I am writing to file a formal complaint regarding a recent unjust charge on my account. I am subscribed to Simpel’s €9.50/month plan, which includes 10,000 MB (10 GB) of data. On July 8 at 13:03, I received an SMS notification from Simpel stating that I had used 100% of my data allowance for the month. Immediately after receiving this notification, I purchased an additional 500 MB data package, and I received confirmation at 13:36 that the extra data was active on my account.
Despite this, I was shocked to discover on July 9 that I was charged €28.85 for 726 MB of data usage between 12:00 and 18:00 on July 8. This charge is completely unreasonable. The usage in question should have been covered by the additional 500 MB data pack that I purchased at 13:36 on July 8. Moreover, I have subscribed to Simpel’s data usage alert service, which should have prevented any unexpected overage. I find it unacceptable that I was billed extra despite following the proper procedure and purchasing more data when alerted.
Furthermore, this is not the first time I have been overcharged for data. In May, I was similarly billed an extra €19.97 for data usage, even though I had not knowingly exceeded my plan or ignored any warnings. The data usage reported on the Simpel app in both incidents appears exaggerated and incorrect. I am extremely concerned that these repeated discrepancies point to a serious error or irregularity in how my data usage is being recorded and billed.
In light of the above, I demand an immediate full refund of the €28.85 charge applied on July 8. I also request a detailed explanation of why this charge was applied despite my purchase of additional data and my subscription to the alert service. Furthermore, I expect a formal written apology for the inconvenience and stress this has caused. Please provide written confirmation that the refund has been processed and that my account has been corrected accordingly.
If this matter is not resolved promptly and to my satisfaction, I will have no choice but to escalate the issue to the Dutch consumer association. I would prefer to resolve this amicably with Simpel, but I will not hesitate to seek external assistance if necessary.
I look forward to your swift and satisfactory response.
Beste antwoord door Sevn
Dear Simpel Customer Service Team,
I am writing to file a formal complaint regarding a recent unjust charge on my account. I am subscribed to Simpel’s €9.50/month plan, which includes 10,000 MB (10 GB) of data. On July 8 at 13:03, I received an SMS notification from Simpel stating that I had used 100% of my data allowance for the month. Immediately after receiving this notification, I purchased an additional 500 MB data package, and I received confirmation at 13:36 that the extra data was active on my account.
Despite this, I was shocked to discover on July 9 that I was charged €28.85 for 726 MB of data usage between 12:00 and 18:00 on July 8. This charge is completely unreasonable. The usage in question should have been covered by the additional 500 MB data pack that I purchased at 13:36 on July 8. Moreover, I have subscribed to Simpel’s data usage alert service, which should have prevented any unexpected overage. I find it unacceptable that I was billed extra despite following the proper procedure and purchasing more data when alerted.
Furthermore, this is not the first time I have been overcharged for data. In May, I was similarly billed an extra €19.97 for data usage, even though I had not knowingly exceeded my plan or ignored any warnings. The data usage reported on the Simpel app in both incidents appears exaggerated and incorrect. I am extremely concerned that these repeated discrepancies point to a serious error or irregularity in how my data usage is being recorded and billed.
In light of the above, I demand an immediate full refund of the €28.85 charge applied on July 8. I also request a detailed explanation of why this charge was applied despite my purchase of additional data and my subscription to the alert service. Furthermore, I expect a formal written apology for the inconvenience and stress this has caused. Please provide written confirmation that the refund has been processed and that my account has been corrected accordingly.
If this matter is not resolved promptly and to my satisfaction, I will have no choice but to escalate the issue to the Dutch consumer association. I would prefer to resolve this amicably with Simpel, but I will not hesitate to seek external assistance if necessary.
I look forward to your swift and satisfactory response.
Dear @Ezio Tong,
Thank you for your message and for sharing your concerns. I understand it can be very frustrating to see unexpected extra charges for data usage.
In general extra costs can occur when the included bundle is fully used and data is still consumed before a new bundle or limit is active. We always send warnings so you can act in time and we advise checking your usage regularly in Mijn Simpel or the app to stay within your bundle.
If you have any doubts about your charges or want us to look at this more closely you are of course welcome to get in touch so we can check it together.
Thank you for taking the time to share your experience, and we’re truly sorry to hear about the unexpected charges and the frustration this has caused you. We understand how concerning it must be to feel that you followed all the right steps and still ended up with extra costs.
Since we don’t have access to personal account information here on the Community, we’re unfortunately unable to look into the details of your situation from this platform. We strongly recommend sending us a private message or contacting our customer service team directly so we can investigate this for you.
You can reach us through the following channels:
📞 Phone: 088-1005757 💬 WhatsApp: +31 6 1843 1095 📝 Contact form: simpel.nl/contactformulier 📱 Social media: Facebook or X (formerly Twitter)
When you contact us, please include your mobile number, full name, date of birth, and your postal code + house number so we can assist you more efficiently.
We hope to resolve this for you as quickly and smoothly as possible. Thank you again for bringing this to our attention.
Thanks for sharing your experience too. We really appreciate it when customers help each other stay informed here on the Community. We’re sorry to hear you’re still waiting for a reply; that’s definitely not how it should go.
In general, you should always get a response when you fill in the contact form, but depending on how busy it is, it can sometimes take a bit longer than expected. If you haven’t heard back yet, we recommend trying our other channels too (like WhatsApp or by phone) to get quicker help.
Hopefully, you’ll both have this sorted soon. Thanks again for sharing and for your patience! 🌟
If you haven’t heard back yet, we recommend trying our other channels too (like WhatsApp or by phone) to get quicker help.
As you may understand, I already had contact via telephone calls. I do not use any social media and I do think they should not be necessary to get in touch with a company. So this leaves me with the probability that nothing will get solved, as each telephone call turns out the same and no response is what you get from filling (another) contact form.
We really do understand how frustrating it is when you feel you’re going in circles and still don’t have a clear solution. That’s definitely not what we want for you.
If you’d like, you can send me a private message here on the Community with a short summary of your situation, your mobile number, full name, date of birth, and postcode + house number. I’ll make sure to personally check what’s going on and see what I can do to help get this sorted for you.
Thanks again for your patience and for sharing this here. I’m here to help! 🌟
I am writing to file a formal complaint regarding a recent unjust charge on my account. I am subscribed to Simpel’s €9.50/month plan, which includes 10,000 MB (10 GB) of data. On July 8 at 13:03, I received an SMS notification from Simpel stating that I had used 100% of my data allowance for the month. Immediately after receiving this notification, I purchased an additional 500 MB data package, and I received confirmation at 13:36 that the extra data was active on my account.
Despite this, I was shocked to discover on July 9 that I was charged €28.85 for 726 MB of data usage between 12:00 and 18:00 on July 8. This charge is completely unreasonable. The usage in question should have been covered by the additional 500 MB data pack that I purchased at 13:36 on July 8. Moreover, I have subscribed to Simpel’s data usage alert service, which should have prevented any unexpected overage. I find it unacceptable that I was billed extra despite following the proper procedure and purchasing more data when alerted.
Furthermore, this is not the first time I have been overcharged for data. In May, I was similarly billed an extra €19.97 for data usage, even though I had not knowingly exceeded my plan or ignored any warnings. The data usage reported on the Simpel app in both incidents appears exaggerated and incorrect. I am extremely concerned that these repeated discrepancies point to a serious error or irregularity in how my data usage is being recorded and billed.
In light of the above, I demand an immediate full refund of the €28.85 charge applied on July 8. I also request a detailed explanation of why this charge was applied despite my purchase of additional data and my subscription to the alert service. Furthermore, I expect a formal written apology for the inconvenience and stress this has caused. Please provide written confirmation that the refund has been processed and that my account has been corrected accordingly.
If this matter is not resolved promptly and to my satisfaction, I will have no choice but to escalate the issue to the Dutch consumer association. I would prefer to resolve this amicably with Simpel, but I will not hesitate to seek external assistance if necessary.
I look forward to your swift and satisfactory response.
Dear @Ezio Tong,
Thank you for your message and for sharing your concerns. I understand it can be very frustrating to see unexpected extra charges for data usage.
In general extra costs can occur when the included bundle is fully used and data is still consumed before a new bundle or limit is active. We always send warnings so you can act in time and we advise checking your usage regularly in Mijn Simpel or the app to stay within your bundle.
If you have any doubts about your charges or want us to look at this more closely you are of course welcome to get in touch so we can check it together.
Totally understandable. A private message is usually meant to check things that involve personal or account details, which can’t be shared publicly. Sometimes, even after checking, it turns out there’s nothing more that can be done and that can definitely be frustrating.
Hopefully, others in the community can share their experiences or tips. Sometimes that can still lead to a useful workaround! 💬
We understand your concern. It’s completely fair to wonder why different customers might receive different outcomes.
Please know that every situation is reviewed individually, and outcomes can vary depending on several factors, such as the specific subscription, usage history, timing of the data usage, and any previous adjustments already made. Not all customers have the same type of plan or data bundle, so the solutions offered may differ accordingly.
We aim to handle each case as fairly and transparently as possible, even though that doesn’t always mean the result feels equal for everyone. Hopefully, this helps to clarify things a bit.
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