Simyo Aansluiting formal complaint

Dear Simyo Complaints Team,

I am resending my formal complaint, which I originally submitted last week OCt 28th by replying to a previous email, as I have not received any confirmation that it was received or registered.

Please confirm receipt of this complaint and provide me with a complaint reference number. I would also appreciate confirmation that it has been forwarded to the appropriate team for a substantive review.

For convenience, I have included my full complaint below.

1. October 2026 – Disputed additional internet charges

My October invoice currently amounts to €92.70, including €177.41 in out-of-bundle internet charges, of which Simyo has offered to compensate €96.21.

I am requesting that the remaining €81.20 also be cancelled and that the full €177.41 in additional internet charges be reversed.

I have always understood that my plan included at least 20 GB of data per month, and my previous monthly usage was consistently around or above 20 GB. I was not aware that my allowance had been reduced to 12 GB.

I acknowledge that notifications were sent, but they were in Dutch, which I do not understand well enough to identify the reason for such a significant change. More importantly, when I later reviewed the messages, I could not find a clear explanation of why my allowance had been reduced or what had caused this change.

I understand that I may have missed the notifications. However, I believe that a change with such significant financial consequences should have been clearly explained to the customer.

I was in the Netherlands, using my mobile service in my own country. The additional charges of €177.41 accumulated over just two days. I find it completely unreasonable that approximately 1,232 MB of additional data could result in such a high charge, particularly when I had previously been accustomed to having more than 20 GB included in my plan.

I also activated the 3,000 MB anniversary gift, which Simyo advertises as a free data bonus available until the end of the month. However, this bonus was not taken into account when reviewing my October usage.

I was subsequently given additional data allowances totalling approximately 12 GB, but these are only available for the remaining few days of October. This does not resolve the issue or compensate me for the disputed charges.

I do not believe that the anniversary bonus should be excluded from the review of my October usage when it was activated during the same month and was valid until the end of October. I have not found any terms stating that this bonus cannot be used to cover data usage in these circumstances.

I therefore request that Simyo reconsider the entire October charge and cancel the remaining €88.71. I do not consider the 50% compensation offered to be a fair or satisfactory resolution.

2. Disputed international roaming charges

I also formally dispute the additional internet charges incurred during my trips abroad.

During my trips to Albania, Georgia and Montenegro, I used a separate travel eSIM for mobile data. I am familiar with how to configure and use travel eSIMs, and I had mobile data roaming disabled on my Simyo SIM.

Despite this, Simyo charged me for internet usage on its SIM.

The disputed amounts include:

• Albania – €60.55 for approximately 12.4 MB, recorded on 9 March 2026.

• Montenegro – €19.20 for approximately 39 MB, for which Simyo has indicated that a refund will be issued.

• Georgia – €0.33, despite my use of a travel eSIM during the trip.

I appreciate that Simyo has agreed to refund the €19.20 for Montenegro. However, I request that all the other disputed roaming charges also be reviewed and refunded.

I do not understand how Simyo could record and charge for mobile data usage when I was using a separate travel eSIM for mobile data, the roaming and mobile data was disabled on my Simyo SIM.

What is the purpose of using a travel eSIM if my Simyo SIM can still generate substantial internet charges despite these settings?

I am particularly concerned about the €60.55 charge for only 12.4 MB in Albania. This is an extremely high amount for such a small volume of data, especially when I was using a separate eSIM for internet access.

I request that Simyo conduct a proper technical investigation into how these charges were generated and attributed to my Simyo SIM, and that all disputed roaming charges be refunded.

3. Previous customer service experience and loss of confidence

A few years ago, my husband experienced a similar situation with Simyo, when his account incurred more than €800 in unexpected data charges shortly before the end of the month and his SIM was blocked.

At that time, after I contacted customer service and explained the situation, Simyo cancelled the charges as a one-time exception. We only had to purchase additional data to cover the amount used, and I was satisfied with the resolution.

Unfortunately, the service I have received this time has been very different. I have been offered only a 50% reduction, despite explaining the circumstances and my long-standing customer relationship with Simyo.

This has seriously damaged my trust in the company.

I am also dissatisfied with the quality and reliability of Simyo's mobile service and coverage, including previous issues when travelling to Belgium and even when using the service within the Netherlands.

4. Requested resolution

I would like this complaint to be reviewed by a supervisor or senior complaints specialist who has the authority to reconsider the charges and approve refunds.

My requested resolution is:

1. Cancel the remaining €88.71 in October out-of-bundle charges and reverse the full €177.41.

2. Refund the €60.55 charged for internet usage in Albania.

3. Confirm and process the promised €19.20 refund for Montenegro.

4. Investigate and refund the other disputed roaming charges, including the €0.33 charged in Georgia.

5. Provide a clear written explanation of the October data allowance reduction and why the anniversary bonus was not taken into account.

6. Confirm that this complaint has been escalated for senior-level review and that the 50% compensation is not being treated as my acceptance of the disputed charges as correct or as a waiver of my right to challenge them.

I have been a loyal Simyo customer for more than 5 years, but I am extremely disappointed by the way these issues have been handled.

If Simyo wishes to retain me as a customer, I expect the company to provide a reliable service, transparent communication and fair treatment when billing issues arise.

I would prefer to resolve this matter directly with Simyo. However, I am not willing to continue paying substantial disputed charges without a satisfactory explanation and proper investigation.

I look forward to receiving a written response from the appropriate senior team and a fair resolution of my complaint.

Kind regards,

Karina Waardenburg