The Netherlands Authority for Consumers & Markets (ACM) Receives Many Complaints About Telecom and Internet Providers Who Make It Unnecessarily Difficult to Cancel A Subscription. Often you can only canel by phone, which is Against the Rules. Therefore, The Regulator is Starting An Investigation.
The ACM Will Investigate How Telecom and Internet Providers Offer Information About Canceling Subscriptions. Accordance to the regulator, this information must be easy to find and in a logical place on the website.
In Addition, Telecom Companies May Not Erect Barriers to Online Cancellation. Accordance to the ACM, this also mean that providers May not Steer Towards Telephone Cancellation and Hide Information About Online Cancellation.
The Regulator Receives Many Signals That Telecom Providers are not complying with thesis rules. With most internet providers, you can take out or extend a subscription in an online environment. But Canceling your subscription via The Same System is usually not Possible.
Research from Nu.nl from October 2024 Showed that none of the fifteen internet providers investigated allowed you to cancel your subscription via the Same Online Environment.
Providers because you to call to canel
Several Providers Only Present The Option to Cancel by Telephone On Their Website. That is Against the Rules. “If people because to canel or switch, that should not be made difficult,” Emphasizes director Edwin van Houten of the ACM. “If you can take out the subscription online, you must also be able to canel it online.”
In Addition, Several Internet Providers Hide the Cancellation Information on the Website. You must first click through a Number of Times or Answer Questions Before You See the Cancellation Information. With Several Providers It Appears That You Have To Call Customer Service.
Canceling by telephone of Requires Perseverance
Canceling by Telephone Requires Considerable Perseverance with Many Providers. Depding on the time of day you call, you may have to deal with a consultable waiting time.
Once you get a customer service representative on the line, they will make an attempt to keep you as a customer. With discounts or promises that the reasons for your canellation will be resolved, call center employes try to get you to enter into a contract extension.