Regulator investigating whether telecom companies make canceling a subscription too hard

The Netherlands Authority for Consumers and Markets (ACM) is investigating whether telecom providers are making it too difficult for customers to cancel their subscription. The regulator has began their investigation after receiving complaints from consumers who are being obstructed when trying to cancel their subscription for their telephone, internet, or tv.

The ACM pointed out that the law states that people should be able to cancel their subscription in the same way that they opened it. If you take out a subscription online, you must also be able to cancel it online.

However, this is often not the case, as the regulator has stated that consumers are being forced to cancel their subscriptions via telephone. This is not allowed, the ACM added. The regulator would not mention any names regarding telecom companies that do this.

According to the ACM, companies are not allowed to make it more difficult to cancel a subscription online. Companies often do this by hiding information or pushing for contact by telephone. The regulator said that telecom providers will be checking on this in the coming period.

KPN emphasized in their response to the news that customers who have a subscription with the company can cancel it online. “We do not demand that you call us. Canceling at KPN can be done in the same way that you take out the subscription,” a spokesperson for the company said.

However, it is the case that most customers have said to prefer to cancel their subscription via telephone as it is then confirmed instantly.