Extremely bad experience — unfair payment rules and zero accountability
Oney openly admits that they refuse all payment methods except SEPA transfers. When asked about extra costs or complications, they promise there will be none, but once you proceed, customers can still face delays, uncertainty and additional steps they never warned about.
They avoid direct questions, do not give clear answers about alternatives, and often fail to respond properly to concerns. This fits the pattern of unfair commercial practices: lack of transparency, misleading reassurance, and refusal to provide essential information that affects the transaction.
I strongly advise anyone dealing with Oney to keep screenshots, save the chat transcripts, and file an official consumer complaint. Companies must follow EU and national rules that require honest information, clear payment conditions, and fair treatment of consumers.
1. Unfair Commercial Practices Directive (Directive 2005/29/EC)
Consumers must not be misled through unclear information, omissions, or evasive answers.
2. Consumer Rights Directive (Directive 2011/83/EU)
Companies must provide transparent pre-contract information, including payment methods and costs.
3. Dutch implementation — Burgerlijk Wetboek 6:193a–193j
Covers misleading actions, omissions, unclear pricing, and evasive communication.
4. SEPA / Payment transparency rules (PSD2 + SEPA framework)
Companies must provide clear, accessible payment information and cannot mislead consumers regarding costs, alternatives, or consequences of a payment method.
What to do?
1. File a complaint for unfair commercial practices (Netherlands)
You can report this directly to the ACM – Autoriteit Consument & Markt.
ACM handles:
misleading or evasive communication
lack of transparency
unfair treatment of consumers
Where:
ACM ConsuWijzer complaint form
Search: “ConsuWijzer klacht oneerlijke handelspraktijken”
Attach:
screenshots of refusal
chat logs where they avoid questions
examples of misleading statements (“no added costs”)
2. File with the European Consumer Centre (ECC-Net)
If the company is outside NL or sells cross-border.
ECC mediates for free.
Attach the same evidence.
Search: “ECC NL klacht indienen”
3. Emotional harm / abusive handling of customers
While emotional suffering isn’t a standalone consumer-law category, you can include it in the complaint as part of:
Aggressive or distressing commercial behaviour (EU unfair practices directive)
Customer treatment causing stress or pressure
Repeated avoidance, refusal to assist, or negligent communication, they also lie
Phrase it like:
“Their communication caused unnecessary stress and emotional distress due to refusal to answer direct questions and misleading assurances.”
This strengthens the case.
Reply from Oney
Geachte heer Melvin Van Bellinghen,
Hartelijk dank voor uw opmerking. Het spijt ons te vernemen dat u niet tevreden bent over de hulp die onze medewerkers u hebben geboden.
Om uw situatie beter te begrijpen en u passende hulp te kunnen bieden, hebben we vandaag per e-mail contact met u opgenomen. We verzoeken u dit bericht te lezen en ons op de hoogte te houden.
Wij staan tot uw beschikking. De tevredenheid van onze klanten is onze prioriteit.
Met vriendelijke groet,
Het team van Oney Nederland