ESAT BB overcharge ?

jman

Last June my father order the ESAT BB free trial. He decided to stick
with it after the free trial period was up. Late October he was
charged €185 to his credit card with no explanation. Even if you factor
in connection charge of €90 and two months in advance it still does
not add up to €185. He's contacted ESAT customer care numerous
times for an explanation/breakdown of the charge but has got no
satisfaction. They keep referring him to his online bill, however there
is no breakdown there. The latest response from ESAT was basically
"if you don't like it, tough, because your locked in for a year now".

He does not mind paying he just wants to know what exactly he
is paying for .. but to say the least is appalled at their level of
service/customer care.

Anyone else come across this or be able to throw any light on
the issue ?

Cryos

I remember reading phantom charges somewhere on boards, it doesnt seem to be anything new.

spongebob

email Bill Murphy , he'll pass it to a minion who will finally explain it .

This opaque billing system of theirs is ESATs greatest enemy.

M

kensutz

I got charged €600+ for this quarterly bill yet I've only got one in late September. I rang ESAT up and they said to cancel the direct debits until they sort it out.

Diabolus

jman wrote:

Last June my father order the ESAT BB free trial. He decided to stick
with it after the free trial period was up. Late October he was
charged €185 to his credit card with no explanation. Even if you factor
in connection charge of €90 and two months in advance it still does
not add up to €185. He's contacted ESAT customer care numerous
times for an explanation/breakdown of the charge but has got no
satisfaction. They keep referring him to his online bill, however there
is no breakdown there. The latest response from ESAT was basically
"if you don't like it, tough, because your locked in for a year now".

He does not mind paying he just wants to know what exactly he
is paying for .. but to say the least is appalled at their level of
service/customer care.

Anyone else come across this or be able to throw any light on
the issue ?

Call 1904 and ask for a supervisor or team leader.
Get them to explain it and relay your past experiences in a controlled manner.
They should sort that out for ya

mburke

Guys,

I joined Esat last December and the first correct bill was debited from my account this month. Recently they overcharged me by 172 euro and said they could not refund it back to my credit card, after a long heated debate with customer care and the accounts department i got it sorted. The accounts department are seperate to customer care so if someone in customer care promises you anything you should get their details and then ring the accounts department.

Best advise is to keep onto them and keep all dates, times and details of who you are talking to.

Best of luck with them.

Diabolus

Mburke is right...
Take a note of names and contact the acc department.
You have a right to get the charges explained to you.

SantaHoe

jman wrote:

They keep referring him to his online bill, however there
is no breakdown there.

Online bill?!
When did this happen? also where is it?
I've been with Esat BB for a year now and the only way I can tell what I'm being charged is through bloody bank statements or online banking.

jman

Thanks for all the replies.

The online bill service is available when you login to the esat site.

My father finally got ESAT breakdown mailed to him. It makes no
sense and from what he can tell he got 2 months free trial and then
they started charging him €47.?? a month.

He plans to put this case history including all accompanying evidence
etc in writing and send to them aswell as follow up with phone call.

He's relatively new PC user and was delighted with BB when he got it,
but this experience aswell as treatment by ESAT customer care has
left him scalded !

Diabolus

Best of luck jman.

Also the esat site is www.esatbt.com you can access acc info and pay bills there now. Also you can change passwords!

jman

So after some more phone calls and finally getting a breakdown of the bill
in the post from ESAT the €185 charge breakdown was as follows.

- 90 install fee
- 78 two month fee
- 17 two month fee

We "assumed" the €78 was a two month in advance fee and the €17
was two months previous - free broadband period = arrears. The invoice
did not offer any explanation so after a final phone call he confirmed
what he suspected, that was €17 was indeed an arrears charge and
the €78 an advance charge.

So this all makes sense now but why ESAT could not have explained
this first time around is baffling. In addition why their online a/c service
does not show this is also baffling. This would have saved a lot of time
and frustration all around.

Thanks again for all replies/comments.

sillild

http://www.iol.ie/broadbandplus/bbp_faq.htm

If you go to the link above and check out How much will it cost in the FAQ you will see the self install charge is 80 euro. When I queried my bill they credited my account with 10 euro

Woo