Dear @Sunrise_Team
I’ve been a UPC client for over 10 years. After UPC was bought by Sunrise, I was encouraged over the phone to switch to a Sunrise contract that was supposed to be “better and cheaper.” Since then, I’ve had nothing but problems.
I was promised a discount if I activated two mobile numbers. When the contract was made, the Sunrise employee mistakenly registered both numbers under my name instead of putting one under my mother’s name. This delayed the migration of her number and was the reason we were told the discount couldn’t be applied at first.
The two numbers are now fully activated, and I’ve contacted Sunrise multiple times about the missing discount. Each time, I was told a ticket would be opened for some kind of “Review”, and that we’d get an email in a few days. It has been weeks with no email, no resolution, and no update. I suspect that the same Sunrise employee who made the original mistake is the one responsible for handling this—and she has been completely unresponsive.
The same employee told us not to worry about a tiny UPC leftover balance (a few cents), saying she would “delete it”. Months later, we received a CHF 60+ bill due to fees and interest. We paid it, but again—this was caused by misinformation from your employee.
I’ve spent hours on the phone with Sunrise support. I called several days in a row and was told multiple times that the same employee would call me back. Appointments were made. I stayed home from work to wait, and no one called. I then called and was told, “she will call you in 5 minutes”—she didn’t.
This is no longer about a discount—this is about accountability. I’ve been respectful and patient, but this treatment is unacceptable.
I now expect:
A retroactive application of the discount as originally promised
A refund of the CHF +60 that was wrongly charged
A formal apology and written confirmation that this case is closed properly
If this cannot be resolved immediately, I will escalate the matter to the Swiss telecommunications Ombudsman.