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So I just checked my latest bill and I have been charged  CHF for the reactivation fee. So when you said they credited me, they actually credited me with my own money as I paid 410 to cover a 320 bill.

So I am still getting charged 92 CHF for reactivation fee, and also I still haven’t been credited the 107 CHF that I paid into the account that they incorrectly billed me for.

So we have:

1). UPC mistakenly created two accounts for me.

2). I request they close one of the accounts and they said they did.

3). They send me a bill for 107 CHF and I paid it off as I assumed it was for the correct account…why would they bill me for a closed account. But they actually did bill me for a closed account.

4). I then have my proper account suspended due to non-payment of bills.

5). I end up paying 92 CHF to get my internet reconnected and account unsuspended.

6). Customer service don’t answer my emails where I ask them to credit me with the 107 CHF and the 92 CHF.

7). I am down almost 200 CHF.

It seems like nothing will be done about it now…there’s no point sending anymore emails as the last ones weren’t answered. So yea, down almost 200 CHF and they won’t resolve it.

Hi Anina,

Ok that’s great, I paid in 411 CHF which was for the bill and activation fee and I didn’t realise they had applied 90 as credit, I thought I would be charged approx. 90 CHF for the reactivation in the next bill.

Would you be able to ask them about the 107 CHF that I paid on Jan? That was for the Jan bill for the closed account. The account number is 6414232-1, bill number 131345726. I thought I was paying off the bill for my actual account so I would appreciate it if they transfer/credit that to my actual account.

Thanks for the help.

Brian

Hi Anina,

Yes customer support said I nothing could be done until I cleared my bill, which I then did.

I mistakenly cancelled how much money I lost due to this issue. The amount is in fact 107 CHF for the bill they sent me for a closed account in January. And then I had to spend about 90 CHF to get the account unsuspended due to reactivation charges and an extra fee for reactivation within 24 hours. So the amount I lost was in fact closer to 195 CHF.

I received a reply from the email address express@upc-cablecom.ch that said I would have my account unsuspended when I cleared the bill and paid the reactivation fees, and it was unsuspended.

I did not receive any reply from the email address admin@upc-cablecom.ch when I asked for a refund/credit of the 107 CHF for sending me a bill for the closed account and the approx 90 CHF for the reactivation fees. It would be great if you could follow up this up for me!

Thanks,

Brian

I am posting an email I am sending to UPC here in the hope that it might speed up the process of fixing this problem as I am currently unable to work from home due to an account suspension. Can someone from UPC contact me urgently please? My email address is brianf{at}gmail{dot}com

Firstly, UPC mistakenly opened two accounts for me. Then when I requested they close one of them they still sent me a bill for this closed account (and charged me a reminder fee) which I paid as I assumed it was for my actual account. They also applied the credit (for opening two accounts) to the closed account when obviously they should have credited the account that remained open. I have now lost approximately 250 CHF due to these mistakes and I have an outstanding bill of approximately 320 CHF. And my account has also been suspended so I can’t get work done in the evenings.

Here is the email I have sent. If some UPC representative on this community can speed this process up it would be great as this has really messed things up for me.

---——----——----——----——----——----——----——----——----——----——-

Hi,

It seems that my account has been suspended. I paid my bill in January for the previous months but the payment doesn’t show on the My UPC page. I have just checked and it seems that I paid the bill I paid was for the double account that you were supposed to close, account 64142XX-1. I paid money towards this account because you sent me a bill in January for this account when in fact this account was supposed to have been closed.

So now my actual account 64143XX-1 has been suspended and the bill payment I made to 64142XX-1 was for nothing. Also you credited the closed account with the 108.17 CHF to repay me for opening two accounts for me in the first place. That credit should have been applied to account 64143XX-1. You also charged me a reminder fee and paper bill fee of 28 CHF for the closed account.

I have attached images of the bank payment to the closed account and of the credit applied to the closed account and of the reminder fee charged for the closed account.

In total I have now lost the following amount of money to you:108.17 CHF - credit applied to wrong account (64142XX-1 instead of 64143XX-1)28.00 CHF - reminder fee for account that was supposed to have been closed107.00 CHF - payment I made to closed account when you sent me a bill in January.

So can you please do the following for me:1). Close account 64142XX-1 for good2). Apply 243.17 credit to my account 64143XX-13). Unsuspend my account 64143XX-1

I intend to pay the outstanding bill on my account 64143XX-1 as soon as you correct these problems. The outstanding amount should be 78.88 CHF (not 322.05 CHF as it says on the My UPC page) when the above problems have been fixed.

Please see the attached images and let me know as soon as possible when the problems have been fixed as I often have to bring work home with me and I cannot do it at the moment due to the account suspension.

Regards,Brian FXXXXXXXXXX---——----——----——----——----——----——----——----——----——----——-

Ok that’s great Frida. By the way, have you any idea when I will receive the internet modem/router?

Hi I live in Zurich and ordered a TV + internet bundle a few days ago and I have received two HD TV Recorder boxes. I have also recieved UPC letters in German and in English with two different account numbers. So I believe you have signed me up to two separate accounts. Can you please contact me so we can sort this out.

Regards,

Brian