You can now create a direct service portal entry to raise an objection to a cancellation fee.
Requests by email or phone calls will no longer be processed directly.
You will always find the function in your profile under the symbol with the shaking hands.
From there, you can click on "Report a problem" and there you can choose to object to a cancellation fee.
There you will see all the cancellation fees you have been charged in the last 2 weeks.
Select the case for which you wish to lodge an objection.
Please note that you can only lodge an objection to a cancellation fee once.
For each entry, it is important that you upload meaningful evidence and provide appropriate written feedback.
Your uploaded documents must show that you tried to reach the customer, that you were on site on time and/or that you were at the right address, for example.
Valid proof can be, for example: screenshot of the call log/chat messages, photo of the doorbell sign or the house number and street.
Without such proof, our team will not be able to process your objection.
Finally, you will receive a confirmation with your current case ID.
If the required documents are missing or incomplete, our team will contact you again directly.
You will always receive feedback on each reported case promptly by email.
Until then, please give our colleagues time to review the case in detail and refrain from making further inquiries.