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Old 20.04.2012, 14:58
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Sunrise contract termination frustrations

I originally signed up for what I thought was a 12 month contract for 3G mobile broadband. When I tried to cancel after 11 months, they told me that my contract was for 24 months. I confirmed over the phone that I wanted to cancel anyway but was prepared to pay out the contract to the end of the 24 months.
The package was completely useless as it had limited download capacity. I used this up in the first week of the month and then it didn't work for the remainder of the month. I asked to increase the capacity, but apparently it is fixed and it doesn't matter if you are prepared to pay extra for additional capacity.
The problem was all the documents they were sending me were in German, so I didn't really understand what was going on. Anyway, I agreed to pay out the rest of the contract even though I was no longer using their service. I sent them a cancellation letter 5 weeks prior to the end of the 24 month period, but they didn't accept the termination and signed me up for a further 12 months. I refused to pay, but not sure what I can do now that intrum are after me. They are telling me I now owe over CHF 1000!
If anyone has any advice, please help.
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Old 20.04.2012, 15:08
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Re: Bad experience with Sunrise

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I originally signed up for what I thought was a 12 month contract for 3G mobile broadband. When I tried to cancel after 11 months, they told me that my contract was for 24 months. I confirmed over the phone that I wanted to cancel anyway but was prepared to pay out the contract to the end of the 24 months.
The package was completely useless as it had limited download capacity. I used this up in the first week of the month and then it didn't work for the remainder of the month. I asked to increase the capacity, but apparently it is fixed and it doesn't matter if you are prepared to pay extra for additional capacity.
The problem was all the documents they were sending me were in German, so I didn't really understand what was going on. Anyway, I agreed to pay out the rest of the contract even though I was no longer using their service. I sent them a cancellation letter 5 weeks prior to the end of the 24 month period, but they didn't accept the termination and signed me up for a further 12 months. I refused to pay, but not sure what I can do now that intrum are after me. They are telling me I now owe over CHF 1000!
If anyone has any advice, please help.

http://www.englishforum.ch/tv-intern...t-sunrise.html

At least 2 months before the contract expires, you would have to give notice ( kündigung ) to evade the auto renewal.

Sample letter if needed:

Quote:
REGISTERED
Telephone / mobile phone subscription provider
Handy Road 77
PO Box
CH - 8000 Zurich

Zurich, 20 April 2012


Mobile subscription contract termination



Dear Sir / Madam

I hereby announce the completed subscription contract with your mobile phone within the time limit to 29.06.2012

or as a precaution to the next permissible date.

Terminate my account number: 80000000
My phone number: 079 000 00 00

Sincerely

Peter subscription

Quote:
EINSCHREIBEN
Telefon / Handy-Abo Anbieter
Handystrasse 77
Postfach
CH – 8000 Zürich

Zürich, den 20. April 2012


Kündigung Handy Abovertrag



Sehr geehrte Damen und Herren,

hiermit kündige ich den mit Ihnen abgeschlossenen Handy Abovertrag fristgemäß zum 29.06.2012

bzw. vorsorglich zum nächsten zulässigen Termin.

Meine Kontonummer kündigen: 80000000
Meine Handy Nummer: 079 000 00 00

Ich bedanke mich für das mir von Ihnen entgegengebrachte Vertrauen und verbleibe

Mit freundlichen Grüssen,

Peter Abo
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Old 20.04.2012, 15:13
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Re: Bad experience with Sunrise

Thanks, but thats no use to me now. Do you know if there is anything I can do now? Is it worth contesting the payment?
I've found Sunrise customer service to be an absolute disgrace. At one stage I asked if I could send an email. They told me they don't use email at their company. Pretty strange for a telecommunications company.
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Old 20.04.2012, 15:15
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Re: Bad experience with Sunrise

If you think all else has failed with the Service Provider, you might want to reach the Ombudsman if you think your case has merits:

http://www.ombudscom.ch/fallbeispiel...igungsgebuehr2
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Old 20.04.2012, 15:48
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Re: Bad experience with Sunrise

Thanks jrspet, I'll certainly try contacting them. Will let you know if I have any success.
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Old 20.04.2012, 23:58
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Re: Sunrise contract termination frustrations

These cancellation terms are common here. As Jrspet says, you must cancel at least two months before the end of your contract date. Same for Orange and Swisscom, so I doubt the Ombudsman can help you. BUT, you can probably change your contract (Amend it) to another one, you should talk to Sunrise.
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Old 21.04.2012, 01:01
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I had a similar problem with Sunrise and canceling a contract, except I was fed wrong info and when I did what I was told they told me to take a hike.

Anyways, I spent 15 mins googling and was able to get the VP of customer service's email. I sent him a mail explaining everything and within 24 hours me account was closed and my balance due was wiped. So - look on the net because their email addresses are out there.
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Old 21.04.2012, 03:30
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Re: Sunrise contract termination frustrations

Only way to get out of a running contract easily is usually leaving the country and having a receipt for it...
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Old 23.04.2012, 10:22
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Re: Sunrise contract termination frustrations

Thanks for all the advice. A few of you have mentioned that you need to give 2 months notice. The fact is I gave them 13 months notice, but it was over the phone. Does this not count for anything?
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Old 23.04.2012, 10:30
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No I don't think it does - same problem happened to me. I tried giving notice at 5 months and they told me to call back at 2 months, said I was too early. So I called at 2 months and they said I needed to call at 3 months and now needed to pay another year.
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Old 23.04.2012, 10:31
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Re: Sunrise contract termination frustrations

Giving notice ( in DE Kündigung ) over the phone is valid as they ought to record down the request onto their system. However, in practice they will only accept "notice" up to 4 months prior to contract expiry date ( hoping that you would by then forget ).

If you were to log on to Sunrise Mein Konto ( My Account ), about 4 months prior you will notice offers to renew your contract in addition a gentle reminder that your contract will soon expire.

Although 2 months is required, to play safe I always put a calendar note 4 months ahead, usually to negotiate with the retention department for 1.5 months and if it fails, give them the notice in time i.e 2 months prior.
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Old 23.04.2012, 10:32
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Re: Sunrise contract termination frustrations

It really is a joke. Seems consumers have 0 rights in Switzerland. Once they issue a bill regardless of the circumstances, it has to be paid.
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Old 23.04.2012, 21:09
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Re: Sunrise contract termination frustrations

I agree, I can't see how these auto renew contracts can be legal. You sign up for X-months then after that you should be able to give them a months notice.

Tele2 do this as well but Swisscom don't. They take advantage of this by being able to switch you to their service quickly but then you get stuck with it or a big bill if you don't get the timing right.
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Old 23.04.2012, 21:36
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Re: Sunrise contract termination frustrations

I am unsure if it is legal or not but I do know it ( roll over / evergreen contracts ) exists even in the UK.

UK:

http://www.telegraph.co.uk/finance/p...contracts.html

Germany:

http://www.toytowngermany.com/lofi/i...248964-15.html

CH: Normal flat rental contracts, Mobile ( Swisscom recently ceased this ) etc.

Consumer law on automatic renewal of contracts

http://en.comparis.ch/comparis/press...kuendigen.aspx
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Old 27.04.2012, 10:35
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Re: Sunrise contract termination frustrations

Sunrise is a pain in the ass, always throwing Intrum Justitia at you with fake taxes just so you pay more. Even if you terminate and they confirm it because you have to pay penalties, then you have not terminated your contract and when penalties are over, they sign you up again..Incredible
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Old 27.04.2012, 12:05
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Re: Sunrise contract termination frustrations

I just discoveredI am going to have the same problem with Orange. I thoguht I had a 1 year contract, now I'm leaving CH and they tell me I have a 2 year contract, and that to terminate I pay 800CHF or I keep it for another year.
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