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Question

Op 28 september zijn er 2 betalingen afgeschreven voor een dienst waar ik niet om gevraagt heb. Het ging om 52,24 in het totaal. Deze afschrijvingen heb ik 29 september gestorneerd. Op 30 oktober kreeg ik een mailtje van ecollect(een incassoburo) dat ik 310 euro moet betalen. Ik heb geen herinnering of aanmaning ontvangen van Novalnet. Na een eerdere klacht via jullie hebben ze de automatische incasso wel stil gezet met de mededeling via jullie dat ik 6 betalingen terug gehaalt zou hebben en dat ikdaarvoor 310 euro zou moeten betalen. Met vragen zou ik ze moeten mailen. Dit heb...

Novalnet AG · Accepted Answer

Dear Arno Van der Klij,

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.

To inform you about the debits taken place, we have already sent you a detailed email about the debits/subscriptions. 

In addition, we have forwarded your cancellation request to our contractual partner with whom you have signed up for the subscription, because you have not cancelled the subscriptions which you have signed up for.

However, you have made 2 return debits and not subscription cancellation. That is the reason you have received notices from the collection agency (eCollect). If you pay the collection agency those dues then your cases with collection will be closed. The transaction details of the pending dues are TID 14633900002501704, 14633900002502787. 

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.

Also, 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.

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 your queries.

Your Novalnet Team

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