Complaint: issue with incorrect monthly bill amount

Stiotioweu73

Hi All,

I am posting this message here to see if anyone else is facing similar issues with Swisscom.

In short: I have had a phone conversation with a representative about my Internet & TV last year in July last year and after agreeing on the new promotion to be applied to my account, all subsequent monthly bills have been incorrect (higher amount than the one agreed). I called dozens of times (no exaggeration here), tried to escalate with a manager, but without success. In the end, I wrote a lengthy letter to the complaint department detailing (1) on the agreed upon price not being honored and (2) the horrendous treatment I have been encountering as a client.

To my surprise, the person from the complaint department (S. M.) did not address the issue #1 detailed above. To make matters worse, he perpetuated the same behavior as the last representative that directed me to the Complaints department.

I am drafting a letter and will send it by post to Bern escalating this to Christoph Aeschlimann, the CEO (I kid you not, this is the name Mr. Savio M has provided me). In addition, I have contacted the two main Consumer Protection agencies in Switzerland and have reached out to several media outlets (TV and Newspaper) to bring to the attention of the public the issues I am facing.

Has anyone faced a similar problem with Swisscom? How did you go about fighting for a resolution? I have compiled the list with all the calls I have made (dates and times), names of the representative, recorded calls, and emails. The only two threads I found on this forum are the ones below (see links), that were posted by @Priottaufa19 and @Darjiling.

https://community.swisscom.ch/t5/Mobile/How-to-contact-the-complaints-department/m-p/713495

https://community.swisscom.ch/t5/Archiv-Internet/Unwanted-techincian-and-bills-during-switch-from-Vico-Casa-to/m-p/417793

Thank you to all for your support. I will keep you posted on the progress I make.
Stiotioweu73

Black Mamba

@Stiotioweu73

Community - Customers help customers

The situation is certainly very unpleasant, but unfortunately only Swisscom employees have access to the customer file, so it is not in the forum that concrete answers will be provided.

Stiotioweu73

Thank you @Black Mamba for your message.

While your statement is correct (regarding customer file access), there are laws that govern consumers' rights and how these can be accessed from the outside. My question is aimed at finding the official avenues of holding Swisscom accountable for their promises.

For example, I have reached to Ombudscom for an arbitration process. This is what I hope to achieve through this post: escalate this to the appropriate board to investigate my complaints.

Gaeilgeoir

@Stiotioweu73 I think it is not to correct place escalate your issue, as it is clearly a "customers help costumers" community, even if some Swisscom coworkers (the moderators) are normally reading here, I fear the persons to who you intend to escalate this, don't do. A way for complaints is the official channel here:

https://www.swisscom.ch/en/residential/help/contact.html

Stiotioweu73

Thank you @Gaeilgeoir.

I asked the question to see how other customers handled a similar situation.

P.S. I did in fact submit a complaint through the official channel, but without success.

Gaeilgeoir

@Stiotioweu73 wrote:

For example, I have reached to Ombudscom for an arbitration process. This is what I hope to achieve through this post: escalate this to the appropriate board to investigate my complaints.

@Stiotioweu73 I referred to the above and it won't do much good here. The whole thing is very unpleasant and I wish good luck that this can be resolved.

bitracer

Not to minimise your pain, but maybe it was a misunderstanding. Swisscom is not perfect, but they stick to the commitments they make.

It makes sense to hold discussions regarding offers and promotions through the chat. You have a written trace that is easily accessible. Conversations are usually also recorded, so you might have some luck there.

Stiotioweu73

Kind of hard to understand it as a misunderstanding @bitracer, but thank you for your message nonetheless. Even after I provided written proof, the credit that was due was not applied retrospectively. This does not leave many options other than to pursue this further via available dispute or legal means I am afraid.

I am in talks with "20Min" media outlet to release a press release and will provide more details once available.

bitracer

The best thing to do is to talk to them and see if they're willing to credit some amount towards your next bill as a goodwill gesture. Slandering them in the press might be counterproductive.

Remember that agents are limited as to what they can offer you as retention package. Probably what you want is not foreseen, that's why I said that there was a misunderstanding. Maybe there was a confusion during the negotiations as to what you'll be getting. Obviously Swisscom thinks that they're fulfilling their part of the deal.