Unfortunately - but not surprisingly- there is no email available.
Dear sir or madam,
I am writing to you to follow up the conversation I had, in a more formal way, with an employee at the complaints' department.
My story ,in short, is that I wanted to make a home internet & TV contract plus mobile contract with device.
I spoke on the phone with two employees that confirmed that even though I do not have a dutch passport I was able to do both contracts.
Given this condition I made first the home contract (that was the decision of the employee...) and then during the process of making the mobile contract
I was told that the "system" does not support this process and I should visit the nearest store so that they see my passport.
The nearest store is in Zwolle and I live in Enschede. I asked the employee, 2 or 3 times, to confirm that If I travel to Zwolle I was going to be able to make the contract.
He reassured me that with my passport and dutch bank account there would be no problem. Phone calls are recorded, so please check if there are any doubts.
Next, I travelled to Zwolle, entered the store, and told the story to the employee. He said that this is not possible and that both previous employees made a mistake.
I asked why is not possible and he said that "foreigners may make the contract, take the device, and leave the country". For me this is not an argument, but an insult.
Everybody in the globe apart from the Dutch citizens is likely to cheat? There are mechanisms to ensure the credibility of an individual to make a contract.
Tele2 has the resources to employ these mechanisms instead of insulting people/nations. Therefore, I simply perceive this argument as a discrimination policy.
If this is your opinion/policy, then you should clearly state it in your web-page because there are apparently many hidden steps until you realize as a customer what you are able to do and what not.
On Monday I canceled my contract and requested a compensation. The employee told me that there is no compensation because employees are humans and humans make mistakes.
(2 employees in two different days...! with an online system in which they can check the requirements on the spot...!)
My respond to this unprofessional argument is that if I break a vase on a friend's house I would offer to replace it; unless he/she says that it is fine.
It is very surprising that a company supposed to offer "services" is not at least polite!
To conclude, I need a formal response as to why you do not allow contracts with devices to EU citizens or to a person of any nationality who works and lives in the country?
Second, I repeat my request for a compensation. This includes:
1. The time I spent to travel to Enschede and back- approximately 4 hours
2. The train ticket in both directions
3. The money I spent on my pre-paid card on Saturday and Monday trying to cancel my contract - approximately 52 minutes !!!
I am looking forward to your response.
With kind regards
Beste antwoord door rania
Therefore I am giving the response here in Part 2. To read the full story please check:
Based on the information I got there, I tried to make a mobile contract with device on the re-seller:
When I chose to buy a mobile that was around 1000 euros, I got a message that I cannot proceed because I do not have a Dutch passport. ...!!!!
When I chose to buy a mobile that was around 250 euros, I was able to proceed with the process. However, after you place the order they will ask you to complete a identification list such as uploading a photo-covered passport and pay a small fee with your bank account. I did these steps as well. Then, they notified me that I have to send them proof of my account being at least 6 months old. Note that this information is nowhere stated on the website as you proceed with the process! This means additional personal information. I called them and said that my account is 1 month old and they told me that they have to cancel the order.
Again Tele 2 does not inform potential customers over their policies and requirements.
Recommendations to avoid future troubles.
1. If you are Dutch, then there is no problem, no personal data are collected either.
2. If you are not Dutch, you can make a mobile contract with device if:
- the phone is less than 255 euros
- you have an account that is at least 6 months old
- and you provide them with a lots of personal information.
3. If you are not Dutch, and you want to make a mobile contract with device of a phone that is more expensive, you simply cannot do it.
If you think to buy the phone by installments in Media Markt, let me tell you is not so easy either. But this is another story.
The conclusions are yours,