How to contact the complaints department

Priottaufa19

Hi,

I have a serious issue with Swisscom. I repeatedly called their customer service (over 5 times) warning about something being wrong with the bill as shown in the customer area. Each time I was told it was OK in their systems and not to worry. The issue has materialised, and I have incorrect bills for 2x the amounts.

After over an hour in the phone I was put in contact with a department that said they raised an internal issue, and that I'd get a call. 5 days later, no one has called.

I am trying to find the details on how to contact the complaints department, but even the 'General contract' on the website is not providing any phone nor address for this purpose. Where can I find one, or do I just need to escalate to some arbitration/lawyer level to achieve a response?

Gaeilgeoir

Priottaufa19 It is really annoying.

A complain channel is here:

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

There you can also choose subtopics.

Priottaufa19

Yes, the problem is none of those is 'complaints department'. Just a 'contact us', not somewhere to escalate your issues to.

Swisscom seems to make contacting them with complaints extremely difficult, even their General T&C (https://www.swisscom.ch/content/dam/swisscom/nl/rechtliches/res/agb-dienstleistung_en.pdf) don't give indications on how, they only state they can do whatever with your account if they so please

So you are trapped in a circle of people that don't help and 'cannot do anything' as they are just 1st line support.

LeylaG

Hello @Priottaufa19

According to your file, I confirm that your request is still waiting to be processed by our Claims Department.

I kindly invite you to wait to be contacted directly by my colleagues.

If you contact our regular customer service for the same request, they are not allowed to handle it.

Thank you for your understanding and patience.

Griedieseiss35

Sorry I have a same problem but a different issue with my friend when he visited Swisscom! But how do we contact the complaint department for Swisscom concerning the staff attitude!??

Gaeilgeoir

@Griedieseiss35 Please take a look in my answer from above

This is a clients help clients community, we are clients like you and can't do anything. As this is a public forum, please remove the name and number, especially as these are not your own personal data. To do this, click on the gearwheel above your post and then on "Edit reply".