What if OSN doesn't reply?

Don't be surprised. Post publicly on their Twitter or Facebook. They hate bad press more than they hate answering emails.

Can I escalate my complaint legally?

It depends on where you live. For most users in the UAE, you can file a complaint with the TDRA, but you have to prove you tried resolving it with OSN first which is a whole process in itself. For US customers, your best and most powerful bet is a credit card chargeback; it's surprisingly effective when you show your bank the proof of you trying to contact the company.

Are there lots of people leaving OSN?

Just look at their Trustpilot score. It's a graveyard of 1-star reviews from former customers. So, yes.

Is this the right phone number to contact OSN?

Good luck finding one. They make it nearly impossible to find a direct phone number, pushing everyone to their digital channels. Your only real option is their official WhatsApp support, but prepare for a long wait and be ready to repeat your issue to three different agents after the bot finally gives up on you.

What's the easiest way to cancel a subscription with OSN?

Do it now. Don't wait. I've seen people complain that the cancel button in the app conveniently 'glitches out' right before a billing date, so go straight to their website on a desktop computer to do it. If you're still getting stuck, our guide on [How to cancel a streaming service](https://www.19pine.ai/cancel-subscription/streaming-and-services) can walk you through the general process.

Other ways that I can contact the OSN?

Their social media. Specifically, their public Facebook page or sending a direct message to their X (formerly Twitter) account seems to be the only other way to get a human's attention.

Why am I still being charged after I cancelled?

Ah, the classic OSN problem. This is one of the most common complaints. You absolutely need to have a screenshot or a copy of your cancellation confirmation email, because without it, their support team will almost certainly claim they have no record of it. Always, always get it in writing.

Complain About OSN - File a Complaint Today

Best ways to complain to OSN

They push you towards digital channels, so calling them is often a dead end. Your best bet is to use the methods they actively monitor, even if it feels like shouting into the void at times. Here’s how to approach it.

Contact Method	Details & Availability	Why use this instead...
WhatsApp Chat	Official WhatsApp Number	For urgent issues. This is their main support channel and is supposedly monitored 24/7. Be prepared for bot responses before you reach a human.
Contact Form	Available on their website	For a paper trail. Use this for non-urgent billing disputes so you have a record of your complaint and their (potential) response.
Social Media	Tag @OSN on X (Twitter) or post on their Facebook page	For public complaints. Companies often respond faster when their reputation is on the line. This is a good escalation step if you're being ignored.

⏱️ Estimated Response Times from OSN After Complaining

They say '24/7 support,' but that doesn't mean '24/7 solutions.' Based on user reviews, here's what you can realistically expect.

Method	Expected Wait Time
WhatsApp Chat	5 minutes to 2 hours (to get a human)
Email / Contact Form	24 - 72 hours
Social Media	4 - 8 hours

🔍 Tips to Get a Quicker Response from a Complaint

Use WhatsApp First: It's their most promoted channel, so it gets the most attention.
Have Your Account Number Ready: Don't give them an excuse to delay. Have your account number, email, and the date of the issue ready to go.
Be Direct, Not Aggressive: Clearly state your problem and what you want (e.g., 'I was overcharged $15 on May 10th and I need a refund.').
Take Screenshots: Screenshot your chat conversations, error messages, and cancellation confirmations. You will need them.

How to Escalate Your Complaint

If you're getting nowhere, it's time to escalate. Since OSN is based in the UAE, typical US options like the BBB have less power, but you still have options.

Demand a Supervisor: In your WhatsApp chat or email, state clearly, 'If you cannot resolve this, please escalate my case to a supervisor immediately.'
File a Chargeback: If the issue is a billing error and you paid by credit card, contact your bank or credit card company to file a chargeback. This is often the fastest way to get your money back from an unresponsive company.
Contact Regional Regulators: For customers in the UAE, you can file a formal complaint with the Telecommunications and Digital Government Regulatory Authority (TDRA). You usually have to prove you tried to resolve it with OSN first.
Go Public: Post your complaint on their social media pages. Honestly, a public post on their Facebook page seems to get a faster response than any official channel.

Email Template to Complain to OSN

Subject: Formal Complaint: Unresolved Billing Error on Account [[Account #]]

To Whom It May Concern,

I am writing again to resolve a billing issue on my account, [[Account #]]. This is my third attempt to get this corrected, as my previous messages on [[Date]] via WhatsApp have gone unresolved.

On [[Date of charge]], I was incorrectly charged [[$Amount]] for a service I had already cancelled or for a fee that was not authorized. Frankly, having to track this down and spend my time chasing your support team has been incredibly frustrating and a complete waste of my time.

To resolve this, I require you to issue a full refund of [[$Amount]] to my original payment method immediately. I also need written confirmation via this email that the issue has been fixed and my account balance is correct.

Please be aware that if I do not receive a satisfactory response and confirmation of the refund within 48 hours, my next step will be to file a chargeback with my credit card company and post my experience publicly on social media.

Thank you for your prompt attention to this matter.

[[Your Name]]

Additional Helpful Tips to get Your Complaint Resolved

Use the phrase 'Formal Complaint'. When you use these words in a subject line or at the start of a chat, it can sometimes trigger a different, more serious internal process.
Ask for a reference number. At the start of any conversation, ask for a ticket or reference number. If the chat gets disconnected, you have a way to get back to the same case without starting over.
Mention their competitors. Casually dropping that you're considering switching to a competitor because of the poor service can sometimes light a fire under the support agent.
Try the multi-channel attack. One user on Trustpilot said they only got a response after sending the same complaint on WhatsApp, email, and Twitter at the same time. It's aggressive, but it apparently worked.

Let Pine AI Help Raise the Complaint to OSN

Tired of the OSN WhatsApp bot sending you in circles? Or getting that generic 'we're looking into it' email for the fifth time? It's exhausting. You explain the problem, wait, get a new agent, and have to explain it all over again. Sound familiar? Pine AI can take over the headache. We handle the persistent follow-ups, the annoying back-and-forth, and the tedious task of documenting everything. No more waiting on hold or copy-pasting your complaint into different chat windows. Let us manage the frustrating parts so you can get on with your life.

Frequently Asked Questions about OSN Complaint Filing

Chloe Anne-Bennett

Streaming & Entertainment Editor

Chloe Anne-Bennett is the Streaming & Entertainment Editor at Pine AI. Chloe is a leading voice on the business of streaming, entertainment and the evolving landscape of digital media. Before contributing to Pine AI, Chloe was an entertainment correspondent for a major news outlet, where she reported on everything from box office trends to the impact of streaming services on traditional media. At Pine AI, Chloe leverages her deep industry knowledge to provide our readers with insightful analysis of the latest trends, helping them make sense of their subscriptions and where to hit the sweet spots in how to handle customer service reps.