Hi,I am writing to express my dissatisfaction with the current state of my internet service provided by NOS.Despite paying a considerable monthly fee of 50 euros for internet access, which was 48 in November but has now increased to 51.54, I have been experiencing significant issues with the Wi-Fi coverage in my apartment. Approximately half of my residence lacked adequate signal strength, rendering it practically unusable for essential tasks such as work, communication, and entertainment.In an attempt to rectify this situation, I reached out to NOS and requested assistance in February. Subsequently, NOS installed additional Wi-Fi equipment in my home, after telling me on the phone it would cost me 7 euros. I asked several times, she told me nothing about a MONTHLY ADDITIONAL PAYMENT, but made it clear I would have to pay for installation 7 euro, that’s it. Not per month, not as an additional payment or additional service, but for installation. However, I received an unexpected invoice totaling 114 euros this week, at the end of March, including charges I have never heard of before. After speaking with your representatives, all the calls have one thing in common: your operators avoid communicating clearly and correctly what exactly I am charged and supposed to pay. You have sent me Credit Notes and canceled the extra charges I was already not supposed to pay. But again, only now, after repeatedly talking and trying to understand with your operators if my monthly payment has risen, yes, in 12 months you want me to again pay for the service I was not supposed to pay for.During my interactions with your representatives, I was never informed that the installation would result in an additional monthly charge of more than 7 euros in addition to the 50 that I am already paying. Despite repeatedly inquiring about the cost these days, I was assured that the fee was a one-time payment of 7 euros. It was only upon receiving the invoice that I realised yesterday this was not the case.As a loyal customer, I expect transparency and honesty in all interactions with NOS. The lack of clarity surrounding the additional charges is unacceptable and has left me feeling misled.I urge you to address this matter promptly and provide a satisfactory resolution. This includes rectifying the inadequate Wi-Fi coverage in my apartment without any further financial burden, including 12 months after now.I trust that NOS values its customers and strives to uphold the highest standards of service. I look forward to your prompt response and resolution to this matter.Sincerely,Luda
