Terminating eMobile Service

maximus02

Hi

On 3rd September last I phoned eMobile to give 30 days notice of finishing my billpay account. I followed this up the same day with an email to confirm.

On 5th September I received an email from you stating that my notice had been received and accepted and that my account will be cancelled 30 days from my original request, which is today 3rd October.

This week I received a monthly bill which includes a min commitment charge up to 24th October next. Obviously I don't wish to pay this charge as it occurs 3 weeks after the termination of my account.

Could you please tell me what happens in this case? Do you make the charge and then refund? I would like to terminate the Direct Debit so I'd appreciate your advice.

If necessary I can PM you my account number.

Thanks
Max Kelly

maximus02

Hi again.

I'm just wondering if there is a reason that you haven't replied to my post here yesterday.

You seem to have replied to other posts in that time period.

Thanks

eircom: James

maximus02 wrote: »

Hi again.

I'm just wondering if there is a reason that you haven't replied to my post here yesterday.

You seem to have replied to other posts in that time period.

Thanks

Hi Max,

Apologies for the delay, have sent the thread to an eMobile rep to look into. They'll be back here with a response shortly.

Regards

James

eMobile: Tony

maximus02 wrote: »

Hi

On 3rd September last I phoned eMobile to give 30 days notice of finishing my billpay account. I followed this up the same day with an email to confirm.

On 5th September I received an email from you stating that my notice had been received and accepted and that my account will be cancelled 30 days from my original request, which is today 3rd October.

This week I received a monthly bill which includes a min commitment charge up to 24th October next. Obviously I don't wish to pay this charge as it occurs 3 weeks after the termination of my account.

Could you please tell me what happens in this case? Do you make the charge and then refund? I would like to terminate the Direct Debit so I'd appreciate your advice.

If necessary I can PM you my account number.

Thanks
Max Kelly

Hi Max,

Thank you for bringing this to our attention. Could you PM your mobile number and pin I will be able investigate this for you.

Generally your final bill is for call charges upto the day your account is to be cancelled.

Once I receive your details I will check this out.

Tony

WestWicklow1

@maximus2 - I hope you don't want your phone unlocked by eMobile. I've been trying to get them to do it now for the past six weeks.

In fact, if you do, can you let us know here how you get on please?

maximus02

Tony.

PM sent. I hope to hear from you soon.

maximus02

WestWicklow1

I bought the phone from eMobile on 18 month contract. At the end of the contract I gave 30 days notice as required and asked for the unlock code.

A couple of days later I received an email saying that my HTC Desire smartphone was already unlocked and that HTC did not issue a lock on this handset. The email stated that if I did a full factory reset and inserted the new network's SIM, that it would work.

I was sceptical about this but I waited the 30 days and tried it out.

It worked fine. It seems the HTC phone was never locked. I don't know if this applies to other phones or even other HTC phones.

eMobile: Tony

maximus02 wrote: »

Tony.

PM sent. I hope to hear from you soon.

Hi maximus02,

I am checking for an update on this and will let you know once I get confirmation.

Tony

maximus02

Thanks Tony.

eMobile: Tony

maximus02 wrote: »

Thanks Tony.

Hi maximus02,

I have responded to your PM. Let me know if you have any questions.

Tony

maximus02

Tony

Thanks for your PM which states that the charges are for calls made up to 24th September.

I think you have missed the point of my query.

The bill also includes a min. commitment charge for the period 25th September to 24th October. My account terminated on 3rd October so I am not liable for charges for 3 weeks of this period.

I hope to hear from you shortly.

Max

eMobile: Tony

maximus02 wrote: »

Tony

Thanks for your PM which states that the charges are for calls made up to 24th September.

I think you have missed the point of my query.

The bill also includes a min. commitment charge for the period 25th September to 24th October. My account terminated on 3rd October so I am not liable for charges for 3 weeks of this period.

I hope to hear from you shortly.

Max

Hi Max,

I have further reviewed your account. When cancelling your account you are required to give 30 days notice to cancel your account. As you ported your number off the eMobile network two days after your billing date and did not give the 30 day notice you will be liable to pay the monthly commitment from the 25th September to 24th October.

Tony

maximus02

Tony. Thanks for reply.

Let me get this straight. I'm missing something here.

I gave my 30 day notice on 3rd September.

Account due to terminate on 3rd October.

I ported my number on 25th September. I wanted to make sure my service continued without break and ensure that the advice regarding unlocking which I got from Eircom worked ok. I didn't want to have to go back to Eircom with unlocking problems and miss my termination date. Having had problems with other service providers in the past I was being careful.

If you read the comment in this thread by Westwicklow1 I'm sure you'' understand.

Could you please explain to me what you mean by "did not give the 30 day notice you will be liable to pay the monthly commitment from the 25th September to 24th October."

Thanks

eMobile: Tony

maximus02 wrote: »

Tony. Thanks for reply.

Let me get this straight. I'm missing something here.

I gave my 30 day notice on 3rd September.

Account due to terminate on 3rd October.

I ported my number on 25th September. I wanted to make sure my service continued without break and ensure that the advice regarding unlocking which I got from Eircom worked ok. I didn't want to have to go back to Eircom with unlocking problems and miss my termination date. Having had problems with other service providers in the past I was being careful.

If you read the comment in this thread by Westwicklow1 I'm sure you'' understand.

Could you please explain to me what you mean by "did not give the 30 day notice you will be liable to pay the monthly commitment from the 25th September to 24th October."

Thanks

Hi Max,

My apologies I was mistaken. I have sent you a PM in regard to this.

Tony

maximus02

Tony thanks for PM.

First of all I have no objection to discussing this on this public forum. PMs are not necessary.

Your PM states "As you ported your number off the network early you would be liable to pay this bill but as a goodwill gesture I will credit your account."

Just a couple of points.

Are you really saying that in order to avoid paying a further months charges that Eircom customers have to wait the full 30 days notice period and only then can they port to another provider?

It seems that any sort of issue such as problems with unlocking, delays with new provider, being unfamiliar with the processes involved could easily mean a period of having no phone service.

You also state "You may receive a bill next month advising of a credit. If you do let me know and I will be able get this refunded to you."

So I "may" receive a bill. Maybe not!

Can you say if my bank account will definitely be debited this month or not? If it is debited are you saying that I then have to let you know in order to receive a refund?

How will this refund be processed, by bank deposit or cheque and how long will this process take?

I hope you appreciate that I need to ask these questions as I have read here and in other forums about many many issues with phone and utility companies

Thanks
Max

maximus02

Tony.

So, Is that it?

No more replies to my query?

Max

ToadVine

Same thing happened to me OP.

I gave notice of my intention to cancel my eMobile sim only 30 day contract on 3rd July 2012, and I received confirmation of this cancellation from the eMobile Sales Support Team by email on the same date. I was using the eMobile sim only service until 27th July when I ported to Tesco Mobile.

I have since received 2 bills from eMobile for the periods 27th July - 24th August (56.67 Euro), and 25th August - 24th September (54 Euro). I understood my contract was cancelled from 2rd August 2012.

Sloppy stuff from eMobile.

I'll be expecting this to be sorted out quickly and to my satisfaction or we'll all be going to small claims court.

eMobile: Tony

maximus02 wrote: »

Tony thanks for PM.

First of all I have no objection to discussing this on this public forum. PMs are not necessary.

Your PM states "As you ported your number off the network early you would be liable to pay this bill but as a goodwill gesture I will credit your account."

Just a couple of points.

Are you really saying that in order to avoid paying a further months charges that Eircom customers have to wait the full 30 days notice period and only then can they port to another provider?

It seems that any sort of issue such as problems with unlocking, delays with new provider, being unfamiliar with the processes involved could easily mean a period of having no phone service.

You also state "You may receive a bill next month advising of a credit. If you do let me know and I will be able get this refunded to you."

So I "may" receive a bill. Maybe not!

Can you say if my bank account will definitely be debited this month or not? If it is debited are you saying that I then have to let you know in order to receive a refund?

How will this refund be processed, by bank deposit or cheque and how long will this process take?

I hope you appreciate that I need to ask these questions as I have read here and in other forums about many many issues with phone and utility companies

Thanks
Max

Hi max,

In regard to your bill I have advised that I will credit your account as a goodwill gesture. You will not be charged for this month.

What I have advised is when you start your contract you pay a month in advance so therefore for your last bill this will have this credit returned to you in your final bill.

I hope this clarifies your query for you.

Tony

eMobile: Tony

ToadVine wrote: »

Same thing happened to me OP.

I gave notice of my intention to cancel my eMobile sim only 30 day contract on 3rd July 2012, and I received confirmation of this cancellation from the eMobile Sales Support Team by email on the same date. I was using the eMobile sim only service until 27th July when I ported to Tesco Mobile.

I have since received 2 bills from eMobile for the periods 27th July - 24th August (56.67 Euro), and 25th August - 24th September (54 Euro). I understood my contract was cancelled from 2rd August 2012.

Sloppy stuff from eMobile.

I'll be expecting this to be sorted out quickly and to my satisfaction or we'll all be going to small claims court.

Hi ToadVine,

Sorry to hear that it took so long for your account to be cancelled.
If you PM your mobile number and pin I will be happy to investigate this for you.

Tony

ToadVine

eMobile: Tony wrote: »

Hi ToadVine,

Sorry to hear that it took so long for your account to be cancelled.
If you PM your mobile number and pin I will be happy to investigate this for you.

Tony

Hi Tony

I have already pm'ed you, and started another thread http://www.boards.ie/vbulletin/showthread.php?t=2056776066.

Could we keep all discussion of my account on the thread I started please?

Cheers

eMobile: Tony

ToadVine wrote: »

Hi Tony

I have already pm'ed you, and started another thread http://www.boards.ie/vbulletin/showthread.php?t=2056776066.

Could we keep all discussion of my account on the thread I started please?

Cheers

Hi ToadVine,

I have responded to your other post.

Tony

maximus02

Tony.

It sort of clarifies it but for some reason you don't seem to want to address many of my questions throughout this thread.

Could you confirm please:

1. The bill I received this month covering a min commitment up to 24th October will be debited by DD from my bank account as normal.

2. Next month I will receive a final bill with a credit for the 3 week period of October which I was charged for while not being an eMobile customer.

Again, How will this credit be processed? Cheque or deposit to my bank account?

If you wanted to you could explain how this credit becomes a 'goodwill gesture'.

Regards
Max

Wile E. Coyote

maximus02 wrote: »

Tony.

It sort of clarifies it but for some reason you don't seem to want to address many of my questions throughout this thread.

Could you confirm please:

1. The bill I received this month covering a min commitment up to 24th October will be debited by DD from my bank account as normal.

2. Next month I will receive a final bill with a credit for the 3 week period of October which I was charged for while not being an eMobile customer.

Again, How will this credit be processed? Cheque or deposit to my bank account?

If you wanted to you could explain how this credit becomes a 'goodwill gesture'.

Regards
Max

If I was you I'd cancel the DD and pay the balance you owe up to your cancellation date by cash/cheque in an emobile store. Why should you have to wait until next month to receive a bill showing the credit and then possibly another month or more to receive the refund?

eMobile: Tony

maximus02 wrote: »

Tony.

It sort of clarifies it but for some reason you don't seem to want to address many of my questions throughout this thread.

Could you confirm please:

1. The bill I received this month covering a min commitment up to 24th October will be debited by DD from my bank account as normal.

2. Next month I will receive a final bill with a credit for the 3 week period of October which I was charged for while not being an eMobile customer.

Again, How will this credit be processed? Cheque or deposit to my bank account?

If you wanted to you could explain how this credit becomes a 'goodwill gesture'.

Regards
Max

Hi Max,

As I advised you will not be charged for this months bill as I will apply a credit to your account which will offset this charge. You will not receive a bill.

In regard to the refund I advised of this will be applied to your next months bill for the monthly commitment you paid at the beginning of your contract.

Let me know if this clarifies your query.

Tony

maximus02

eMobile: Tony wrote: »

Hi Max,

As I advised you will not be charged for this months bill as I will apply a credit to your account which will offset this charge. You will not receive a bill.

In regard to the refund I advised of this will be applied to your next months bill for the monthly commitment you paid at the beginning of your contract.

Let me know if this clarifies your query.

Tony

Tony

Thanks for reply.

I'm sorry to appear stupid and yes I still need clarification.

I have in front of me a bill covering commitment charge up to 24th October. Will this bill be debited from my account in the next few days? I'm remain confused as your last message says that I will not be charged for this month's bill.

Then you say that a refund will be applied to next month's bill. I have finished my account with eMobile (Thank God). I don't expect a bill for next month.

Therefore how will this refund be applied ?

Regards
Max

WestWicklow1

@maximus02 - I think you should consider the advice from Wile E. Coyote.

I terminated a Meteor account (I know it's not eMobile but it's all Eircon) and was left in credit to the tune of €17.30. They sent me a statement month after month after month telling me I was in credit. I asked them to stop and simply send me a cheque. THREE months later after chasing them non stop I got a refund to my bank account.

Don't let this happen to you unless you enjoy the chase :)

eMobile: Tony

maximus02 wrote: »

Tony

Thanks for reply.

I'm sorry to appear stupid and yes I still need clarification.

I have in front of me a bill covering commitment charge up to 24th October. Will this bill be debited from my account in the next few days? I'm remain confused as your last message says that I will not be charged for this month's bill.

Then you say that a refund will be applied to next month's bill. I have finished my account with eMobile (Thank God). I don't expect a bill for next month.

Therefore how will this refund be applied ?

Regards
Max

Hi Max,

Could I give you a call to advise of this?

Tony

maximus02

Tony

Yes, please call me at the number I gave in my first PM.

Max

eMobile: Tony

maximus02 wrote: »

Tony

Yes, please call me at the number I gave in my first PM.

Max

Hi Max,

What time is convenient for you to take a call?

Tony

maximus02

Anytime

maximus02

Dum De Dum

Dum De Dum

Taps fingers on desk beside phone.

Just in case anybody's wondering, it's now 4 working days later and no call as promised!

eMobile: Tony

maximus02 wrote: »

Dum De Dum

Dum De Dum

Taps fingers on desk beside phone.

Just in case anybody's wondering, it's now 4 working days later and no call as promised!

Hi maximus02,

My apologies that you have not received a call back. I can organise a call now for you if this is convenient to you.

Tony

maximus02

Tony.

Yes as stated already, anytime.

Will it be you calling or do I have to describe the whole process to someone else all over again?

All I want is to know what is happening, either by phone call or by other communication. Someone else calling who doesn't know is of no use. Neither is someone to will say they'll go away and make enquiries and come back to me.


Max

eMobile: Tony

maximus02 wrote: »

Tony.

Yes as stated already, anytime.

Will it be you calling or do I have to describe the whole process to someone else all over again?

All I want is to know what is happening, either by phone call or by other communication. Someone else calling who doesn't know is of no use. Neither is someone to will say they'll go away and make enquiries and come back to me.


Max

Hi Max,

It will be one of my colleagues that will contact you in regard to this and the agent will be brought up to date in regard to this case.

You will not have to explain this again.

Tony

maximus02

Tony

Thanks for PM.

I don't know what happened with your phone call. My phone didn't ring and there is no 'missed call' message.

Just to let you know I have cancelled my direct debit with Eircom.
I will take this as notice to Eircom of my termination of my Direct Debit.

Anyway, We'll see what happens with the bill.

Thanks
Max

finnegan101

maximus02 wrote: »

Tony

Thanks for PM.

I don't know what happened with your phone call. My phone didn't ring and there is no 'missed call' message.

Just to let you know I have cancelled my direct debit with Eircom.
I will take this as notice to Eircom of my termination of my Direct Debit.

Anyway, We'll see what happens with the bill.

Thanks
Max

their good at their promises of calls alright!!! im only waiting since july 27th for the last call i was promised!! and that was the lies coming from the head of complaints for meteor and emobile !!! and in case you want to complain about the head of complaints, the complaint has to be sent to the same person.... whom even after 17 emails from his fellow staff still doesnt act upon his promises!! great company eh !!
Thankfully the all clear to start legal action against them has been cleared now anyway.

good luck with your problems and lies from them... ps probably worth recording the conversations..... and despite what they say, you are legally entitled to do so....

maximus02

Well hopefully it's over now and I'm sure glad to be out of Eircon. I should have known better really when I signed up.

I was going to give up at one stage in my discussion but when they started saying that they would offer a 'Gesture of Goodwill' it spured me on.

I'll see what happens.

eMobile: Tony

Tony

Thanks for PM.

I don't know what happened with your phone call. My phone didn't ring and there is no 'missed call' message.

Just to let you know I have cancelled my direct debit with Eircom.
I will take this as notice to Eircom of my termination of my Direct Debit.

Anyway, We'll see what happens with the bill.

Thanks
Max

Well hopefully it's over now and I'm sure glad to be out of Eircon. I should have known better really when I signed up.

I was going to give up at one stage in my discussion but when they started saying that they would offer a 'Gesture of Goodwill' it spured me on.

I'll see what happens.[/QUOTE]

Hi Max,

Yes I can assure you that your account is closed with eMobile. You will no longer receive a bill from ourselves as advised if you get a bill from eMobile with a minus sign before the Euro this means that eMobile owe you money from the beginning of your contract.

Contact us here if this happens and I will be able issue you a refund.

Tony

maximus02

Hi Paul....Me again.

This morning I received a bill from eMobile showing a Credit amount of €21.62.

Could you please let me know how this amount will be paid by Eircom and what information you may need to transfer this amount.

Thanks
Max

WestWicklow1

@ maximus02 - just a reminder of post #26 in this thread. Good luck!!

eMobile: Grainne

maximus02 wrote: »

Hi Paul....Me again.

This morning I received a bill from eMobile showing a Credit amount of €21.62.

Could you please let me know how this amount will be paid by Eircom and what information you may need to transfer this amount.

Thanks
Max

Hi Max,

The refund can be processed either to your bank account registered to your account or to a credit card.

Let me know what method of payment you wish to receive your credit and I will get this processed for you.

Gráinne

maximus02

Gráinne

Thanks for reply.

Could you please transfer this amount to my bank account which is registered to my account.

I'd appreciate if you could let me know when this has been done.

Thanks
Max

finnegan101

eMobile: Grainne wrote: »

Hi Max,

The refund can be processed either to your bank account registered to your account or to a credit card.

Let me know what method of payment you wish to receive your credit and I will get this processed for you.

Gráinne

grainne
can you issue my credit for 1262 via cheque,
thanks

i will be in contact with the CEOs office in relation to the other 300
thanks

eMobile: Grainne

finnegan101 wrote: »

grainne
can you issue my credit for 1262 via cheque,
thanks

i will be in contact with the CEOs office in relation to the other 300
thanks

Hi finnegan101
Your own case is in hand with CEO office. I am unable to get involved at this stage.
Grainne

maximus02

Hi Grainne / Tony

A week now since promise of transfer of refund to my bank account.

I know that the wisdom of our fine banking establishments means that transfer can take a few days but it is a week now.

Please advise what is happening with your promised transfer.

Thanks
Max

WestWicklow1

maximus02 wrote: »

Hi Grainne / Tony

A week now since promise of transfer of refund to my bank account.

I know that the wisdom of our fine banking establishments means that transfer can take a few days but it is a week now.

Please advise what is happening with your promised transfer.

Thanks
Max

Good God they're still at it. I'm getting' the popcorn out....

eMobile: Grainne

maximus02 wrote: »

Hi Grainne / Tony

A week now since promise of transfer of refund to my bank account.

I know that the wisdom of our fine banking establishments means that transfer can take a few days but it is a week now.

Please advise what is happening with your promised transfer.

Thanks
Max

Hi Max,

The refund takes 10 working days to be processed to your bank account.

The refund definitely has been processed for you.

Let me know once you receive the credit.

Gráinne

maximus02

Gráinne

Thanks for reply.

So, hopefully I will receive it by this time next week.

I'll let you know.

Max

eMobile: Grainne

maximus02 wrote: »

Gráinne

Thanks for reply.

So, hopefully I will receive it by this time next week.

I'll let you know.

Max

No problem Max. Always happy to help.
Yes please let me know once you receive the refund.

Grainne

maximus02

Gráinne / Tony

The saga continues.

We're now on day 14 of your promised 10 days for my refund to be processed. No sign of any credit to my bank account.

I know at this stage of this long-running saga that I can't really expect much better from our ex-public company known as Eircom but could you please process this transfer now!!!

Regards
Max Kelly

WestWicklow1

@maximus02, I'm sorry to hear you're still having this problem. I was passed from billy to jack and back again while I was looking for my refund.

I thought at the time that it was tactics by Eircon - if they delay enough the refund request might go away. I suggested this to a friend who works in Eircon and he just smiled!!!

Don't let go and good luck.