hello :) I’ve been with Yallo for quite some time now. At the start of July, I switched my subscription to Yallo Europe so that I’d have unlimited internet abroad. I remember choosing this package partly because of the unlimited roaming calls. Now for the drama: My customer account on the Yallo app states that I have unlimited roaming calls. Then, in August, I received the bill: roaming charges of 160 francs for calls made abroad. So I called Yallo. At first, the customer service representative told me that I’d made an international call rather than a roaming call, as I’d called Swiss numbers, which is rubbish. Once he realised this too, he said I only had 60 minutes of free calls. My Google search shows that this is actually correct or rather, that Yallo Europe only offers 60 minutes. But I’ve never received any terms and conditions from Yallo. All I have is my customer account in the app. Incidentally, it still says there today that I have unlimited roaming calls. The guy on the phone told me to just send an email. No sooner said than done, and in reply I’m told once again that I only have 60 minutes of calls. I sent further proof that my customer account shows different information. Today I received an email saying they’ll refund half the amount, along with a ‘friendly reminder’ that my screenshot relates to calls made in Switzerland and not to roaming. WHICH, AGAIN, IS NOT CORRECT. Now the question is: should I keep making a fuss about this? It’s true that my plan only includes 60 minutes of roaming calls. But I was never told that; I’m sure I took out the plan precisely because of the unlimited roaming calls. And, sorry, but if my customer account shows something different from what my terms and conditions apparently are - probably due to some sort of system error - it’s not my fault, is it? My plan was to write to them again (with another screenshot clearly showing that these are roaming calls and not, as the lady is trying to make me believe, calls within Switzerland) and, if that doesn’t work, to take it to Ombudscom. But at the same time, I’m not sure whether I might actually be in the wrong, because I simply trusted the information in the Yallo app. What do you think? @nd in case anyone thinks: “80 chf isn’t that much”, for me it is, especially if I feel like I don’t have to pay it… submitted by /u/cinzeletta
Originally posted by u/cinzeletta on r/Switzerland