(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 ****.)