Not happy with Ben, for example about your bill, your bundle, or how you were helped? Below you'll find out how to file a complaint, what to expect afterwards, and what your next steps are if you can't resolve it.

How do you file a complaint with Ben?

The fastest way to file a complaint is via chat on ben.nl or in the Ben app, or by phone via 1200 (free from your Ben number) or 0900-0401 405 (standard rate, weekdays 8:00-17:00). Ben has no direct email address or contact form for customer questions, so chat is your best option for a written record: save the conversation or take a screenshot.

What happens after you file a complaint?

As far as we could determine, Ben doesn't publish a fixed response time for complaints. We couldn't confirm this through an official source, so when filing your complaint, ask directly about the expected handling time so you know where you stand.

Can't resolve it? Escalation

If first-line customer service doesn't get you a solution, explicitly ask for escalation to a specialist or manager. Briefly repeat your complaint and what you've already tried, that saves time.

Independent dispute resolution

If you can't resolve things with Ben directly, in the Netherlands you can often turn to an independent body. According to one of our sources, Ben refers customers with ongoing disputes to the Autoriteit Consument en Markt (ACM), the general regulator for telecom complaints. Whether Ben (or parent company Odido) is also specifically affiliated with De Geschillencommissie Telecommunicatiediensten, we couldn't independently confirm: check this before publishing, for example via De Geschillencommissie's list of affiliated members.

Common reasons for complaints

  • Unclear or unexpectedly high charges on the bill
  • Difficulty reaching customer service itself (long wait times or dropped calls)
  • Problems cancelling or switching to another provider
  • Questions or complaints about coverage and network speed

Tips for faster handling

  • Be specific: mention dates, amounts, and previous contact moments
  • Save confirmations of chat conversations or earlier replies
  • Prefer chat over phone, so you have written evidence

Want to know the best way to reach Ben in general first? Read: Ben customer service: contact, phone number and opening hours

Conclusion

You file a complaint with Ben via chat or phone; a direct email address is missing. If you can't resolve it, ask for escalation, and know that the ACM is the general regulator for ongoing telecom disputes.

Not sure if Ben still fits your needs? Give Welli 2 minutes and you'll get advice that fits your situation and budget.