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Old 01.05.2019, 14:36
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Charged for mobile call that wasn't made! Sunrise

Hello

I'm curious what y'all think about this.

On one of my Sunrise lines, an international call has appeared, which I did not make. The cost is 61CHF and it was to a number in France for about 30 minutes.
At the time the phone was on the local network in CH.

I know for certain I did not make this call. I have checked phone history. I also rang the number from Skype and it seems to be some business or other, which, obviously I do not recognise. (The office phone makes international calls, and at 10am on a weekday morning, I would make any call I needed to from there.)

Since mobile phones are obviously automated and everything is done by computers, I think it's very strange to have such a charge - but I don't have any idea how I would prove I didn't make the call. I have never had this experience on any mobile network before.

The customer service didn't seem terribly enthusiastic about doing much about it - I wonder what your thoughts and collective experiences on this are?

61 francs would not buy or sell a household but I think it's wrong to just hand over the payment without putting some kind of rightful objection up about it.

Anyone have thoughts on the matter?

Thanks!
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Old 01.05.2019, 14:37
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Re: Charged for mobile call that wasn't made! Sunrise

I should add - the call was made on a roaming network in France, to a French number, while the phone was on the Sunrise network in Switzerland.
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Old 01.05.2019, 14:46
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Re: Charged for mobile call that wasn't made! Sunrise

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I should add - the call was made on a roaming network in France, to a French number, while the phone was on the Sunrise network in Switzerland.

Are you sure it was connected to the Swiss network? You often do not notice when it switches to another network and then you are charged for a roaming call.
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Old 01.05.2019, 14:49
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Re: Charged for mobile call that wasn't made! Sunrise

Yes, that can happen, but I know the call wasn't made. The phone records also show that it was connected to Swiss network for data all day.
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Old 01.05.2019, 14:56
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Re: Charged for mobile call that wasn't made! Sunrise

Is that number on the list of calls made on your monthly bill?


It has happened that people sat down with their phone not locked in their pocket and through that it dialled a number. Or somebody in the office pinched your phone.
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Old 01.05.2019, 15:27
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Re: Charged for mobile call that wasn't made! Sunrise

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Yes, that can happen, but I know the call wasn't made. The phone records also show that it was connected to Swiss network for data all day.
no they don't
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Old 01.05.2019, 21:20
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Re: Charged for mobile call that wasn't made! Sunrise

Maybe try calling the customer service again, the help they provide often depends a lot on the person who takes your call...
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Old 02.05.2019, 16:26
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Re: Charged for mobile call that wasn't made! Sunrise

Whilst the service may seem all high tech and futuristic, often the technology behind it is clunky, creaky and not as slick as you imagine. At all.

Not a Sunrise user myself, but I have to call my mobile provider at least once every 2 months to query something. Free calls that have been charged for, numbers I never called, consecutive calls charged at different rates.

They often occur when a foreign provider sends call charging data in and my provider processes it. And presumably applies the wrong code. (I'm guessing lots of this has a manually intervention, judging by the errors).

The only way is to call them, and keep on until you get an answer.

Regards

Ian
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