!!! M Budget telephone invoices - SYSTEMATICALLY incorrect minute prices for months??? | General | Forum

!!! M Budget telephone invoices - SYSTEMATICALLY incorrect minute prices for months???

!!! M Budget Telefonrechungen - seit Monaten SYSTEMATISCH falsche Minutenpreise???

Looking at the Migros telephone bill, it looks like systematic fraud at the moment. This is because it appears that the prices charged per minute are significantly higher than advertised - instead of 5 centimes per minute, they are around 8 centimes per minute.

Migros Support was unable to explain the telephone bill. And admitted that something had been wrong for months! So I had 2 conversations with Migros telephone support.

Worse still, they assured me that the accounts department would get back to me with an explanation. That was almost 2 weeks ago. Nothing has happened.

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All replies (11)

sara_migros

Thank you for your message. Unfortunately, we do not have access to your data for data protection reasons, but we can forward your request directly to customer service so that it can be clarified there. Can I ask you to send us a direct message with your phone number and full name? Best regards, Sara

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AlMiDeCoLi

@nikpopp
Your details are publicly accessible! That's not what was meant by "direct message" (@sara_migros: please be more precise in future!).
Delete your message immediately and send the information via e-mail to migipedia@mgb.ch.

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sara_migros

Hello everyone

I deleted the comment with the full name and phone number and copied out the message beforehand. I'll pass it on like this.

Best regards, Sara

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nikpopp

Update! WORD BREAKS continue!

Migros continues to break its word!

A few days ago, I received a binding promise from Ms. Huber from MIGROS by telephone that I should have received a full explanation yesterday about the presumably systematically incorrect minute prices. Because during the telephone call I received at the beginning of the week after my report on this page, MIGROS was still unable to explain what was going on with the telephone bills.

This was the third contact that did not provide any clarification. And it was the third promise that was not kept by MIGROS. Yesterday, Friday, I did not receive any news from MIGROS, neither by email, nor by phone, nor by letter.

So the WORTBRUECHE continue!

How much longer?

The background:

1. by chance, I notice that in the last telephone bill, the calculated minute prices obviously differ considerably from the advertised tariffs.

2. during a 1st call with the call center there is no explanation. Instead, I am told that Migros will get back to me with an explanation.

3 After a few days, I call the call center again. Migros breaks its word and doesn't get back to me. Once again, I am promised that Migros will get back to me with an explanation.

4 Migros breaks its word again. There is no response.

5 I make a post in this forum.

6 After a few days, Migros contacts me by email and then by phone. A clarification is promised for yesterday.

7 Friday passes. Migros has broken its word again. The suspicion arises - more justified than ever! - that Migros has been systematically issuing telephone bills with incorrect prices per minute for months!
have been issued for months.

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nikpopp

Yes, the suspicion is well-founded. In any case, this is not just a simple typing error. In our case, there are still completely unexplained bookings for various calls: some examples

Landline telephony: national landline calls 50 min 32 s --------> CHF 7.40
Landline telephony: international calls 162 min 21 s --------> CHF 11.40

That's 14 centimes per minute for domestic calls and 6.99 centimes per minute for international calls.

Migros actually advertises at 5 centimes per minute:
https://shop.m-budget.migros.ch/media/responsive/PDFs/Festnetztelefonie_DE_29.06.2016.pdf

We looked at several bills on the hotline. Not a single bill could be explained to me. I suspected that there might be value-added numbers involved. But Migros couldn't name a single value-added number that could have been dialed from our connection.

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nikpopp

The new bill has just arrived. It's still the same game:

99 min * 5 centimes = CHF 5 ### not so with MIGROS ### here it's CHF 9.60

Who has an explanation?

Bildschirmfoto 2017-06-06 um 14.10.20.png

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sara_migros

Hello Nikpop

I have just forwarded this again.

Best regards,

Sara

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sara_migros

Dear nikpopp,

I have just received the information that your case is being clarified and that you will be contacted as soon as the situation has been clarified. Thank you for your patience!

Kind regards,

Sara

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nikpopp

It's good that the case is being clarified. After Migros has now broken its word several times, this is simply not enough. It is also unacceptable that Migros no longer even commits to a concrete timetable - after letting deadlines it had promised pass without taking action. And now, days later, it is being so vague!

Another correction: This is a MIGROS CASE and not "my case". I won't let Migros turn me into a case if Migros really is the case.

A suggestion - there will be clarification by the end of the week. So June 16, 2017, after which I will take legal action and take further steps.

And since this is about systematic miscalculations at the expense of customers - a math problem to conclude: How long did Migros then have to clarify its case?

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nikpopp

Hello
So far there is still no clarification about the many questionable telephone bills.
I have now been referred to https://de.ombudscom.ch/.
As I've been vaguely being taken for a ride for several weeks now, this seems to be the way to go.

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