EXAMPLES OF COMPLAINTS HANDLED BY THE MEDIATION SERVICE
REAL-LIFE EXAMPLES
These examples give you an idea of some interventions by the Mediation Service.
Change of operator
Mr van T. lodged a complaint with our service regarding double billing following a change of operator. Mr van T. switched from one operator to another on 14 January, but the former operator continued to bill him until 21 February.
When questioned by the mediation service, the new operator admitted that the Easy Switch procedure, designed to facilitate operator changes, had failed and that the former operator had not been notified of the change. The new operator offered to cover the amounts claimed by old operator.
The former operator noted that a cancellation request made directly by Mr van T. had been received on 30 January and issued a credit note covering the period from 30 January to 21 February.
The double billing was thus cancelled by the credits from both operators, which satisfied Mr van T.
Fibre connection
Ms L. was notified by her operator that her internet services would soon be cut off following the deactivation of the copper network in favour of fibre technology. Ms L. had been wanting to connect her dental practice to fibre for months, but her operator was unable to do so despite numerous exchanges. Ms L. contacted us to avoid being left without service.
Following discussions between Ms L., her operator and her mediation case manager, a technical solution was found to install fibre without damaging the building. Technicians visited the site several times at no cost to analyse the situation and proceed with the connection.
In less than two months, the connection that had been unsuccessful for a year was completed.
Mobile data consumption
Mr P. contacted the mediation service because his mobile phone bill included a €59.99 surcharge for data consumption outside the European Union.
Mr P. explained that he had requested a restriction on data consumption while roaming months ago. Therefore, no consumption should have taken place.
His operator confirmed this request and consequently cancelled the overcharged amounts.
Malicious calls
Mrs G. sent us a form requesting identification of malicious calls. Having recently been burgled, Mrs G. is concerned about these calls, which last a few seconds and during which no one speaks.
Her complaint manager at the mediation service provides her operator with a list of the dates and times of the calls so that the operator can search its system.
A number is identified, but it turns out to be a heating company, probably engaged in telemarketing. We communicate this result to Mrs G.
