Dear, I have a contract with Proximus since 2019, my contract was for Epic Videos, it includes a sim card, home internet and Packix videos, last month I wanted to get a new phone number and a new phone from proximus, when doing that, I used the chat option within MyProximus app, the employee made a mistake and instead of creating a new phone number and ordering the phone with it, he ordered the new phone on my current phone number. Which resulted in changing my pack from Epic Videos to Mobile easy which has less than half the benefits for the same price, when the employee sent me the request by email to sign I refused because I noticed the mistake and asked him to cancel the request, and went to one of Proximus branches to get the new phone and new phone number. When I asked the employees at the branch to cancel the request done by their colleague they said no one can do that because in the system no one has the authority to do it and I have to wait for the expiry date without signing the request he sent to me and it will be automatically cancelled. The request is cancelled now but my pack has not returned to my original contract with proximus, their excuse is that it is too late now! Which is sarcastic as all their employees in branches and in MyProximus app say also that there is nothing to do about it and that the only option is to wait, and after waiting they say it's too late! However I have proof of all tickets I opened for my complaints since 6 January (the same day this has happened)And their customer support team keep lying about contacting me while they change the phone number and put eights instead of zeros to shift the blame again!
