On june 12 2026 I entered my details on the Gomo website to begin the process of changing my mobile operator. However, I decided not to proceed before completing the registration and therefore never uploaded my identity documents. As a result, the operator change was never finalized.

To ensure there was no misunderstanding, on june 23rd I contacted Gomo's customer support via chat and explicitly requested that my operator change request be cancelled. The customer service representative confirmed that my request had been deleted.

Afterwards, I repeatedly received 17 SMS messages from 499 stating: "To confirm the transfer of your number to a new prepaid operator, reply YES. Otherwise, reply NO." I replied "NO" multiple times, clearly indicating that I did not authorize or wish to proceed with the transfer.

Despite this, approximately one month later I received a bill stating that my Gomo mobile number had been activated and that I was required to pay for the service.

I then contacted Gomo's customer support. During the first chat, the representative closed the conversation immediately after I explained the situation. During the second chat, I was told that I needed to create a new offer request on the website and pay for it before I could cancel it (why was never explained). When I refused to pay for a service that I had never requested or used, the representative ended the chat. During the third chat, I was informed that the contract had already been terminated and would officially end on 31 July 2026, and that I was still required to pay, even though the service had never been active on my phone and I had never used it. When I disputed this, that representative also closed the chat abruptly.

It is also important to note that Gomo does not provide a telephone customer service line. Customers can only communicate through online chat, and there is no option to speak with a representative or request a callback.

I do not understand how my request could have been processed when I never completed the registration, never submitted the required identity documents, explicitly requested that the application be cancelled, received confirmation that it had been deleted, and repeatedly refused the number transfer by responding **NO** to every confirmation SMS. Under these circumstances, I do not believe I should be held responsible for charges relating to a service that I neither authorized nor used.