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PAYMENT OF INVOICE WITH INCORRECT REFERENCE

Marosa · 2021-03-24T16:13:52+00:00

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Marosa

Dear UPD team
I have paid my invoices always on time. In two of them I put the wrong reference number and you ask me to pay again. I have paid the same invoice 3 times, finally I realized the mistake, and now you didn’t refund myself for the invoices I paid with the wrong reference + you are asking me to pay 60ch for paying late. I have sent you an Email 10 days ago. You didn’t answer my email since then. I wonder, don’t you have a SLA and deadlines to answer customers Emails?
I wanted to have an answer before I pay the invoice of March.
This is unacceptable.
Please refund the money I paid with wrong reference, remove the 60ch you are asking because according to you I didn’t pay and apologize, because is the minimum you should do.
My customer complete name is Maria Rosa Navarro Perez.
Thank you

Daniele_Sunrise

Marosa Welcome to the UPC Community!

Unfortunately, we are unable to assign a payment receipt for your customer number xxxxxx-1 with the information you provided.

For a payment search we need the following information:

Customerwho has sent the payment
Recipient account number
27-digit reference number used for the payment
Date of payment
Amount of the payment
possible notification or reason for payment, if no reference number was used

Once we receive this information, we can start the payment search for you.

Greetings
Daniele

Marosa

Dear Daniele
I have answered to our Email (community@upc.ch) on May 11 and I have sent several emails to docs@upc.ch
(15. Marach, 24 March 2021). No one has answered my Emails and you keep sending me in the invoice the amount of 60CH for the Mahnung. As a reminder, I paid all the invoices on time, just put the wrong reference.
I do not own any amount to UPC, however UPC owns me money, because I had to pay again the invoices with the wrong reference, I have invoices paid twice and UPC never sent me back the amount paid with the wrong reference.
What is the next step?? Who should I contact to get a person looking into my invoices and caring about a customer.

Thank you for your quick answer.
Rosa Navarro