Telenet recently offered their customers a new TV box in exchange for their old decoder. However, some customers received bills of 50 euros after accepting the offer. The confusion arose when they saw the statement in the email that mentioned a one-off cost of 50 euros, leaving them puzzled.
Upon contacting Telenet, customers were informed that the TV box is indeed free, but the 50 euros mentioned in the email was for the residual value that applied if they did not return their old device after canceling their subscription. Bart Boone, a spokesperson for Telenet, acknowledged that this situation might be confusing for customers but reassured them that the TV box itself is free. He explained that the 50 euros mentioned in the email was only applicable if they failed to return their old device.
The Telecommunications Ombudsman Service has not yet received any complaints regarding this confusion but advised customers to contact them if they have any concerns about being charged for something that was promised to be free. It’s important for customers to understand what’s included in the offer and its terms before accepting it to avoid any confusion or unexpected charges in the future.
