I am a new Horizon Cool Duo customer and have just received my frst invoice.  

When I spoke to Sales and ordered the service, I was told the Activation Fee of CHF69 would be waived but it has been charged on the invoice.  On calling yesterday I was told there was nobody who spoke English I could talk to and sadly my spoken German is noy yet good enough to sort this out over the phone. Does anyone have any suggestions for sorting this out?

Since signing up for Horizon, I have also ordered a mobile phone subscription and this experience is making me feel less confident in my choice!

Thank you.

Ähnliche Diskussionen
2 Monate später

  • RedRoy

    • Beitrag Nr. 2
    • Dieser Beitrag ist in Englisch

    Dear Sani,

    5 days til the payment due date and nobody has contacted me. I can now confirm that my bill includes 79 CHF as other costs (installation fee) even though I was not supposed to be charged for that amount.

    What are my options if nobody contacts me?

    Thanks,

    R

    • Sani

      • Beitrag Nr. 3
      • Dieser Beitrag ist in Englisch

      Hi @RedRoy,

      Welcome to upc cablecom. I’m sorry for any inconvenience caused. 

      Your case has been forwarded again to the relevant department.

      They will get in touch with you.

      Kindest, Sani

      • RedRoy

        • Beitrag Nr. 4
        • Dieser Beitrag ist in Englisch

        I am in exactly the same situation.

        I signed up to a Trio package on the phone and a big incentive was the waiving of the sign up/installation fee. Guess what shows up on my first invoice, 79CHF.

        Customer service takes my phone number telling me that somebody speaking English will call back. I have asked twice in the last two days. Nobody calls back.

        Also, I signed up in the middle of the month of August and was told that the charge for that month would be pro-rated. I have no way to confirm that as my first invoice is NOT itemized. I just see 146.89CHF as “Subscription prices and additional services”. No idea what that money is. Trying to obtain an itemized bill also a nightmare (see my other post on this issue).

        Somebody at UPC is not doing a good job.

        Any ideas?

        • Sani

          • Beitrag Nr. 5
          • Dieser Beitrag ist in Englisch

          Hi @stonedj, 

          First: Welcome to upc cablecom!

          We apologize for any inconvenience caused. Let’s turn the bad experience into a positive :womanwink: Your case has been forwarded to the relevant department. They will get in touch with you. In English :-)

          Kindest,
          Sani

          8 Jahre später