Mijn Klacht:

Hi,
A couple of weeks ago I called the NS Customer Service to report a problem with the Syncasso payment for the Voordeelurenabonnement and ask for help, and I only got a very rude response, no help at all.

My situation is as follows:
2016 Feb – I changed my home address, and forgot to update on NS online account
2016 June – my abonnement expired and NS letter was sent to the old address to pay for renewal, which i did not receive since i was not living there anymore
2016 July 27th – my abonnement gets cancelled, without any notification to me (no email)
2016 August – Syncasso sent me a couple of emails with request to pay the abonnement 62,60 + 40eur fine = 102,60eur
2016 August 17th – I paid full amount to Syncasso 102,60eur, expecting to have the abonnement re-activated

The issue is that the abonnement was not re-activated, so for 6 months I paid full tariff on NS train, though I have paid the abonnement in August 2016.

My request here is how can you assist to correct the situation and reimburse the money I have paid to NS 6 months ago but I have not received any product in return. NS did not comply with the contract of providing the service/product for what I, the customer, paid.

The NS Customer Service refused to make an official registration of my claim and confirm back to me how NS will correct this.This is fraud to me.
I do hope that this forum is more transparent to the NS clients and responds responsibly when such problems need to be corrected.

Appreciate your response and assistance.
Thank you.

Gewenste Oplossing:

Full re-imbursement of my money I paid, which Syncasso & NS have used for the last 6months without delivering the product I paid for.
I should ask for penalty fee as well, since they are 6 months late.