Onterechte incasso van Joyclub

Question

Ik heb een incasso ontvangen vanuit Joyclub, maar ik heb nooit een dienst bij hen afgesloten. Ik heb geprobeerd contact op te nemen met zowel Novalnet AG als Joyclub, maar ontvang geen reacties. Deze situatie is voor mij erg vervelend en ik wil duidelijk maken dat deze incasso onterecht is.

Novalnet AG · Accepted Answer

Dear Jean-Paul Rijfers,

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 due for which you have subscribed for.

To inform you about the debit taken place, we have already sent you a detailed email about the debit/subscription. 

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 not paid for the 1 pending debit which was due before the cancellation of the subscription. That is the reason you have received notices from the collection agency (eCollect). If you pay the collection agency that due then your case with collection will be closed. The transaction details of the pending due is TID 15236300070026436.

We have checked our system for the email address you provided (jprijfers@live.nl), but unfortunately, we found no emails from you. However, our records show only one direct debit on 11.09.2025 (TID 15236300070026436 -14.90 EUR). Soon after, you initiated a return debit on 19.09.2025, which remains open. This is why you are now under collection process.

Please note that we have no record of any debits for 500 EUR. You may have signed up for another subscription processed by a different payment provider—please check this on your side.

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. Please give your 10-star rating if you are satisfied with our support.

Your Novalnet Team

Klacht: Onterechte incasso van Joyclub

Mijn Klacht:

Gewenste Oplossing:

Novalnet AG

Geboden Oplossing:

klager1f92dc4b

Klacht: Onterechte incasso van Joyclub

Mijn Klacht:

Gewenste Oplossing:

Geboden Oplossing:

Veelvoorkomende problemen met Novalnet AG

Andere klachten over Novalnet AG

Vergelijkbare klachten in Betalingsdiensten