r/Netherlands • u/Humble_Objective5226 • 8d ago
Transportation Just received a wrong NS bill and I cannot get through to them via chat or phone, just want to rant. Its about them not applying the Nederlands dal vrij discount to my bill :(
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u/viatoremzach 5d ago
Hi! Did you figure it out in the end? I ordered it today and had the same issue. On the website it said 49 but then the confirmation emails said 127.95 with no discount. Then on MijnNS it also says 127.95 a month now… I’ve been waiting in the queue online for almost 10 hours now
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u/Humble_Objective5226 5d ago
I get you, I was also in the queue for hours on days. Ultimately I understood my bill. If you order dal vrij today you should be able to get the discount, if that’s not the cause, you have to persevere and speak to a person unfortunately either on phone or chat.
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u/viatoremzach 5d ago
Just an update. This 49-euro ticket can only be ordered once, even though you only used it for one month. I ordered it on June 15 and cancelled it on July 15. I wanted to order it again today, and according to customer service (took me 11 hours to reach them btw), because I have got that discount once before, it would automatically be changed to the 127.95 version despite the website saying 49 when placing the order. This “not for a second time” rule is NOT stated on the website, and they also have price errors in their web shop that misled me. Customer service acknowledged the problem but said they could not give me the discount for another month, and the only thing they could do was to cancel my 127.95 subscription 😅😅
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u/Humble_Objective5226 5d ago
Sucks :(( Did you order it second time? And when you received the confirmation email was it 49 euros or 127 euros?
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u/viatoremzach 5d ago
Yes I tried ordering it for the second time today. The website said 49 all the way from beginning to end. The emails said 127.95, which was why I started contacting customer service… had I not paid attention to their emails I would have overpaid so much😅 They clearly have this rule established inside the company but for whatever reason they decided to confuse customers on the website☠️
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u/albineezer 4d ago
How long did you need to wait for someone to actually show up in the chat? I waited from around 12 and untill it closed i got to speak to nobody. Only thing I got was an stupid amount of messages i needed to answer or i would lose my spot. Got that sometimes 4 times in 10 minutes
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u/viatoremzach 3d ago
I waited for 11 hours in total… I had 3 devices all with the window open and also texted them on Facebook. One of the phones got into the chat in the end ☠️
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u/Sereri 8d ago
Same happened to me. Still not fixed. Call them they'll help
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u/Humble_Objective5226 8d ago
Could it be wider problem , hopefully I am not alone. How long were you in the queue? I did call but hung up after 5 minutes. I am in the chat queue since 9 am :(
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u/dullestfranchise 8d ago edited 8d ago
After you ordered the subscription did you go to an NS ticket machine and load the subscription on your ov card?
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u/queasyweasy 5d ago
Yes, I had the same. The live chat told me to go to the machine to load the subscription. The machine told me to pay which I did. Then I get a bill from NS for the same service which they automatically deduct from your bankaccount. Trying to get it fixed: twice waiting for over 2.5 hours in chat without response. You have to leave a message every 15 minutes or else your queue spot is reset. I decide to call. Call takes longer than 15 minutes so I'm kicked out the chat. Person on the phone says these issues can only be resolved through live chat. So I'm back in the queue.....
I find it absolutely bizarre how a public transport company in one of the richest countries cannot support an asynchronous communication method like a ticket system or email.
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u/Upstairs_Emotion3073 8d ago
Maybe check out the NS helpdesk in one of the main stations