• Bbubka42

    • Beitrag Nr. 1
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    • Dieser Beitrag ist in Englisch
    Sunrise
    Postpaid

    (In case a Sunrise employee sees this post and is willing to look into my situation, my customer number if ****.)

    I ordered a Sunrise SIM card online on 4th or 5th October 2022, but there was a problem with my ID verification. So I went down to a Sunrise store near Lausanne centre with my ID to complete the verification. The person at the store told me they could give the new SIM card to me immediately, but I would have to choose a different number, to which I agreed, and I received an activated SIM card. But a few days later, the SIM card I had ordered online also arrived. I got in touch with the customer service immediately explaining the mistake, and they asked me to send the extra SIM card by post to an address at Emmen, which I did the next day (around 10th October 2022).

    But since November, I began to receive ebills for BOTH the SIM cards. I repeatedly got in touch with Sunrise, including store visits, chats, and phone calls, and received many assurances that it will be corrected, but nothing showed in my Sunrise account. I could not pay the bill for the SIM I’ve been using, since I did not find an option to pay the bills separately. Then I kept being harrassed through late reminders, late penalties, and finally a threat few days back that my account will be blocked next week for non-payment of bills.

    Since yesterday I have tried reaching customer service through chat or callbacks, but did not find anyone available. So I am finally forced to write about the situation here. If my services get blocked, I will sever my contract with Sunrise and switch to a different provider. I was willing to honour the minimum contract duration (and I did not have any complaints with the connection itself), but after three months of harrassment over one single issue, attempting to defraud me into paying double my dues, and eventually blocking my connection, I firmly believe the terms of the contract become void.

    I have two-and-a-half months of payments due on my legitimate SIM, which I am perfectly willing to pay to Sunrise as soon as I receive a payment link with the correct amount, but I won’t pay one cent for the extra SIM card I’ve never used, late payment charges, or early contract termination penalties. If I’m harrassed further over incorrect and unlawful charges, I will be forced to file a complaint with the police.

    (In case a Sunrise employee sees this post and is willing to look into my situation, my customer number if ****.)

      Ähnliche Diskussionen

      bubka42 Thank you for your message.

      We removed your customer number from your message for security reasons.

      We are currently working on your request and will get back to you as soon as we get a internal response. In the meantime, we ask for your patience.

      Best Regards,
      Luka

        14 Tage später

        UPDATE: In the two weeks since the above message from Sunrise Team promised to look into my case above, I have received no communication whatsoever regarding my complaint. However, in the intervening period, my outoing has been blocked (including calls and data), and I have continued receiving mails threatening me with more penalties if I do not pay my bill. I have checked thoroughly but failed to find an option to pay the bill only for the connection I am using. I have tried to contact customer service through chat, but they are either always busy, or promise to transfer me to the relevant department and keep me hanging.

        It’s unfortunate that Sunrise seems to be much more efficient at sending dunning notifications for overdue payments than at handling customer grievances. I have wasted far too much time on this, visiting stores, waiting on hold on the customer service line, and sitting in front of unresponsive chat windows. And all this for an issue that did not arise out of my own mistake. I will discontinue my contract on the ground of Sunrise failing to provide adequate service. Please let me know where I should return the SIM card I still have with me.

          bubka42 We apologize for the wait - we were still looking for a solution.

          Gladly, we were able to cancel the unused number and create credit notes, so that you dont have to pay more than you need to.
          The number will be cancelled by midnight and the credit notes have already been created; you should’ve received E-Mails featuring new payment slips for the remaining amount.
          I’ve deblocked you, so that you can use your phone again. Please make sure to pay the invoices, that were due on 30.11 and 29.12 as soon as you can, so you don’t get (automatically) blocked again. If you do get blocked, let me know and I’ll deblock you again since its not your fault.

          To recap:
          -The unwanted number will be cancelled by midnight
          -You’ve received new payment slips with adjusted costs - please check your E-Mail
          -You’ve been deblocked, but can automatically get blocked again if the november and december invoices aren’t paid soon -> if that happens, please contact us again and we’ll deblock you again.

          We apologize for the circumstances and hope, that our solution was satisfactory.

          Best Regards,
          Luka

            6 Monate später