yallo problem

Dear Sunrise,

I signed a prepaid contract with Yallo a couple of months ago (all-in-one 40). I recently decided to move to postpaid. The contract started when I clicked the button on the web, but the sim card didn't arrive for days. Then I called the support, where the guy said, they already sent the sim, it should be there.

But the sim didn't arrive. He verified my address again and ensured me, that he will open an urgent case for me and they are going to resend and it will be there in 1-2 business days. I waited for 3 more days, then I called them again, saying still non of the 2 SIM cards arrived.

The guy just kept repeating himself: I am going to open an urgent case for you, 1-2 business days and the SIM will be there. Of course I waited again for 2 days, then I called again.

When he started to repeat the same thing for the 3rd time, I asked him to cancel the contract. He said it is fine and he cancelled it as to my request.

I was already without cellular network for a week now, since my previous prepaid was cancelled a week before. I haven't received any apology even after I decided to leave the contract.

The worst thing is - besides spending lot of money for useless support calls and not having phone for a week - that they even charged me the whole SIM activation, 49 CHF, though I never received any sim card. (see attachment)

I'm really disappointed, that the only contact who I could reach was the same support personnel, I felt really helpless all the time I called them.

I'm going to pay the bill they charged me, because I saw some really bad things about this company in forums regarding how much they can charge afterwards. I'm afraid, if I do not pay this, it will become even worth.

However, I would like to ask for a refund of this amount (which doesn't even include all the money spent for useless calls.)

Thank you in advance, 
Gabor Deme

• Rückerstattung CHF 49.-