Mijn Klacht:

I am sorry for writing this in English, but, unfortunately, my Dutch is not good enough yet to explain this complicated situation.
I have few points I want to complain about. All of them have lead to current situation.
1. On 14-02-2015 I have noticed, that NS Reizigers was going to take money from my bank account. I have checked my account on www.ns.nl, where I have found two invoices for riding on a route Deventer-Arnhem in January. Although I had two Traject Vrij abonnements for that period (Deventer-Arnhem and Arnhem-Westervoort), thus riding on these routes was already paid. The reason for having two abonnements is explained further (see point 4). When I was checking in and out, my OV-Chipkaart was showing “Traject Vrij” and no costs.
2. As you see from point 1, I have already paid for abonnement from Deventer to Arnhem. Thus on 14-02-2015 I have called customer service. I have explained my problem and then had to wait on the line for whole 15 minutes. Then I was told that this situation will be given further to the Financial Department and they will refund me some of the money, or I would not need to pay, but he could not say for sure how much and what exactly will happen. I was suggested to wait till Financial Department contacts me. So I was waiting for response from Financial Department and instead I got an e-mail from Mr. Rob Sluijsmans that I have to pay till 24-02-2015, otherwise extra-costs will be charged. So not only I did not get an answer on how to handle the situation, it seems, Financial Department ddid not even know, that there was some kind of mistake in NS system.
3. On 18-02-2015 I have e-mailed Rob Sluijsmans and explained the situation. I have also asked him to contact me, so we could find a solution for this problem. I also called customer service for the second time (on 21-02-2015) and was reassured, that the situation will be given to the Financial department. I was also told, that I do not need to pay till Financial department looks it up. Today (25-02-2015) I got another reminder to pay, so it seems, that Mr. Sluijsmans did not get nor my explanation, nor information from customer service. Unfortunately, I have no idea how else I can contact him.
4. Also, during the conversation with Customer Service on 14-02-2015 I was told, that theoretically I should not even be able to have two abonnements on one OV-Chipkaart (but I did). Although, when I could not buy a Traject Vrij from Deventer to Westervoort through Arnhem (central station), my friend called to NS Customer service (on 02-01-2015) and they suggested buying two abonnements, which I did. Thus even NS Customer service is not informed, that it is not possible to have two abonnements and some kind of errors can appear in the system.
5. As I have mentioned before, it is not possible to buy a Traject Vrij abonnement from Deventer to Westervoort through station Arnhem. It is possible to buy one only through Arnhem Velperoort, although Intercity from Deventer does not stop there, so changing trains in Arnhem Velperpoort is not possible.

Gewenste Oplossing:

I would be satisfied if I would have to pay for my trips on the route Deventer-Arnhem just once.