I tried to set up a fiber optic contract at an in-person store on 31 March after setting up a mobile contract  the week prior. I was told the order had gone through, but hours later I received a cancellation email due to credit/identity issues. The email stated that I would receive further details by mail, but I have only received the order confirmation and a “What’s Next” letter, both dated the same day the order was placed. I was told the issue might be related to my surname being German (although it is actually of Dutch origin). Since providing the documentation the store requested weeks ago, I have not received any updates regarding the status of my order. I have visited the store three times, and they have not received any response from the main office.

what am I doing wrong or missing in this process?