In August last year I signed up for a prepaid-sim and supplied the portation code from my previous provider Quickline. This was done before the 3 months notice period from Quickline. I got a confirmation email from Sunrise at the time and I was under the impression that everything was in safe hands.
Fast forward to November, when the portation should have taken place I logged onto the Sunrise portal, noticing no product was in place. This is despite the fact that I have paid the CHF19.95 for the sim card. So I called the customer service and was presented with some of the most abysmal form of customer service I ever experienced. The agent was shouting at me, despite me being very courteous and polite. I subsequently complained and another customer agent rang back, apologised for the behaviour of the customer service agent and admitted that sunrise made a mistake during the protation process. He manually manged to port the number to a simcard which was meant to take effect on the 30th May 2026
At this stage i missed the 3 month notice period from Quickline. Which meant I was locked in to a very expensive contract for another 3 months. I have raised this with the customer agent that organised the portation and he confirmed to me that I will be reimbursed once the old number is ported and we know the total cost that I incurred.
Once again fast forward 3 months to beginning of April 2026. The number is now ported to the Sunrise simcard and I have the final bill from Quickline which is CHF294. I have again contacted the customer service to request this to be reimbursed. I was once again faced with some exceptionally bad customer service. One agent told me that they can only consider a reimbursement if I sign up to a contract. This by definitions is pressure selling and is illegal! I was then past around the customer service team until i finally received a text message saying that I cannot be reimbursed because I do not know the full name of the customer agent that at the time promised me that i will be fully refunded, nor that I have a full log of phone calls including dates and time. By the looks of it this is a tactic of Sunrise to avoid paying out. I have recorded all phone calls which is over 5hrs of talking to your team. And to be perfectly honest, I am not going to listen to this again, because I know that you also have the recordings.
This all is a perfect example of gaslighting. Everyone says something slightly different and blames me for having made a mistake. despite having customer service team leader admitting that Sunrise made a mistake. I have already submitted everything to Kasensturz/Espresso including the recording of the customer service agent shouting at me because I am not prepared to spend any longer to recoup the money I am owed by Sunrise. How would you suggest to me to proceeded in getting my CHF294 back?