Administration fee?

Dear Simyo Customer Service,

I am writing to express my deep dissatisfaction and to formally request a refund for the €15 administration fee recently charged to my account.

Let me be absolutely clear: I did not request any refund on my payment. The original bill was supposed to be paid via automatic debit from my account, as it always is. For reasons that remain unclear to me, the payment failed, and I received no effective notification about this issue. I only realized something was wrong when my number was suddenly suspended.

After investigating with your staff, I discovered that the emails you claim to have sent were filtered to my junk folder. This was beyond my control, and I was completely unaware of any problem until my service was cut off. Even after I explained the situation and made the payment in full—including the €15 fee—you still refused to waive or refund the charge.

This is the first time I have encountered such an issue with Simyo. I have always ensured timely payments and have acted in good faith. Penalizing a loyal customer for something they neither caused nor were properly informed about is not only unreasonable—it is unfair.

I am therefore formally requesting a refund of the €15 administration fee. If this request is not honored, I will be forced to escalate this matter through official complaint channels such as the Autoriteit Consument & Markt (ACM) and ConsuWijzer, as I believe this constitutes unfair treatment.

I hope Simyo values its customers enough to correct this and restore trust.