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Question

Hallo. Ik heb een keer op een datingsite van Findedates gezeten waarin ik geen optie had om geen extra service aan te nemen. Er werd wel toen ineens 25.99 van mijn rekening afgeschreven, die heb ik natuurlijk terug geboekt. Tevens heb ik gemaild en gebeld met hun customer service waarbij ze aangeven dat dit gecanceld is. Nu krijg ik van ecollect ag een rekening gepresenteerd van maar liefts 154,63 euro!! Dit ook zonder enige berichtgeving. Ik ga dit zeker niet betalen en wil er van af!!

Novalnet AG · Accepted Answer

Dear Mo Ossaily,

We understand your annoyance with the debt collection process, but we want to notify you that you had subscribed for subscriptions with an online service for which we process payments and you have not paid the entire dues for which you have subscribed for.

As per the current status you have cancelled the subscriptions but you have not yet paid the 1 pending debit which came back as return debit. That is the reason you have received notices from the collection agency (eCollect). If you pay the collection agency that pending debit (caused through the return debit) then your cases with collection agency will be closed. 

We attached the TID for your verification: (14598000003518892). You can always visit our online support portal https://card.novalnet.de and enter your transaction ID (TID with 17 digits, which you can find on your account statement) and the email address (which you used for your online registration/purchase). Here you will now see all the details about the transaction including information about the company/website for which your account was charged. You can then contact the company/website operator to resolve any complaints about the debits or cancel your subscription.

Please note that in future you should always contact the website provider (from whom the order was placed) to cancel your subscription or at least you should inform us at Novalnet (on payment@novalnet.de or contact us via telephone during our working hours at 49 89 923 068 329) if you face any problems with the website provider, so that we can take necessary actions. We're glad to help you anytime.

Novalnet AG is a German payment institution that is regulated and monitored by the Federal Financial Supervisory Authority (BaFin). The payment transactions are carried out on behalf of contractual partners. 

We hope that we could be of help to you and that we have been able to resolve any misunderstandings.

Your Novalnet Team
payment@novalnet.de

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