Getting invoices despite cancelling the service in the written form in the NOS store 10 days prior

Hello ​@KYRYLO TILENIN,

We’re sorry for the situation and for any inconvenience it may have caused.
After carefully reviewing the matter, the invoice amounts remain due for the reason previously explained. We understand this may not be the outcome you were hoping for, and we regret that we couldn’t meet your expectations on this occasion.

If you have any further questions or need clarification, we’re here to help in any way we can.

Thank you

Rafaela F.
You didn’t respond to my questions or concerns. Lets do it nice and slow, so we can clearly see what exactly you are ignoring.
1) I count 10 days since December 30 to January 8. How many days do you count? 
2) Even if those 10 days is not enough, I tried canceling my service on 29 of December. Lets count the days 29 of December to 8 of January. I count 11. You literally record every call which is done to your support line, so you have the proof yourself. Moreover, I am pretty sure I clicked “cancel my services” on the NOS customer area on that date as well. What is the problem here then?

Address those two points, please 

We understand your questions, ​@KYRYLO TILENIN.

The payment due date and the billing cycle are two different things.

For the cancellation of the services to take effect in the intended month, your request should have been made at least 10 days before the end of the billing cycle.
As the request was made less than 10 days before the end of the billing cycle, the invoices are correct, as previously explained.

Thank you

1. I ask you again, like a 3rd time: count me attempting to cancel the services on 29 of December online via the “cancel services” button in the nos customer area, PLUS via phone support line. How many days is that, before the end of the billing cycle?
   2) If we count 10 days or more, why are you forcing me to pay?

Hello ​@KYRYLO TILENIN,

Thank you for your message.

There are several ways to cancel your contract. As previously explained, the cancellation must be formally submitted at least 10 days before the end of the billing cycle in order to avoid the start of a new one.

In this case, the formal cancellation was submitted on December 30th, while your billing cycle begins on the 8th of each month. Please note that expressing an intention to cancel is not the same as formally submitting a cancellation request.

Thank you.

Can you please schedule collection of your equipment?(TV box thing, router and a remote)
Also, I didn’t receive an invoice for cancelling the services before the loyalty period has ended. Why is that?

Hello ​@KYRYLO TILENIN,

Thank you for your message.

Please send us a private message to the ​@Fórum profile with your NIF.

Thank you

I just received an invoice for 258 euros, 200 of which is is “equipment”. I literally asked you people in dms AND here, publicly, to schedule equipment collection. Also, I’ve received that invoice from NOS, yet I have no way of paying it for it, as when I enter my “nos customer area”, it says that I have no active services enabled. I always was paying for nos through customer area and have no other prefered way of paying for it. I need 3 things from support
1) scheduleing of equipment collection
2) enabling the posibility for me to pay like I used to - through nos customer area
3) an explanation, how this situation is even possible, after me deliberately asking to schedule equipment collection numerous times in DMS and here ​@João H. ​@Rafaela F. 

Hello ​@KYRYLO TILENIN,

Thank you for reaching out to us.

Please send us a private message to the ​@Fórum with your NIF or NOS Costumer Account Number.

Thank you

​@João H. I did do that. Nobody is answering. When can somebody come and collect the equipment? I’ve provided you with an address in ​@Fórum DMs much earlier, asking to collect equipment at any convenient time.