Subject of my complaint :
Without any lawful or contractual justification, Carrefour Mobile have;
1. Unilaterally removed all of my available call credit on 07.10.2025. (pls see attached Document #2).
2. Deleted all of my valid, active “RELAXXX” bundles (pls see attached Document #3). These bundles were duly purchased conforming to the rules and conditions of Carrefour Mobile at the time of purchase. Each and every one of these purchases have been approved and validated by Carrefour Mobile via confirmation SMS. Also, these RELAXXX Bundles were active and running without any problem for months until their unjustified deletion sometime in October 2025.
I realize that they changed the rule governing the "RELAXXX Bundles" in late September 2025. But it is not relevant to my situation and of course it can't be used as a pretext retroactively.
3. Deactivated my SIM card, without any justification, on multiple occasions causing considerable inconvenience.
On this issue I have, several times, approached the telecommunications company in question. The email chain is attached (Document #1).
History of events and response of the telecommunications company are as follows :
- Upon realizing a problem with my call credit, I sent an email to info@carrefourmobile-contact.be, requesting a resolution, on 9 October 2025.
- On 10 October 2025: They sent me an email stating that “adjustments” are made to my account balance because of "fraud or presumed fraud". Their act is completely unjustified and disgraceful.
- On 14 October 2025: I sent a complaint email objecting their unfounded decision. There has been no response!
- Then; on 28 October 2025: I sent a follow-up complaint.
- Today’s date: Still no response or resolution offered by the company. Carrefour Mobile is not abiding by their own "General Conditions" (Document #4).
My fair demand from the company :
I respectfully request Carrefour Mobile Belgium to:
1- Reimburse all call credit wrongfully deducted from my account.
2- Reinstate all the valid RELAXXX bundles removed.
3- Provide me with a written apology for their unfounded accusation of fraud, and service disruption.
Attached documents:
Document 1-email chain-CF Mobile - Mustafa Gunduz
Document 2-Removal of CF Mobile Credit-Mustafa Gunduz
Document 3 Deleted CF Mobile RELAXXX Bundles-Mustafa Gunduz
Document 4-Carrefour Mobile-General conditions
