Looking for help over Emobile

masterofmyth

Hi there.

I'm looking for help and hoping someone on here might be able to somewhat help. A salesman from Emobile came to my dad at the end of Janurary and he gave the speech of how he could save money with mobiles with Emobile and he offered my Dad a two week free trial with them to see how he liked it. Now my Dad being my Dad thought it was going to be a bargain and signed up not only himself but me, my brother and his friend to try it out. The salesman said that he'd be in touch after the two weeks to see how we liked it and if we didn't want to stay just pop the phones back up and no problem.

The phones didn't come until late Feburary and then coming up to end of the "trial" my Dad got a bill in and they took the money out of his bank account, after the salesman said all he needed the bank number was to legally release the phones to him. Whenever we try ringing the salsman it's always voicemail and when he phones back his response is 'I was in a meeting and I have to get back to you' and you hear nothing. After numerous phone calls to their customer service I found out what the salesman has done was the form my dad signed, which he was told was for the trial, the guy filled it as a 12 month contract with them!

The salesman finally got back to us the other day and he said that we could be released from the contracts and I went to 02 yesterday to switch back to them but Emobile won't release my number back because of the contract my Dad signed.

Does anybody know what can be done? They've acknowledge the whole trial thing cause they reimbursed the money they took from my Dad's account the first time so surely they can't keep us in the contract after they lied and we were phoned and told we can switch back??

cookie1977

How was your dad able to sign up you to a 12 month contract? Normally the person themselves can only do this. I would query this first unless there's something you're not fully explaining to us

masterofmyth

It's one of the many things we're wondering. For me I'm guessing it's not as tricky since I was on Prepay so I didn't have any contracts signed but for my brother and my Dad's friend they were both on contracts and they didn't sign anything but yet they were cut off from their numbers. The guy in 02 store yesterday couldn't understand it either.

My Dad wasn't aware that what he signed was a 12 month contract, the salesman said it was for the trial and to say he had the phones. No where on the form, we have a photocopy of it does it say that he was signing up for 12 month. It's just a whole mess and everytime we think we've gotten somewhere something else has come up!

RVN10

But what gave your dad permission to move his friend and your brother? That's totally against data protection, this sales guy could get in serious trouble for moving numbers without other people signing contracts. Likewise to emobile for allowing it happen.

cookie1977

Well in relation to your brother and dad's friend, thats illegal as they didn't agree to it nor sign anything to say they did. So they should be released immediately. I'd request emobile to supply evidence of them signing contracts or verbally agreeing over the phone. If they cant (which they wont), then they should request being released from contract immediately or comreg will be contacted. In your dad's case he just needs to keep hassling emobile to be released from contract due a lie (free trial). If they keep saying no then he needs to contact comreg who will be able to help. Keep all correspondence (times of calls, emails, paper evidence, names etc...) for evidence of dealing with them and eventually your dad should be released from contract. Escalate in stages. Contact emobile first, if they dont/wont help then contact comreg for assistance. Hope this helps

PS after they have contacted emobile about the problem and if emobile refuse to comply then write a letter to your bank requesting a stop to the direct debit. The bank will just need evidence of correspondence you've had with the company requesting to be released from contract and for emobile to stop charging you. The bank can then reverse any direct debit charges that emobile try to take from your accounts

masterofmyth

RVN10- my Dad was told that for the "trial" it would move our numbers for it and then we'd be moved back after the trial no hassle. It didn't happen at all of course and three months later we're still trying to sort it all out. I was told by one of the guys on Emobile that the salesman who came to us was being investigated but they've still done nothing to sort ours out.

Thanks for the advice cookie1977. My Dad is going to go into his solicitor this week if it's not resolved by tomorrow and he's already been onto the bank about getting it sorted.

I rang Emobile again to see why they were holding my number when we were given the all clear to switch back and was being lied to by the person on the phone that no transfer had been requested when 02 had phoned me two minutes before hand telling me what was going on and then she tried to backtrack!

I'm thinking of getting a new number and shut down my number that Emobile have locked. But I don't know if that's possible or not?

Thanks for the advice btw.

cookie1977

Well you can get a new number of course but to me that's letting them away with it. That's up to you though.

For your own stresses (and your fathers) I wouldn't necessarily get a solicitor involved just yet as it'll cost you. Try emobile again and tell them you'll be getting comreg involved if they dont sort what they already have acknowledged is their mistake.

The bank will only require evidence from you, that you have tried to get emobile to cancel the direct debit, to enable them to reverse any direct debits taken by emobile.

Let us know how you get on.

cookie1977

Actually thats bizarre that they're not releasing your number since you're on pre pay. What reason did they give you for not releasing it?

masterofmyth

Sorry I meant when I was 02 before the move I was prepay. They moved movedme to bill on Emobile. They said that there js an outstanding bill on the overall account and cant let me out till it has been cleared. Trying to tell her that the balance thing is trying to get sorted and then she told me to phone business service tomorrow.

You're.rigjt about switchinf numbers. It is letting them away with it and I wont. Will let you know what happens tommorrow.

cookie1977

Ok that makes sense now. You should then follow the same procedure as your brother and dad's friend. Ask emobile for proof of your contract agreement.

iMax

I know someone who used to work for emobile. They're a horrible company both to work for & be on.

This guy is the head of sales at emobile & this guy is the director of emobile their email address will be firstname.surname@emobile.ie. You should also register a letter them.

If they illegally moved your number (each accountholder has to write a letter authorising the move of their number from prepay or postpay to another network), comreg have a fine of €5,000 per "Slamming" incident, so there's theoretically €15k in fines right there. The only ones who can move a number of numbers from network to network is the authorised contact on that account & they also have to be a director of the company.

You need to go right to the top & let them know that you know & understand your rights. They're not afraid of being sued, there's people suing them every day & every case justifies the money they pay their legal department.

If you just get another number, they'll just keep charging you for the other one. If you put a stop on the direct debit, they'll cut you off.

Best of luck.

Max Power 2010

iMax wrote: »

I know someone who used to work for emobile. They're a horrible company both to work for & be on.

This guy is the head of sales at emobile & this guy is the director of emobile their email address will be firstname.surname@emobile.ie. You should also register a letter them.

Both of which have left the company in recent months.

It looks like your account has gone into arrears, although it was a trial, so EMOBILE messed that to.

Best thing to do is call there credit control 014307056 explain and get the account status reactivated, call O2 and port out.

You should send a registered letter too, because their is a lot of Data Protection issues their!

iMax

Wasn't aware they'd left the company. Hardly surprising. The whole thing is a mess in there.

BTW, meant to say, there's no such thing as a two week trial with a mobile phone company. That's only half a billing cycle. Impossible to do.

Max Power 2010

Sounds like the sales guy was playing off the 14 day "Cooling Off" period.

cookie1977

It's the way you tell it isn't it

RVN10

Seriously what ever you do , do not allow this to pass , I'd be seeking some sort of compensation for this. It's absolutely outrageous and like wise from this sales guy I would want compensation just because he is under investigation they can investigate him for you too. It's astonishing to know that a company like emobile is allowing this carry on.

Davy

Moved to eircom, as steve from emobile should be able to help you in the morning

eMobile: Steve

Davy wrote: »

Moved to eircom, as steve from emobile should be able to help you in the morning

Thanks for sending that over Davy.

masterofmyth wrote: »

Hi there.

I'm looking for help and hoping someone on here might be able to somewhat help. A salesman from Emobile came to my dad at the end of Janurary and he gave the speech of how he could save money with mobiles with Emobile and he offered my Dad a two week free trial with them to see how he liked it. Now my Dad being my Dad thought it was going to be a bargain and signed up not only himself but me, my brother and his friend to try it out. The salesman said that he'd be in touch after the two weeks to see how we liked it and if we didn't want to stay just pop the phones back up and no problem.

The phones didn't come until late Feburary and then coming up to end of the "trial" my Dad got a bill in and they took the money out of his bank account, after the salesman said all he needed the bank number was to legally release the phones to him. Whenever we try ringing the salsman it's always voicemail and when he phones back his response is 'I was in a meeting and I have to get back to you' and you hear nothing. After numerous phone calls to their customer service I found out what the salesman has done was the form my dad signed, which he was told was for the trial, the guy filled it as a 12 month contract with them!

The salesman finally got back to us the other day and he said that we could be released from the contracts and I went to 02 yesterday to switch back to them but Emobile won't release my number back because of the contract my Dad signed.

Does anybody know what can be done? They've acknowledge the whole trial thing cause they reimbursed the money they took from my Dad's account the first time so surely they can't keep us in the contract after they lied and we were phoned and told we can switch back??

masterofmyth wrote: »

It's one of the many things we're wondering. For me I'm guessing it's not as tricky since I was on Prepay so I didn't have any contracts signed but for my brother and my Dad's friend they were both on contracts and they didn't sign anything but yet they were cut off from their numbers. The guy in 02 store yesterday couldn't understand it either.

My Dad wasn't aware that what he signed was a 12 month contract, the salesman said it was for the trial and to say he had the phones. No where on the form, we have a photocopy of it does it say that he was signing up for 12 month. It's just a whole mess and everytime we think we've gotten somewhere something else has come up!

masterofmyth wrote: »

RVN10- my Dad was told that for the "trial" it would move our numbers for it and then we'd be moved back after the trial no hassle. It didn't happen at all of course and three months later we're still trying to sort it all out. I was told by one of the guys on Emobile that the salesman who came to us was being investigated but they've still done nothing to sort ours out.

Thanks for the advice cookie1977. My Dad is going to go into his solicitor this week if it's not resolved by tomorrow and he's already been onto the bank about getting it sorted.

I rang Emobile again to see why they were holding my number when we were given the all clear to switch back and was being lied to by the person on the phone that no transfer had been requested when 02 had phoned me two minutes before hand telling me what was going on and then she tried to backtrack!

I'm thinking of getting a new number and shut down my number that Emobile have locked. But I don't know if that's possible or not?

Thanks for the advice btw.

masterofmyth wrote: »

Sorry I meant when I was 02 before the move I was prepay. They moved movedme to bill on Emobile. They said that there js an outstanding bill on the overall account and cant let me out till it has been cleared. Trying to tell her that the balance thing is trying to get sorted and then she told me to phone business service tomorrow.

You're.rigjt about switchinf numbers. It is letting them away with it and I wont. Will let you know what happens tommorrow.

Hi masterofmyth,

Sorry to hear about the above.

Could you please forward me on the mobile numbers in question via PM so I can take a look at the account?

Thanks,

Steve

eMobile: Steve

Hi Masterofmyth,

If you still need assistance with this please let me know and i'll be happy to help.

Kind Regards,

-Steve

masterofmyth

Okay so said I'd let you's know what the story was. We have all gotten off Emobile, they released our numbers on Thursday and we're free of them thankfully!

Monday- Wednesday was calling them and basically just hassling them the entire time. Of course they hung up on us a number of times! Then on Wednesday afternoon one of the higher managers in the company called my Dad and he sorted it all out and he acted as if it was not a major problem. That only annoyed my Dad even more cause of his attitude.

But at least it's all sorted now. Moving on from it all now

cookie1977

Great news and thanks for letting us know. They should have offered you some compensation as a sign of respect though. It doesn't reflect on them well and while every company makes mistakes it's how they handle them that shows you how good they are.

iMax

Horrible company. Will never deal with them & actively discourage people from being customers after what they put my friend through. Glad you got away OP.