Table of Contents

    Hereby you find some agreements obtained by the  Telecom Mediation Service

    Unduly debited € 135.67

    Description of the dispute

    Mr B. claims that Belgacom unduly debited € 135.67 from his account through domiciling. The operator admits the mistake in an e-mail and agrees to pay back the sum. However, a few months later, Mr B. is still waiting for his refund.


    One week after he submitted his case, Mr B. informs the mediation service that the sum has finally been paid back. The case is then closed. 

    Termination of services even though a payment was done on time 

    Description of the dispute

    On 9 February 2014 the Ombudsman Service for Telecommunications received a complaint from Mr C. through Belmed.

    Mr C. said that TV-Vlaanderen had terminated his services even though he had sent his payment on time. TV-Vlaanderen was not able to link the payment with the complainant’s customer account because the payment was sent without any reference.


    Using a proof of payment, TV-Vlaanderen looked for and found the payment and linked it with the account before reactivating the signal and immediately crediting the closing charges, which amounted to € 16.

    Mr C. was satisfied with our mediation service and the case was closed with an amicable solution.

    A consumer contests direct debits


    A consumer contests direct debits made after termination of her subscription.

    As her former partner was the subscription holder, the complainant also intends to obtain reimbursement for the amounts deducted by direct debit from her bank account since 2016.


    The operator confirms the refund of the amounts charged after the termination of the contract. The complainant is also advised to claim the reimbursement of the amounts deducted since 2016 from the her ex-partner, who is the subscription holder.

    TipIn the event of termination, it is the responsibility of the subscriber, as a prudent and reasonable person, to deactivate any direct debits. It is also the subscriber's responsibility to check the movements on his or her bank account and to be diligent in the event of irregularities.

    The complainant tried to cancel his telecom subscription


    The complainant first tried to cancel his telecom subscription but without success. The complainant then tried to cancel his subscription using the operator's online platform, which was not working. The complainant also contests the invoices sent after these termination attempts.


    The operator cancelled the incorrect invoices and issued the corresponding credit notes.

    Tip: End-users and subscribers should be reminded that the cancellation of their subscription must be done in writing.  Furthermore, it is the responsibility of operators to ensure that the various electronic means made available to subscribers work properly.

    The complainant topped up her prepaid card


    On 28 May 2021, the complainant topped up her prepaid card (for 15 euros) on the operator’s website. However, the amount she paid was not loaded on her prepaid card.


    The complainant received 15 euros of call credit.

    The complainant contests the fees charged for third party services


    The complainant contests the fees charged for third party services (online games).


    The operator confirms that the service provider did not comply with the applicable guidelines. As a result, a credit note of 4.99 euros will be deducted from the complainant's next invoice.

    Tip: Operators should inform their subscribers that third party services can be blocked free of charge.

    Examples - Telecom Mediation Service

    Last update
    1 March 2022