Well, here's the story. In December I decided to move TV/Internet and one GSM to Orange as, well, saving €30 per month is saving €30 per month. I went to the Proximus store to say this, to give Proximus the chance to contact me and to see if they could do anything to save me money and therefore keep me as a client, fair is fair after all as I didn't have any major problems with the service.



Of course, NOBODY from Proximus contacted me and that made the decision as, well, if that's what you think of your customers you can do one.



So the process was started on December the 18th, completed 18th January, and the representative in the Proximus store was told EVERYTHING, apart from the GSM+phone subscription was to be stopped. That, obviously, includes the fixed line. He says "OK", starts hitting away at the keyboard, tells me nothing more, so I think that's all sorted out and in order.



Orange stuff installed, one gsm transferred, and then I realise that, thanks to being disabled, I get sociaal tarief so wished to see which provider I would make the most saving from. That's when I found out that my fixed line was still active, which did not amuse me at all, and this was said VERY clearly online to the so-called customer services. It means that Proximus was going to lose the second GSM subscription, which I was going to keep going so my account was active should I not be happy with Orange, but that decision was made instantly.



Then I get the bill for February, and I see I'm still being billed for the transferred GSM number, something that Proximus sent me paperwork confirming that the transfer was started on 18/12, so I'm now paying TWICE for the same phone number. On top of that, I'm being billed €25 for a fixed line that was supposed to be disconnected yet is STILL active, meaning I'm being billed €56 for, effectively, ONE gsm subscription.



Does anyone here think that is right or acceptable? Being made to continue paying for a cellphone subscription which was transferred weeks earlier and where notification, accepted by Proximus, was given well over a month earlier? Does anyone think it's acceptable to be billed a ridiculous sum of money for a fixed line that was supposed to be disconnected as per the instructions given, in Dutch and not English, to the representative in the Proximus store, someone who said NOTHING about anything such as "you have to use the online form to cancel this"? Is this your business practices, Proximus, effectively stealing money from a disabled couple by charging them for services they either do not have or made clear they do not want?



I contacted the so-called customer services via social media after seeing that bill, 23 hours later there is STILL no reply explaining why this is happening. That infuriates me even more as it shows you definitely do not give a damn about your customers.



Suffice to say the decision is well and truly made. Today the subscription with remaining gsm gets transferred to Orange. The direct debit mandate is to be cancelled unless someone explains why I am paying for something I do not have and a scandalous price for something that was supposed to be disconnected and I'll happily see someone in court to explain non-payment. This is disgraceful, and could have been avoided had your representatives done their job and ensured all was in order, as that was the reason I went to the Proximus store to state that I wanted "X", "Y" and "Z", to ensure everything was done properly and with nobody saying "don't forget to do this" then it's natural to assume that all was sorted out as per my wishes.



You're going to have to have a damn good reason to get any business from me in the future, for I would rather suffer the shambles that is Telenet rather than put one cent into your services again, but I would like someone to at least explain why this absolute omnishambles has arisen as your so-called customer services have been as useful as a chocolate teapot, and that is, like your ridiculous billing for a period where I do not have your product, unacceptable by even the loosest definition of the term.