Following ACM action, KPN compensates customers for missed discounts 
                  

                
                                  






  







  



  
    
              
        
        
      
      
                        
          

Summary

Dutch telecom operator KPN has compensated 13,000 customers for discounts that they erroneously did not receive.
This is the result of ACM having sat down with KPN.
The harmed customers have already received compensations.


  

  

    
      
          

      

  


                

  
    
            

Dutch telecom operator KPN has compensated almost 13,000 customers for discounts that they erroneously did not receive. KPN has decided to do so after sitting down with the Netherlands Authority for Consumers and Markets (ACM). Through its consumer information portal ACM ConsuWijzer, ACM received reports that problems were occurring regarding renewal offers for a group of KPN customers. They received offers for renewal discounts, but their new monthly payments were subsequently collected without this discount having been applied. After ACM had confronted KPN with this, KPN decided to compensate this group of customers. The compensation varies between 60 euros for one-year renewals to 120 euros for two-year renewals.
No discount applied


Between May 2024 and May 2025, KPN made renewal offers to a group of 13,000 customers with plans for fixed telephony and broadband, during their subscription periods. When extending their contracts, these customers were offered a monthly discount on their new monthly payments. However, it subsequently turned out that this discount had not been applied to their new monthly payments. According to KPN, this was caused by an error in their internal system. In order to correct this, KPN actively approached by email and/or letter the affected customers that had not already approached KPN themselves. These affected customers have now received compensation for the missed discount of 60 euros on one-year renewals and 120 euros on two-year renewals.
ACM’s approach


ACM has various instruments at its disposal. In this case, ACM chooses to confront the business with the problem (not applying the discount) in order to solve it. This is a quick method to ensure that businesses adjust their methods, and compensate harmed customers. 

      

    
          
                                          
                                  
                        
                                  
                                
                  

                
          
          
          Publication characteristics
          
                                    
                Publication date
                16-10-2025
              
                      
                                    
                Publication type
                  News

              
                      

                      
              Spokesperson
              
                                    Saskia Bierling

                              
            
          
                                

          
                      

                                    
                Keywords
                  Telephony,
  Fixed telephony,
  Internet

              
                      
                                    
                Subjects
                  Consumer protection

KPN Compensates Customers After ACM Intervention

Dutch telecom operator KPN has compensated almost 13,000 customers for discounts that they erroneously did not receive. This decision came after discussions with the Netherlands Authority for Consumers and Markets (ACM).

ACM received reports through its consumer information portal, ACM ConsuWijzer, regarding issues with renewal offers for KPN customers. These customers were promised renewal discounts, but their new monthly payments were charged without applying the discounts.

After ACM confronted KPN about the issue, the company decided to compensate the affected customers. The compensation amounts range from 60 euros for one-year renewals to 120 euros for two-year renewals.

Between May 2024 and May 2025, KPN had made renewal offers to these customers, but an internal system error led to the discounts not being applied. KPN proactively reached out to the affected customers to inform them of the compensation.

ACM utilized its authority to address the issue quickly, ensuring that KPN adjusted its practices and compensated the harmed customers effectively.



KPN Compensates Customers After ACM Intervention

KPN has compensated 13,000 customers for missed discounts following intervention by the Dutch competition authority, ACM.