheden gegevens waren gedownload (60 MB elke 7 minuten) in een totaal van 900 MB, dat is enorm is bijna 1 GB.
In resultaat i zijn belast met een bedrag van € 78 voor deze 900 MB. Ter verduidelijking roep ik uw kantoor op 2013/10/28 omdat mijn sim geblokkeerd was meteen waardoor ik zonder de mogelijkheid om te bellen of om het toch te gebruiken in. Als gevolg kreeg ik de informatie dat het mijn telefoon die dat deed en dat is het en ik moet betalen.
1. Ik zet mijn telefoon op de fysieke controle aan u om deze kwestie op te helderen.
2. Het is meer dan een aantal jaren dat ik ben met behulp van een contract met internet en ik heb nooit iets dergelijks tegenkomen.
3. Mijn nooit nooit maakt software-updates door hemzelf (als het moet ik persoonlijk accepteren en alleen met behulp van een Wi-Fi-verbinding)
4. Mijn persoonlijke toepassingen vereisen niet zoveel gegevens bij te werken, het is allmost 1 GB.
5. Ik controleerde persoonlijk de inhoud van de telefoon en ik heb niet deze hoeveelheid gegevens nergens vinden.
6. Ik had verzocht om van uw zijde om me uit te leggen wat voor soort gegevens had gedownload werden, maar ik heb geweigerd.
7. Ik had verzocht om van uw kant om mij wat is de IMEI van het apparaat dat deze gegevens gedownload en ik heb geweigerd.
Dit is de reden waarom ik gevraagd het annuleren van mijn abonnement en hopen dat het niet een verspilling van tijd ik zeker verwachten op het forum een ??uitleg van wat er om mijn vertrouwen in u te herstellen.
Met vriendelijke groet....
Badge +8
Hello. Thank you for the quick response an I will post here the english version and also a dutch translated version so that everybody can have an ideea of what happened. I signed a contract with Simyo because i heard only good things about the company. My normal usage of internet data did not exceeded few MB for a week. Everything was ok untill the date of 26.10.2013 when I received a SMS message from you that my sim is blocked due to over usage of internet data. I took this as a computer mistake but once at home I checked my personal data on simyo.nl and I realize that on the bill it shows that starting 09.48 hrs. on every 7 minutes time large quantity of data had been downloaded ( 60 MB every 7 minutes) in a total of 900 MB, which is enormous is almost 1 GB.
In result i have been charged with an amount of 78 euro for this 900 MB. For clarification I call your office on 28.10.2013 because my sim was blocked immediately leaving me without the possibility to call or to use it in anyway. As result I received the information that it was my phone who did that and that is it and I have to pay.
1. I put my phone to physical examination to you in order to clarify this matter.
2. It is more then several years that I am using an contract with internet and I never encounter something similar.
3. My never never makes software updates by himself ( if it must I personally accept this and only using a Wi-Fi connection)
4. My personal applications do not require so much data to update, it is allmost 1 GB.
5. I checked personally the content of the phone and I did not find this amount of data anywhere.
6. I requested from your side to explain to me what kind of data had been downloaded but I have been refused.
7. I requested from your side to send me what is the IMEI of the device that downloaded this data and I have been refused.
This is why I requested the cancelling of my subscription and hoping that it was not a waste of time I sure expect on the forum an explanation of what happened in order to restore my confidence in you.
With regards.


Hi bass75,

I understand that you are in a very confusing situation. You don't know what caused the huge amount of data usage. Unfortunately, we don't know any more than you do. We get our information from the network, which is the amount of data, and on which time and date it was registered. We are not allowed to register what was down- or uploaded because of privacy laws. If I could tell you what caused this, I would, so you could take measures to prevent it from happening again. I would recommend to use a data counter app, which can provide you with the information about your data usage. Apps like Onavo count or My data manager can show you which apps or processes have used data and how much.
With the option Internet op je Mobiel, you can control if your phone is able to use internet through your simcard, or not. The simcard isn't able to make a data connection without an assignment from your phone. There can be a problem with the software of your phone, that made it use this much data. But it can also be an app, or a background process which you are not aware of. I am certain that you can prevent it in the future, when you can find the responsible source. It is not registered which IMEI number made the connection. I did check with the specialists in which kind of phone the sim card was at the time of usage, and they informed me it was a Samsung Galaxy Note.
I realize this probably isn't all the information you were looking for. It is all the information we have about the data usage, you can find this yourself on Mijn Simyo. I wish I could tell you more to restore the trust, but it is not possible to cancel your year contract because of this situation.

Kind regards,
Charlene
Hello.
I also understand your point of view but you have to be in my position to see how frustrating that is, when not even your internet provider can not tell you what it is, so, who can actually do that?  ( is like going to the bank and they say that you can not see what is inside the acount because of policy laws !!!).
I am certain that this kind of e-mails exchange is not doing a favor for any of us ( I do not know if I should continue with the contract or not and you also receive a bad publicity, people can change their mind because of this ).
Maybe you can give me a solution , either on the forum or private, because is very difficult to me to accept that an app update is taking like 900 MB, and this is not all, it seems that download lasted 1 hour and 23 minutes. I actually never heard of any app or software that your phone will do it without your knowledge for 1 h. 23 minutes and more than 900 MB.
Regards, Catalin

P.S.
I have allready paid you the amount of 26,10 euro as contract said. The rest of 78,89 euro when you can provide me with some real information.
Thank you in advance.



Hallo .
Ik begrijp ook uw standpunt , maar je moet wel in mijn positie om te zien hoe frustrerend dat is , als niet zelfs je internet provider kan je niet vertellen wat het is , ja, wie eigenlijk dat kunnen doen ? ( Is alsof je naar de bank en ze zeggen dat je niet kunt zien wat er binnen de acount vanwege beleid wetten ! ) .
Ik ben er zeker van dat dit soort e - mails uitwisselen niet aan het doen is een gunst voor een van ons ( ik weet niet of ik zou doorgaan met het contract of niet en je ontvangt ook een slechte publiciteit , kunnen mensen hun gedachten te veranderen als gevolg van deze ) .
Misschien kunt u mij een oplossing , hetzij op het forum of prive , want is heel moeilijk voor mij om te accepteren dat een app -update wordt , zoals 900 MB , en dit is niet alles , het lijkt erop dat downloaden duurde 1 uur en 23 minuten . Ik heb eigenlijk nog nooit gehoord van een app of software die je telefoon zal het doen zonder uw medeweten gedurende 1 uur . 23 minuten en meer dan 900 MB .
Regards , Catalin

Postscriptum
Ik heb u allready betaald het bedrag van 26,10 euro als contract gezegd . De rest van 78,89 euro als je me kan voorzien van een aantal echte informatie .
Dank u bij voorbaat .
Reputatie 5
Badge +11
Hi bass75,

I'm very sorry, but we can not bend or break the privacy laws, even if I wanted to...
The law states that you, as a user, should know what you are doing with your data connection. It's best to compare this law with the law which states it is illegal to open a letter when you are the mailman. It's confidentiality of the mail.

For the record; an update of (for instance) your Operating System, icloud or online storage could easily use 900 MB's or more.

I'm afraid we can't give you the information for it isn't ours to give.

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