Mijn Klacht:

Dear authorized,
Some time ago, I have asked for a Ben membership withholding my current number.  However, I did not receive an activation on time (around August 2021). I have then made a contact with your customer service via Ben Chat. I was ‘so called’ helped by a person called Fatima and I was told that I did not have any membership, I was told that I had to make a new membership. After this (around August again) I started a new membership with Ben, again withholding my number.
Later on, I have received a bill for the first membership I have made. However, I was told that I did not have any memberships. This was a surprise of course. I then had to call your customer service to cancel this membership. I received the cancellation but I learned that I have to pay a cancellation fee. My question is : Why do I have to pay a cancellation fee for a service I never used and I was misinformed by your Chat help?
I just made a phone contact with your customer service (24-2-2022, 08:33) (someone called Claudia). This was disappointing because I was told that I should better pay this fee not to pay a full 2 years fee. Instead of trying to listen and help I was told the same thing. When I asked how to solve this, this person even told me that It is solved. Then I asked if I could talk with someone else, then I was told that There is no one else . Then I had to ask for her name to have
Do you have a vision of solving things with your customers by misinforming them?
Do you then not listen to your customers and tell the problem is solved by your side?
After all these, I decide to cancel my other membership that I was still holding and waiting to get on March.
I am totally disappointed by the way your customer service handles this. I will file a complaint. So please tell me the way to do it because the link on your website does not work. I ask for an email or address for filing my complaint.

Gewenste Oplossing:

Take the cancellation fees back