Mijn Klacht:

On 8.12.2025, I paid €220.02 as instructed by their staff to reactivate my service. Despite this:

For 8 days, I was repeatedly told my payment was not visible in their system or diferent answer. I think I have made more then 14 calls to them.

On Thursday, an employee ed that they could see my payment and told me that reconnection would take 15 minutes up to a few hours. I was instructed to check my email and reset my router after receiving the ation, yet the service was not restored ly.

On Friday I recall them again becouse I dident get reconnected. The another employee claimed I owed a much higher amount, and all the previous employers they lied me.
After this conversation I feeld frustrated .

Multiple staff members provided contradictory information, giving the impression that I was misled.

On Monday 15 December, I called again, when speaking with a supervisor to clarify the status of my payments and account, my call was abruptly disconnected.
I called them again, a nice lady after another longe discussion explaining the situation says she will contact me back tomorrow. After this conversation I send it e-mail to credit management.

Today Tuesday16 December, I call them .I was told the employee who initially gave incorrect information was “held responsible,” yet I am still being told I owe €93.34 without any clear explanation from when is it(what month) and how come, because I already paid €220,02 that they requested so i would get reconnected. The payment they ask me to pay extra appeared out of nowhere and is not visivle to be seen in my Ziggo account. They send me an e-mail 20min ago about the payment.

The email was a reply to a email I have sent in 15.12.2025 to Credit menager. In the email I formally request, in writing:
– ation of the received payment
– a full breakdown of my outstanding balance
– clarification of why the Preventel registration was initiated after payment
– ation of removal from Preventel and reconnection once the correct balance is settled
I formally request, in writing:
– ation of the received payment
– a full breakdown of my outstanding balance
– clarification of why the Preventel registration was initiated after payment
– ation of removal from Preventel and reconnection once the correct balance is settled.

They replied with this: Good afternoon,

We have received your payment of € 220,02. You only have the invoice of November outstanding at this moment. This is € 98,34. After you have paid this, the Preventel registration will be removed automatically.

Kind regards,

How could i receive an invoice for November, when i paid in December for everything they asked for.

This situation caused me significant stress, inconvenience, and financial uncertainty. The errors, contradictory information, and service blockage are entirely the responsibility of Ziggo. I have fulfilled all my obligations correctly and on time.

Gewenste Oplossing:

Nothing would satisfy me. I already made a report to AMC and Kassa.