After numerous attempts at cancelling the service through the phone/website, I decided to go the the nos shop directly to do so in writing, as someone on the internet suggested. After this, I asked NOS staff which was assisting me: “Am I good, will i need not to pay for the following month?”. To which they replied: “Nope, only the cancellation fee of 75.58 euros”. I rephrased this question numerous times just to “be safe”. Lo behold, billing cycle comes, and I get another invoice as if no cancellation happened. Basically I need cancellation of the invoice now as well. Please help, I don’t want to go to nos store anymore, it is not nearby at all. Its been extremely frustrating experience with service cancellation already, and I just want it to be over. Just let me pay my cancellation fine and be free of this company. Thanks.
Getting invoices despite cancelling the service in the written form in the NOS store 10 days prior
+1- Gestor da comunidade
Hello
We appreciate your message and are sorry about the situation you describe.
We will help analyse what’s going on. Please send us a private message to the
Thank you
+6- Gestor da comunidade
Hello
Thank you for your feedback.
We did not receive your private message in the
Thank you
+1- Gestor da comunidade
Hello
We have now received your private message and will reply as soon as possible.
Thank you
+1- Gestor da comunidade
Hello
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
+1- Gestor da comunidade
We understand your questions,
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
- 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?
+6- Gestor da comunidade
Hello
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.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
