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Old 14.10.2016, 00:36
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UPC billing problems

UPC sends me bills irregularly which confused me for payments.
They sent bills sometime for 2-3 months and I am not what I am paying for.
As a result, I probably forgot or they did not see one of my bills and they sent this to some place called Intrum Justitia, now this company charges me a lot of money. I explained the situation and showed my e-mail exchanges with UPC regarding this allegedly unpaid bill and hope that will be fairly judged. Because one bill was paid with a wrong reference number but later on I got 2 reminders at the same time and called UPC that I have paid my bills. They saw my payment and I thought the case is closed, after 2-3 months I received a huge bill from Intrum.

I had a very bad experience with UPC, I tried to explain that your system made me confuse and I want terminate my contract. In a single phone call I was directed to at least 5 people. In some cases they forward me to some some english speaker, but they did not know english well and this made communication more difficult. I spent 1/4 day just for this stupid problem. I will never buy any UPC service and do not recommend to anyone.
The customer service, especially in contract termination department, was definitely worst I have ever seen. And the internet connection was also very slow.

Just like they sent unpaid bills to a company we should also be able to complain them somewhere and somebody should send penalties to these kind of companies.

Last edited by 22 yards; 14.10.2016 at 10:56. Reason: Merging two threads
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Old 14.10.2016, 00:40
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Re: UPC billing problems

Go into the UPC shop - much easier to sort things like this out in person than over the phone.
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Old 14.10.2016, 00:47
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Re: UPC billing problems

I previously went to the shop for slow internet problem, they said we can not help you.I would have to call their technical support.
They just make contraction start very easy and termination difficult. The guy in termination department closed the phone to my face. All he repeated was send us a letter, I had to know more details. Actually I sent letter 2 months ago but never received any reply.
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Old 14.10.2016, 08:50
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Re: UPC billing problems

You can try communicatiing on their english speaking community http://community.upc.ch/?category.id=en

or on Twitter https://twitter.com/UPC_Switzerland

In my long experience Cablecom are good at solving problems, it may not be instant but count a week or two.
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Old 14.10.2016, 09:12
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Re: UPC billing problems

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All he repeated was send us a letter, I had to know more details. Actually I sent letter 2 months ago but never received any reply.
Did you send the letter by recorded mail "Einschreiben"? Without being able to prove that they received the letter it is difficult to expect a reply because they can always deny that they have received it. If you send by Einschreiben you can see when they actually signed for the letter and then chase them up on the query.

If I have ever had problems with a company (not replying to queries, unhelpful on the phone or in person) I tweet them and mention I am unhappy with the service. That normally gets them moving a bit faster.
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Old 14.10.2016, 11:52
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Re: UPC billing problems

Unfortunatelly I did not send a registered mail. I even did not keep the bill for letter since I thought this should be OK.

But now, my landlord confirmed me that, they already pays the bills for cable connection which UPC claimed I did not pay in April.
I was also charged another bill around 214 CHF previously. Since their bills were irregular I could not understand and was very busy and just that time.

Now I have paid 214 CHF+ 104 CHF for basically nothing. And still I am asked to pay another 291 CHF since the say I did not do 104 CHF payment (this I paid with a wrong ref number but UPC later on corrected it)
My landlord will call them.

I really want to ask all my money back and also charge them for all stress and waste of time. I am not that reach to have a lawyer unfortunately.
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Old 14.10.2016, 12:40
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Re: UPC billing problems

As I also struggled with them:
- they are billing internet subscription every two months
- they are billing Kabelanschluss every three months
I think I needed more than half a year and to many mails to enable e-billing.
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Old 14.10.2016, 14:14
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Re: UPC billing problems

I have never had a problem with Cablecom billing. They send me an email every month and the reference number is always the same.
Also you can check your bills by logging into MY UPC.
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Old 14.10.2016, 14:24
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Re: UPC billing problems

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I have never had a problem with Cablecom billing. They send me an email every month and the reference number is always the same.
Also you can check your bills by logging into MY UPC.
They do seem to have billing problems. Twice I;ve had my bundle split into three separate charges (telly, phone, net) and the price then jumps considerably. It usually takes a few months for it to get sorted, prompted by me emailing them.

They see the issue immediately, promise it'll be rectified, but it still takes a few months. You really need to keep an eye on the bills and check that any errors have eventually been rectified.
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Old 14.10.2016, 14:30
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Re: UPC billing problems

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As I also struggled with them:
- they are billing internet subscription every two months
- they are billing Kabelanschluss every three months
I think I needed more than half a year and to many mails to enable e-billing.
That's because cable connection and internet subscription are two separate contracts. (*)

But you seem to have a problem with bills and paying them in general.
- You get mail from post box.
- Sort spam from important stuff.
- Check bill for legitimacy.
- Sort bills by due date.
- Either have a day per week, or do this immediately: Enter bill details into internet banking, set payment date a few days before due date.
- On payment date have enough money on bank account.
Done.

(*) The new UPC offers and contracts are now all inclusive now longer separate billing or billing through the Nebenkosten.
If you are confused you should switch to those. Only one bill.
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Old 14.10.2016, 16:33
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Re: UPC billing problems

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That's because cable connection and internet subscription are two separate contracts. (*)

But you seem to have a problem with bills and paying them in general.
- You get mail from post box.
- Sort spam from important stuff.
- Check bill for legitimacy.
- Sort bills by due date.
- Either have a day per week, or do this immediately: Enter bill details into internet banking, set payment date a few days before due date.
- On payment date have enough money on bank account.
Done.

(*) The new UPC offers and contracts are now all inclusive now longer separate billing or billing through the Nebenkosten.
If you are confused you should switch to those. Only one bill.
You talk like UPC representative. The company billed me something that they should never did and even for that I had paid 308 CHF and because of one them was late they they charge me another 291 CHF. What a good business. If they can make mistakes we can also make mistakes. They should not charge me the money that I am not responsible for and do not waste my time.
They offered me the combined package but that meant I had to pay them a few more box per month,making money from everything, I would never do this. Just like they send unpaid bills to Intrum, there should be an official place for us to claim our rights.
Their representatives told me, a lot of customers get confused. They could at least show this in your online account. Beside this, Intrum told me UPC does this to a lot of people.
It means it is a trick making more money from people with poor service.
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Old 22.11.2016, 16:22
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Re: UPC billing problems

My daughter had an experience with UPC very similar to yours. They are a totally incompetent company and their service is almost non-existent. I recommend to have nothing to do with them.

If you do have to deal with them, do not do it over the phone or by email. Go to the shop and make sure everything is in writing because if not, they'll overbill you then run off to Intrum Justitia the moment you dispute anything with them.
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Old 22.11.2016, 16:54
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Re: UPC billing problems

I also have cablecom,

as somebody else said if you log in in their website you can check your billing, I personally receive every month a bill and I can pay directly with postfinance...

cheers
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Old 22.11.2016, 16:57
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Re: UPC billing problems

In Switzerland it seems to work like this: If someone sends you a bill you pay it and argue over it later. I would have thought though that you'd just get a Mahnung (reminder) then a notification of Betriebung.

I called UPC to cancel and they pleaded for me to stay and offered 3 months half price. In my statements I have one month which says "3 months half price" and then it goes back to full price again.

I just switched to Sunrise but am now wishing I hadn't. 4 weeks no internet!
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Old 23.11.2016, 18:04
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Re: UPC billing problems

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My daughter had an experience with UPC very similar to yours. They are a totally incompetent company and their service is almost non-existent. I recommend to have nothing to do with them.

If you do have to deal with them, do not do it over the phone or by email. Go to the shop and make sure everything is in writing because if not, they'll overbill you then run off to Intrum Justitia the moment you dispute anything with them.
Thank you. I will cancel my internet at the end of the year. They paid my money but not all of it, 12 CHF is missing. If somebody is causing a lot of stress and time waste, they should at least offer discount for what they did. I was their customer 3-4 years.
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Old 21.12.2016, 19:50
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UPC customer service on phone are absolute abusive idiots. they advertise as cheapest but that comes with them overcharging on invoices, and not giving a damn about rectifying their mistakes and slapping a fine. I have never received such abusive service and will take to a omundman or lawyer for their abusive criminal activity. gladly pay more for other carriers. DO _NOT USE. Scam artists

the customer service representative started yelling at me over the phone, and asking me 'who I thought I was...'........NEVER use them. I will take it to a lawyer - and this is after they have been overcharging me for months and months and never rectifying - after they did the same earlier in the year with 5 months of back and forth and still no one understands what they did on the billing....

Last edited by 3Wishes; 10.08.2018 at 18:26. Reason: merging consecutive replies
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Old 21.12.2016, 20:07
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Re: UPC billing problems

quit UPS and take swisscom. You will never regret it.
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UPC sends me bills irregularly which confused me for payments.
They sent bills sometime for 2-3 months and I am not what I am paying for.
As a result, I probably forgot or they did not see one of my bills and they sent this to some place called Intrum Justitia, now this company charges me a lot of money. I explained the situation and showed my e-mail exchanges with UPC regarding this allegedly unpaid bill and hope that will be fairly judged. Because one bill was paid with a wrong reference number but later on I got 2 reminders at the same time and called UPC that I have paid my bills. They saw my payment and I thought the case is closed, after 2-3 months I received a huge bill from Intrum.

I had a very bad experience with UPC, I tried to explain that your system made me confuse and I want terminate my contract. In a single phone call I was directed to at least 5 people. In some cases they forward me to some some english speaker, but they did not know english well and this made communication more difficult. I spent 1/4 day just for this stupid problem. I will never buy any UPC service and do not recommend to anyone.
The customer service, especially in contract termination department, was definitely worst I have ever seen. And the internet connection was also very slow.

Just like they sent unpaid bills to a company we should also be able to complain them somewhere and somebody should send penalties to these kind of companies.
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Old 21.12.2016, 20:18
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Re: UPC billing problems

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quit UPS and take swisscom. You will never regret it.
Good advice. UPC are the scum of the earth. I hope all these comments here on this thread lead to an appropriate loss of business for them.
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Old 21.12.2016, 20:45
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Re: UPC billing problems

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UPC customer service on phone are absolute abusive idiots. they advertise as cheapest but that comes with them overcharging on invoices, and not giving a damn about rectifying their mistakes and slapping a fine. I have never received such abusive service and will take to a omundman or lawyer for their abusive criminal activity. gladly pay more for other carriers. DO _NOT USE. Scam artists
We got a saying here: "The way you shout into the forest is the echo".
When I call them I'm relaxed and clear, I get my Fr. 6.00 within the first 5 minutes (it's the amount they can give away to anybody without explanation to the boss it always comes), then I tell them that's very kind yet not solving my problem, flirt a little et voilą I end up with exactly what I want. I'm happy, they had a little laugh and feel good about solving my problem in a long unpleasant night of hotline-work (I always call in the middle of the night, that's when I have my problems with internet) ... when you're "in the right" you don't need to get bitchy.
One even claimed once, if there were a flight he'd bring me the modem personally. ROFL.
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Old 21.12.2016, 21:00
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Re: UPC billing problems

With Swisscom on 27 of every month the bill is online. No paper work.Simple. Check the bill pay finish. The Swiss seem to tolerate all this shit from UPC. Something wrong with them.
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