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After a technical update, telephone calls were billed incorrectly by the two providers.
A UPC customer in Zurich and his mother, also a UPC customer, suddenly had unusually high telephone bills. During the check, they discovered several calls to the Russian Federation that they had never made. For example, the man’s November bill included ten phone calls with the destination “Russian Federation” for a total of just under 50 francs.
Any incorrectly billed calls have already been credited and the credit will appear on the next bill
A request from the two to customer service revealed that there was an error. The woman was told she had to pay the inflated bill first as it could no longer be adjusted. You will receive a corresponding credit note in the following month. The man learned from UPC that there was already a corrected invoice in his customer portal. The customer service representative also told him that it was a “widespread problem”.
079 became 0079
The SRF consumer magazine “Espresso” asks the media office of Sunrise, to which UPC belongs, for an opinion. The problem is known and solved, it says: “In the course of the regular technical renewal of the infrastructure, calls from the UPC fixed network to the UPC mobile network (07x xxx xxxx) were billed as calls to 007x xxx xxxx (Russian Federation).” The error was corrected immediately, but the invoicing could no longer be stopped in some cases.
“All incorrectly billed calls have already been credited and the credit will appear on the next bill,” the media office continues. Calls to the UPC mobile network will not be billed in favor of the customers concerned.