Loyal customer for years, but two recent experiences have made me lose confidence in them.

Years as a customer, but a costly surprise and an unresolved billing error I’ve been a Mijndomein customer for a couple of years, but two experiences have made me lose confidence in them. I won’t be continuing after this billing year. Unexpected yearly charge, no flexibility: I cancelled two of my unused domains a week before its renewal date, which turned out to be too late under their one-month notice period. I wasn’t aware that missing that window would mean being billed a full year upfront, and I was charged € 339,83 for a service I no longer wanted. I asked customer service to cancel the invoice as a goodwill gesture, but they refused. I accept that I missed the deadline, but for a customer of several years, I’d expect at least some flexibility. It also wasn’t clear to me that renewals would be billed on a yearly basis. I’ve since seen other reviews where support cancelled a renewal on request, so there seems to be some room for discretion. That made the refusal in my case feel inconsistent. I’m also looking into whether this kind of automatic yearly renewal is in line with Dutch consumer rules on tacit renewals (the so-called Wet Van Dam), and I’d encourage other customers to check this for themselves. Double charge, still unresolved: Separately, I was charged twice the amount of € 52,63 for one domain in the same billing period. As of writing, this hasn’t been resolved. Verdict: Customer loyalty seems to count for little here. Check the renewal and cancellation terms carefully and set a reminder well ahead of time (they capitalize on this mistake). If the double charge is corrected, I’ll update this review.

Reactie van het bedrijf op Trustpilot

Hi GS, I am sorry to hear that you have had this experience after being a customer for years. I would be happy to look into why you received a duplicate invoice and see if there is anything I can do regarding your cancellation and the associated invoice. Could you please provide me with more information via mijndomein.nl/reviewfeedback?