Wrong contract details - letters being sent to wrong address

BenTen10 · 2023-03-12T15:43:40+00:00

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BenTen10

Hello, I was sent a letter by Sunrise/UPC, but they used a very old address I had from many years ago. I was annoyed as this had private details in the letter. Luckily the letter was passed on to me. How do I inform them of my new address to stop this from happening again?

Daniele_Sunrise

BenTen10 Welcome to the community!

Please send us your customer number, your old and new address as well as your date of birth via private message. We will be happy to check your request afterwards.

Greetings
Daniele

Daniele_Sunrise

BenTen10 We now have your customer data. Can you briefly tell us if this was a sales letter? Do you have a copy of the letter? Your address is correctly stored in the system with the digital products. In the system with the cable connection, you were never a direct customer and the cable connection was charged to you via administration (PKV).

Greetings
Daniele

BenTen10

Thank you!

BenTen10

The issue has not been resolved yet - I contacted the UPC Adminstrator and was told to email pkv@upc.ch with my issue. So far PKV have not contacted me. There is a stand general email response, asking you to be patient and that it may take them some time to respond! So, I’m waiting…

Daniele_Sunrise

BenTen10 Unfortunately, I still have no data from you received, so I can check your request. Please send them to me. I will be happy to help you.

Greetings
Daniele

BenTen10

I was told to send an email to PKV - which I did last week.

Daniele_Sunrise

BenTen10 Without your customer data we can not check anything. In addition, you will not receive an answer from the PKV team, because this is the mailbox for large customers.

Greetings
Daniele

BenTen10

I have sent my details to you. Thanks

BenTen10

The letter is from ’Cable connection customer service, Sunrise LLC, and the subject title is: ‘Missing information about your cable connection contract’.

BenTen10

I have a copy of the letter

Daniele_Sunrise

BenTen10 Can you please send me a copy via private message? This letter is actually sent when we have cancelled the cable connection, which is billed directly, and any credit exists.

Greetings
Daniele

BenTen10

I have just sent you a copy of the letter via private message.

BenTen10

I am paying for cable connection - and I did not ask for my cable connection to be cancelled.

Daniele_Sunrise

BenTen10 Thank you for the delivery of the letter. It is inexplicable to me why the letter went to the old address, although the correct active address is stored in the system. Moreover, it is not the letter that I meant before (cancellation letter).

We would like to apologize for the error. You can take note of the letter and dispose of it afterwards.

Greetings
Daniele

BenTen10

It’s very disappointing, these types of errors should not happen, especially with such a reputable company, and especially with so much identity fraud cases in the country.