Still receiving invoices after cancelling subscription

Odido customer service tells me that I am not the only customer with this issue, but they, the customer service, have no clue why is this happening. I was told that I will be contacted in ‘a few weeks’ by ‘a specialist’.
Any KPN specialists here?

Thank you Thomas for the response.

Since I saw this morning on my banking app that a new payment for KPN is scheduled for tomorrow I decided to continue this thread.

Just for good measure, I took time to pull out the modem I still have from KPN (XS4ALL supplied it few years back) and try to connect to KPN since it is configured to dial KPN unlike Zyxel modem from Odido which is configured to dial Odido for WAN access.

And just like I had experienced on January 19th, KPN refuses the dial attempt while Odido on Zyxel dials successfully and receives a connection.

If I visit whoismyisp dot org website it recognizes Odido Netherlands BV as my internet service provider.

This issue is not an issue from Networking Administration point, it’s an issue from Customer Relationship Management/Invoicing point.

To say that Odido connection has not been activated yet and that I am somehow on KPN connection with my Odido modem would imply that KPN is still billing me for the internet traffic provided.

As I said in my original post, simple facts point out that KPN connection was terminated on Jan 19th and at least since then my ISP is Odido.

Based on these and information I gathered from Odido this is what happened:

I had chosen the option that Odido informs KPN of ISP switch (ISPs consider that smooth client transition experience) and Odido, from Customer Relationship Management point, has a few steps in their CRM software that  a new client takes: ‘In behandeling’, ‘Installatie datum bekend’ and so on.
One of those important steps is that a technician comes over, installs the modem and upon completing their work progresses the CRM step to the next one. I had chosen to install the modem myself but not inform the company that Odido hires to do the installation (Installation is not free, by the way, I paid for it but I was not given the option to install it myself. Odido sends installers whether you like it or not). As a consequence the CRM step is to this day stuck in the ‘In behandeling’ phase. Now, the KPN Networking Administrators, being the linux nerds they are, did their job on time, ignoring all the CRM rubbish, and pulled the plug on my WAN user, and Odido admins, equally cool and nerdy, created a user days before 19th, and accepted dial in attempts because the modem installation guy typically arrives before the official contract start date.
And this is where the Smooth Client Transition Experience is meant to take its actual place.
Let’s assume that the Odido installation guy came over a day early of the actual contract start. When he dials home after plugging in the new modem, home will accept log in attempts for the new Odido customer because Odido network admins did their job days before. At the same time KPN network admins don’t need to know this because they will remove the old user on 19th and there is no harm if the old user stops logging in before 19th since the user can’t use two modems at the same time.
At the same time the KPN/Odido CRM/Invoicing people are waiting to get informed of what happened on the ground since, unlike networking, invoicing is very much affected by the installation guy arriving a day early.
As a consequence, Networking Administration and CRM/Invoicing diverged. If you ask the server guys, everything is working as intended. The old user was removed, the new one created and is already logging in. If you ask the office people, the CRM people, the client never had their modem installed and that’s why the CRM phase is not at it’s final step, therefor the Odido Invoicing people do not produce any invoices and meanwhile the KPN office never received the stop signal to stop producing new ones. What KPN invoicing people know about networking and the fact the user that is still being charged, has actually been removed from KPN servers. They just use their CRM software by advancing those phases/steps and taking action according to. There is no action ‘stop invoicing’ in case when CRM step is ‘in behandeling’ phase, so stopping they shall not.

You can especially appreciate this issue when you realize that communication Odido/KPN is supposed to result in invoices that reflect the actual installation dates, so that the client experiences smooth transition. No internet outage. No double paid internet bills.

In this example, as easy as that, this great idea has failed so badly that KPN, for the option of stopping invoices a day early, now has a runaway train of invoices that will stop months after the contract/internet access was terminated.

And that’s how I have a new KPN invoice this month. And I cannot dial in to KPN servers this month.

Thanks again everybody for reading. Hopefully other forum users find some of this stuff useful.

@Thomas van KPN  The topic is far from being answered

Thank you @Thomas van KPN for the response.

Odido customer support advised me to  file a complaint on KPN website. To attach all the proof I already shared here, that the contract and the internet service were both terminated by Jan 19th.
They claimed that once KPN was faced with this, KPN has no choice but to correct the invoices.

Received a phone call today from KPN about the complaint, and it was the exact same behavior as anybody prior. Whatever you tell the person on the phone, they outright reject it. 
“Odido informed you in Dec, and you stopped the service one month later.
response: No we haven’t. The internet service was never canceled, and your internet service never stopped. So you should pay us.”

All these months and the farthest I’ve come is to get Thomas here to admit that internet service was indeed cut off.
But who would ever think that as good reason to stop charging the customer.

Can you please explain to me what is KPN responsible for?
If you receive a one month notice, as I showed in the jpeg above, which happened in Dec last year. Please KPN cancel this contract starting Jan 19th.
Plus, you shut the service off,

So you were asked to terminate the contract, you confirmed, then you stopped the service,
And then you just kept charging money for the service that was nonexistent by that point on a contract you confirmed you received a month notice on.

Your excuse, “well nobody canceled it”.

How many times do you require a contract to be terminated for you to call it canceled?
How, for the love of logic and deductive reasoning can you put this,

as a marked answer to this topic.

Imagine, Thomas, if you gave your landlord a one month notice, you moved out, took your furniture, and then months later realized that same landlord is still taking rent money from your bank account. When you call your ex landlord he casually explains to you that, well you didn’t yet cancel your house lease. It is perfectly reasonable to get charged rent for the apartment you no longer live in and after submitting a one month notice, if you didn’t cancel it. What does the landlord mean by cancellation, nobody can really understand.
 

Odido customer service took my word that I was indeed double charged and they offered to help.
That’s what’s it called. HELP.
The way I experienced KPN, I would lay off mentioning responsibility if I were you.
KPN has only one policy and that is to find a way, any way possible to keep customers’ money.
You literally have an epidemic, here on the forum, of your ex customers accusing KPN of wrongfully taking their money.

The difference Odido/KPN customer service experience. I can’t stress this difference enough:

“Hey Odido, I was double charged since January. Here’s proof”
“Oh no, that is so terrible, the least we can do, even though we provided you the internet traffic and not KPN, is to reimburse you. And don’t be silly, put that proof away. What are we going to be that unfriendly and call our customers’ scammers, to think our customers’ lie when they say internet service was terminated then and there”.

“Hey KPN, I was double charged since January.”
“Says who, no you weren’t”
“Here’s proof.”
“Well yeah maybe you were, but you used our traffic.”
“No I didn’t”
“Yes you did”
“Here’s proof”
“Maybe so, but your contract was never canceled”
“Yes it was, here’s proof”
“It’s Odido’s fault, Odido is to blame, call Odido, why do you keep calling us, we’re keeping the invoices. Bye.”

Do you understand Thomas, and all of you moderators, that KPN doesn’t have to so desperately hold onto that money that was taken for imaginary service. You and your colleagues, on this forum and on the phone can choose to just HELP. Try it sometimes, see what happens.

And to stress it again, thank you Thomas, moderators for reading, and keeping up with the responses.

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odido activated the service starting Jan 19th:
KPN refuses to accept this because it was made on March 7th. It’s just their choice, they chose to be hostile. It’s a good excuse as any for the choice.