Dear Sir/Madam, Please allow me to write this complaint in English. It shows that easy switch does not function properly. Proximus in this case misled me. I was very proactive, phoning, going to the shop ... but still I could not achieve the cancellation of my previous contract on time, so in the end Proximus has charged me for the additional one month. I thus request Proximus to rectify this and not to charge me for internet/TV subscription from 20 January, when the cancellation was planned, to 19 February, when it was finally cancelled. Thus the last invoice of 18 February must be modified accordingly. Details: Based on the information on the test-achat webpage, I changed the Internet/phone/GSM/TV provider from Proximus to Telenet. I am very happy with the choice, as for similar price I have gained 10 times internet actual speed, WIFI coverage over the whole house (with an additional free rooter) and 24 hour free international calls from GSM and fixed lines. However, apparently something has gone wrong with easy switch and now PROXIMUS, by misleading me, has charged me for an additional month. Namely, I authorised Telenet to cancel my subscription by Proximus through easy switch. On 14 January the Telenet WIGO pack was activated and the technician who installed me the pack assured me everything is ok with the request for cancellation with PROXIMUS.On the same day I went to the Proximus shop in Waterloo to return the equipment (modem, …) yet they said that the termination is ongoing (en cour) and I need to send the equipment per post after I receive the confirmation of cancellation. I asked them to check that everything is fine with the cancellation request and they did something on the computer and said everything is ok. On 19 January I received a confirmation letter, stating that my subscription had been only modified (it seems only fixed line had been cancelled and my overall package but internet/GSM/TV had continued). I got a call from Telenet, explaining that something got wrong and I promised to send them the confirmation letter I have received (I sent them the email). I called once again Telenet to check they have well received the email and they explained that I need to turn to Proximus. I think I cancelled the subscription online after seeing the Proximus package has not been cancelled yet, but have not received any confirmation. I called also Proximus and the operator assured me the termination is still ongoing and gave me the amount of final payment for January (deduction for ceased services as of 20 January) and the deadline until when I need to pay, before they send me the cancellation confirmation. I insisted on sending me the additional invoice, so that this is formalised and the operator assured me that everything would be cancelled (including TV, internet …) and no contracts for any service will be left with Proximus! On 31 January I received two confirmations of my ceased products but only for two GSM numbers. Indeed on 21 January they sent me the invoice with 45,87 Euros in my favour, but the justification was wrong: instead of indicating it is related to the cancellation in January the invoice indicated that it related to some problems with the invoice in November 2018!On 18 February I received another invoice indicating that GSM subscription had been ceased as of 20 January, but internet/TV continued.On 19 February I phoned Proximus again and they explained that internet/TV have not been cancelled. I explained everthing, but the operator said that the final invoice of 21 January has nothing to do with the cancellation, but it related to the November invoice that I somehow disputed (which is not the case). The operator cancelled the subscription but only as of 19 February, so now I am supposed to pay for the subscription from 20 January to 19 February. I did everything in my power to cancel the subscription (authorising Telenet through easy switch, going to the shop, phoning and I think I did it also through the internet). Thus Proximus should not charge me for the internet/TV subscription as of 20 January – 19 February that of course I have never used, as I had already a subscription with TELENET.Finally, my switch to TELENET was planned and effectuated on 14 January but the termination of the contract with Proximus was planned only for 20 January. I accepted this delay and have not complained about it hoping that everything will be cancelled on 20 January. But still, it shows there are problems with easy switch.
