Request for support regarding contract cancellation and misinformation

ShimulDas · 2025-06-20T20:24:24+00:00

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ShimulDas

Dear Sunrise Community,
I am writing to seek your guidance and support regarding an issue I am facing with a mobile contract I signed at one of your authorized Sunrise stores located at Rue du Mont-Blanc 20, 1201 Genève, Switzerland (Gare Cornavin area). Customer number: DELETED . During my visit to the store, I clearly explained to the staff that I would be staying in Switzerland only for a few months. I also presented my residence permit (CDL holder) as part of the registration process. After consulting with their manager, the staff assured me that although the contract was officially for two years, I could cancel it at any time with one month’s notice. Based on this information, I agreed to sign the contract.
However, after moving to Switzerland in May 2025 and attempting to cancel the contract through customer service, I encountered several difficulties. As an English speaker, it was quite challenging to navigate the customer care line due to the lack of an English option. After several attempts and with the help of a friend, I finally managed to speak with a representative. I informed them that I was leaving Switzerland at the end of May 2025 and would no longer use the service, and I requested the cancellation of my contract.
To my surprise, I was told I would need to pay an early termination fee of approximately CHF 250. I explained the situation and the misinformation I received at the store, but the customer service team insisted the fee was applicable. They also later registered an unpaid amount for June 2025, despite the fact that I did not use the service and had requested cancellation.
I have explained my financial situation to them—at the time I was a student, and I am currently unemployed—but unfortunately, none of these factors have been taken into consideration.
I believe I was misled by the staff at the Sunrise-authorized shop and request that Sunrise investigates this matter by reviewing the details of the store and personnel involved. I am simply asking for fairness and for Sunrise to honor the terms that were verbally agreed upon at the time of signing. Here, I attached my departure certificate DELETED
Could anyone in the community advise me on what steps I can take to resolve this issue, waive the cancellation fee and overdue amount, and formally escalate this matter within Sunrise?
Thank you for your time and support.
Kind regards,
Shimul

Xydocq

hello ShimulDas

Unfortunately there’s no-one in the Community, who can help with this matter. The Community is client based, most people here are Sunrise-clients and those, who work for Sunrise, don’t have the ability to make any financial decisions.

I know it’s not a lot of help, this is part of the General Terms and Conditions:

EARLY TERMINATION – CONSEQUENTIAL COSTS
Cancellation by the customer before the end of the minimum contract duration or outside of the notice period is only possible by paying a fee. Regardless of the reason for the cancellation, the stipulated fixed compensation fee is due. If no fixed amount has been agreed upon, the customer must pay the full sum of the monthly recurring basic fees for the period remaining until the end of the minimum contract duration plus an additional service fee. These shall become due for payment immediately.
Any different provisions set out in the Special Provisions for the relevant services and cancelation by the customer for good cause remain reserved.
The customer must also pay the compensation if the contract was terminated by Sunrise due to good cause for which the customer is at fault (section 17). Sunrise may demand appropriate compensation if a service is converted into a service package with a lower subscription fee.
Once the minimum contract duration has expired and for contracts without a minimum contract duration, if a contract is cancelled outside of the regular notice period it will still be necessary to pay the basic monthly fees until the regular notice period is over and an additional service fee will also be charged. Certain offers may stipulate a minimum contract duration which, if not complied with, may result in additional costs (e.g., compensation for devices offered as a gift).

And here’s what applies to mobile contracts:

TERMINATION OF THE MOBILE PHONE CONTRACT

(ii) Mobile subscriptions with a minimum contract duration:
Certain subscriptions or offers may be linked to a minimum contract duration. The terms and conditions of the subscription or offer shall apply. In this case, the mobile phone contract can be canceled with a notice period of 60 days to the end of the minimum contract duration. After the minimum contract duration has ended, the contract can be canceled by giving 60 days’ notice to the end of any month.

(v) Termination formalities:
Termination of a mobile subscription must be done either over the phone (0800 100 600, free of charge within Switzerland) or via Sunrise Chat.

Even though I personally think, those fees are outrages. It’s what you signed up for. It’s almost impossible to prove the guy at the store misinformed you.

It’s up to you. You can try to call Sunrise again and see if they are willing to waive those fees.

Daniele_Sunrise

ShimulDas We have a contract department which you can contact on 0800 100 600. They will certainly be able to help you.

Greetings
Daniele