InOne package

Dear Customer Care Team,

Phone number: 0794571141,

I am writing to you to raise an issue about my inOne package at Swisscom on September 24th, 2017.

In May 2017 I contacted Swisscom Customer service to notify them that I will be moving houses sometime in July. I provided details of my new address and the lady helped me to close my account and open a new one when I will be ready.

I also asked her if I can move my Yallo mobile number to Swisscom to allow me to keep my old number as well as matching the unlimited calls from Switzerland and EU to EU that Yallo was offering me for 35 chf per month.

The lady forwarded me to another person, responsible for the mobile section. I spoke to the gentleman and described him which services I wish to have and he told me that Swisscom can offer me unlimited calls to EU as well as unlimited data within Switzerland and some extra free GB when I am abroad. The price was almost 3 times higher than my previous mobile contract (Yallo) but I was still happy to switch given Swisscom's reputation for exceelent service.

I contacted Yallo and asked them to forward my account to Swisscom and close my account from their side. They told me that the 30th of June my account will be free to move to any other network I wish.

In the meantime, I moved to my new address and I called back Swisscom customercare and asked them to update my address to the new one. The lady said she will update it for me and that I have not to worry.

So I waited until the 30th of June and there were no updates from Swisscom. I was without a phone for that day and I panicked as I could not use my mobile phone to accept calls from my clients. I right away went out and searched for a Swisscom store.

I found one in Morges and I walked in. I asked the person to have a look on my account and see what is happening and why I do not have my Swisscom SIM yet.

He apologized and he had a quick look on my account. The gentleman contacted your technical support hotline and asked for an update to my case. He told me that he did not have the new address registered on my Swisscom account but only the old one. I told him that I contacted Swisscom Customer Service and they helped me to updated my address and also they assured me not to worry! So I asked him if he can update it again through him and he said he will ask the Technical Department to do it for me. He called back again and he asked them to do it.

Meanwhile I asked him how long I will be without a phone and he was not able to give me an estimated date. Then I asked him if I can just do a new SIM card contract ON THE SPOT then and there as I really really needed to use my phone for work.

I asked for a mobile package that gives me UNLIMITED CALLS to EU as I have clients from the UK, GREECE and GERMANY. In addition I asked for the highest internet speed Swisscom provides. He told me yes that the package has all those and then he told me that if I purchase an internet package for my new home I will be getting a better combined offer. So I agreed and signed the contract for both mobile and internet services by Swisscom. The gentleman activated my SIM card and I was really happy, even though I had to update more than 200 people that I have changed my number and also my websites, but I was at least happy with it. The Internet would be also activated in a couple of days so all was good.

On the first of July, I moved to the new apartment and I had no internet as promised. I was very annoyed and I contacted Swisscom and asked them why my internet is not working yet. They told me that the internet was active in the old address meaning I was paying for a service I was not using. So AGAIN nobody updated my account to the new address. I asked the lady to deactivate the internet access on the old address and activate it to the new address. So she did and FINALLY I had access to the internet.

After a few weeks I received an email with a shocking bill amount and I was very surprised. So I tried to login onto my swisscom account and I found out that I was actually CHARGED for ALL CALLS TO EU.

Straight away, I felt tricked by both Swisscom staff. They both did NOT explain to me that I have to go to an EU country in order to call to EU. Which is really silly, since I live in CH how I am supposed to travel to an EU country and call to another EU country? Is that a joke or something as I really can not understand how your system works. So every time I need to speak with my customers, I have to drive to France or Italy in order to get the UNLIMITED CALLS enabled?

I was paying 35 chf with Yallo and was calling UNLIMITED to EU. I felt deceived by Swisscom and after being for almost 2 years of loyal boradband customer, to be treated as such was truely unacceptable.

In order to finalize this case, I am asking Swisscom to come to a final agreement about the JULY and AUGUST bills. I am happy to pay the actual promised monthly fee of 160 CHF for each month but I do not agree with the extra fees that was charged without my knowledge on my account and insist on being reimbursed for the inconvenience, lost time and misleading service I was provided.

I look forward to a prompt response.

Yours faithfully

Christos Mavridis

Reference:
Address: Route Du TOnkin 3B , Bouveret, Valais, 1897

• Rückerstattung CHF 421.26.-