Cancelled Order payback not on time

Je geld komt heus wel terug, maar als toestellen met de koerier mee teruggaan zullen ze eerst teruggeboekt worden in de voorraad. Dan gaat de terugbetaling van de aanbetaling in gang gezet worden.  Heb je trouwens een Nederlands ID bewijs gebruikt? Want alleen dan kun je rechtstreeks bij Tele2 bestellen. Alle andere buitenlandse ID's gaan alleen via retail partners. 

The website is in het Nederlands. What did jij use voor ID?

Moreover, can I receive an answer to the following question?!?!?!??!

• Why I as a customer with cancelled order, I can't receive a legal confirmation email that my money for the phone will be returned back ?! As I received only an automatic letter with text:  This is an automatic service email, to which you cannot respond directly.  (Customer service didn't want to help me...)

Thank you Eric, I was sure it is a representant of TELE2.

Unfortunately, I didn't found an email address where I can write this, but via phone customer service can't help me with anything… Thus, I was super scared that TELE2 will not gonna return me money…

Thank you for your explanation and time. I still don't get why they allow you to choose EU id when it is not possible to buy a phone using it, but anyway. 

Do you know maybe if they have a complain email where I can send my complaint? Thank you in advance! 

Dear @Cas van Tele2,

Thank you a lot for your message. I have sent to all relevant information about my partner and my order in the private message to you.

Thank you in advance for your help! 

Can somebody from this company help us with anything???

My partner order is still not cancelled, however already 4 days gone from the moment AMP cancelled delivery…. 

I still don't have money and confirmation that they will be returned… 

WE WANT OUR MONEY BACK!

@simnlru When you will lose 590 EUR, I will also tell you just chill… Moreover, I have customers rights which were not respected. Thus, I have all right to claim that something not legal is going on.

Thank you for your very useful comment. 

@eric by phone no one want to help me as they can do nothing. Thus - I try to write it here. As the company doesn't have an official email address for this purposes…

Hello Cristian,

I sorted it out for you.

From the moment the order is canceled at AMP, it can take up to 5 working days before it is also canceled with us. You will receive a confirmation email. I see that the order has been cancelled in the system at AMP.

I promise you that we will refund the money!

Dear TELE2 & @Cas van Tele2 , 

There are more than 5 working days (they tried to deliver at 15.12) passed from the moment the order of my partner has been cancelled by the delivery company. 

• We have NO confirmation of cancellation email;
• Customer service doesn't want to do anything - we called x3 times. 

According to the DIRECTIVE 2011/83/EU OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 25 October 2011 (Which is also singed by the NL) specifically: 

Article 9.B - Right of withdrawal

1Save where the exceptions provided for in Article 16 apply, the consumer shall have a period of 14 days to withdraw from a distance or off-premises contract, without giving any reason, and without incurring any costs other than those provided for in Article 13(2) and Article 14.

• (b) in the case of sales contracts, the day on which the consumer or a third party other than the carrier and indicated by the consumer acquires physical possession of the goods.

We have all the rights to cancel our order without waiting so some strange things which you are doing there. 

Moreover according to the following articles: 

Article 12 - Effects of withdrawal

The exercise of the right of withdrawal shall terminate the obligations of the parties:

(a) to perform the distance or off-premises contract; or

(b) to conclude the distance or off-premises contract, in cases where an offer was made by the consumer.

Article 13

Obligations of the trader in the event of withdrawal

1. The trader shall reimburse all payments received from the consumer, including, if applicable, the costs of delivery without undue delay and in any event not later than 14 days from the day on which he is informed of the consumer’s decision to withdraw from the contract in accordance with 

You are obligated to return me & my partner money.

If you don't allow us to cancel the order which hasn't been delivered you breach the DIRECTIVE 2011/83/EU OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 25 October 2011 which will cause legal consequences for your company. 

And if you think that you can easily steal money from us, believe me, that this will not happen. 

You have 1 day to cancel the order of my partner and 6 more days to return my money. If this will not happen from the moment of publication, we will continue this dispute in police and court. 

(Because TELE2 doesn't have an email address where I can send my request which all breach Article 6.1.C - I am requested to send these messages here for the purpose of having information for a possible court case - you can delete it. however, I have all the screenshots) 

Best wishes. 

Dear @Cas van Tele2,

8 days gone from my last letter - nothing changed. I don’t have money and my partner order in not even cancel 

That's a pitty. 

Good news and almost within the 14 days...