SUNRISE Mobile very poor communication service from their foreign customer service operators from ROMANIA & TURKEY!
La plainte
I have been a subscriber for Sunrise Mobile for 4 years and I had no problems until last year of November 2016.
I made a call to Sunrise customer service center and my call was transfered to a Romanian call center, the name of the operator was Stefan, I asked Stefan if I am able to have my subscription suspended for 2 months because I will be travelling abroad and I do not wish to use it, Stefan informed me that it is not possible and it is only possible, if the suspension is for 3 months which I agreed, Stefan also asked me to provide my flight details so that it can be done and our communication was clear and everything was in order, as Stefan has assured me that my subscription is suspeneded.
I was already on my holidays abroad on December 2016, when I noticed that I was still receiving notifications from Sunrise, I decided to call them again and I was informed by a person from a Romanian call center that my account was not suspened and he apologized and Mario had given my account a voucher of CHF 77 and Mario has assured me that my account is suspended.
ON January 2017, I was again surprised that Sunrise was again still charging me the subscription which I was not using, I decided to write them a complaint letter, and it was only after more than 2 weeks that they have replied which again based on the reply of Mr. N.C. does not make sense at all. So I decided to write back to SUNRISE but SUNRISE never replied on my 2nd letter, and instead started sending me bills, late charges and legal threats.
My main point is if the suspension of my account was not possible, then why is it that these customer service representatives from ROMANIA has assured me that it was possible??? These people could have contacted me on my phone to inform me properly about it. Every phone conversation on SUNRISE is recorded as advised on their automated service so I am sure that they can look into this matter.
My second point is why is it that SUNRISE is still charging me the subscription rate when I was not even using their service from December 2016 up until this day???
Clearly SUNRISE is not really doing a good job at their customer service and communication and they are only interested in taking their subscriber money while threatening them ridiculous charges for subscriptions which I have not used.
I have already made a payments totalling around CHF607.50 for the services that I did not even use and up until now I am still not able to use the phone!
Les attentes
- Remboursement CHF 240.-
- Explications
- Autre POOR CUSTOMER SERVICE COMMUNICATION overcharging for a subscription that I did not use!
La réponse
Sunrise 29.03.2017
Dear customer
Thank you for your feedback. Our quality management will get in touch with you shortly.
Kind regards,
Sunrise quality management
GIL 29.03.2017
I just want to add these points in connection with my complaint,
MY CASE ID IS C33259384
1. If the suspension of my account before I went on a holiday on December 2016 was not possible, then why is it that your operator ( Stefan) did not advice me about the matter? Instead, Stefan told me that it is possible to do it for 3 months and asked for my flight details, and Stefan has assured me that my account will be suspended.
2. As for the reply of your customer service representative from Turkey named N. C., it is just surprising how incompetent and it seems that this person has no clue of the issue that I was raising, because all this person N.C. replied was, “my phone was not suspended, because
if it was, then I should have received a notification”??? my point is, I was not told anything about this matter during my conversation with STEFAN, and MARIO whom I spoke to during my holiday abroad, I had to make that call (to SUNRISE) because I was getting notifications and bills from SUNRISE even though “I WAS TOLD” by Stefan on November 2016 and again by MARIO on December 2016 that my account is suspended.
3.Why am I being charged, for the subscription rate, if I have not been using my phone since December 2016 up until this month March 2017.
On my 2nd letter of complaint last January 2017 which “Sunrise Quality Management” DID NOT REPLY, I asked if they can give me an address here in Switzerland wherein I can contact and even speak to a SWISS person so that I can raise these issues, but no reply or attempt to contact me was done.
Last March 27, 2017, I decided to go to a Sunrise Branch in SIHLCITY to raise my concerns, the staff has clearly seen, based on my records that my 2nd letter was ignored, so he (SUNRISE STAFF) made another note and I was told that I will be contacted, but up until now no contact has been made, and again I was given a number wherein I end up speaking to A ROMANIAN CALL CENTER OPERATOR and was again transferred to A TURKISH OPERATOR then was again passed to a ROMANIAN OPERATOR??? Its a big JOKE!
What I do not understand is…Why is it that a person who is living and working in Switzerland and paying for a supposed “SWISS QUALITY SERVICE” has to be directed abroad and speak to a foreign robotic call centre employee who either gives the wrong information, does not even make a follow up call, and has no clue how to deal with the main issue?
Why is it not possible for me to just do my business dealing and communication in a SUNRISE Swiss Branch, where I can speak to a someone in person, raise my concerns and have my contract with SUNRISE TERMINATED because of your “QUALITY SERVICE MANAGEMENT”
If you do try to contact me, then please direct me to one of your many branches in ZURICH, SWITZERLAND.
MY CASE ID IS C33259384
Les attentes
- Explications
- Autre VERY POOR COMMUNICATION AND CUSTOMER SERVICE