last bill paid in full by direct debit. I now have 2x un paid direct debit charges?

stezie

I just got my bill this morning.

my last bill was paid in full by direct debit, as stated on this bill..

there is now two €15 charges at €15 + vat each, for un paid direct debits.

is this for real?

No wonder eircom wouldn't let me pay by internet banking when they plan to sneak in charges like this..

eircom: Mark

stezie wrote: »

I just got my bill this morning.

my last bill was paid in full by direct debit, as stated on this bill..

there is now two €15 charges at €15 + vat each, for un paid direct debits.

is this for real?

No wonder eircom wouldn't let me pay by internet banking when they plan to sneak in charges like this..

Hi stezie

Can you PM the account number in question and I can look into that for you.

Thanks, Mark

stezie

replied

eircom: Mark

stezie wrote: »

replied

Hi stezie

Apologies I got your PM and the customer care team have confirmed they have credited both charges on the account billed Net amount €15 by two  total €30.

Sorry for the mishap.

Mark

stezie

I cant understand how the two persons I chatted to in Eircom customer care said they couldnt reverse the charge as it wasnt Eircoms fault, now you can..

Can you explain why it was on my bill in the first place,  and for it to take 2 hours of me on the phone, ringing eircom and my banks and then it came down to your efforts to sort this out?

If it wasnt for you Mark on this particular forum and my efforts into putting it right, then eircom would gladly bill me €30 + VAT for their mess up. Surely eircom would charge an administration fee if they had went to that effort??

How many other eircom customers get charged this, especailly the poor folks who dont know about this forum?

As per my IM , I still want payment by direct debit option removed from my account..

Please provide one valid reason why I cannot pay via Internet banking when bill is issued. I do not accept these random 15 euro charges.

stezie

Mark just after getting an email from eircom... First email like this.. what the hell is going on here...

The direct debit is set up and balance is in the account!



Amount of Unpaid Direct Debit: €48
 
Dear Stephen,
We recently sent you a bill for your eircom service. Unfortunately, the Direct Debit
payment for your eircom account has been returned from your bank as unpaid.
As a result, your bill has not been paid and a failed Direct Debit fee of €15 has
been applied to your account to cover the associated administration costs.
Your telephone and related services will be suspended if your bill has not been
paid within the next 7 days. Services dependent on the use of the telecommunications
services on this account may also be affected e.g. monitored alarms, Internet
access etc. Should this be the case, there will be an additional charge to reconnect
your eircom services. Your Direct Debit may also be cancelled*.

stezie

Does this contradict the bill I got this morning to say that it IS paid???

Getting seriously P'd off here with this carry on

stezie

I just noticed at the bottom of the email I received today it says this...


We value your custom so if you have any queries on your account, please do not
hesitate to contact our Customer Care team on 1901.
Yours sincerely,
Eamonn Dullaghan
Head of Credit Management
  
*If your Direct Debit is cancelled from your account, to have this set up again, please write
to the following address: eircom, Main Street, Letterkenny, Co Donegal




Is this the Eamonn Dullaghan that says on his Linkedin profile that he left eircom 2 months ago? If so who is sending the emails?

http://www.linkedin.com/in/eamonndullaghan

and that address, does it even exist?? As far as I know eircom shop that was on the main street closed 5-10 years ago.. its been a newsagents since..

eircom: Mark

stezie wrote: »

I just noticed at the bottom of the email I received today it says this...


We value your custom so if you have any queries on your account, please do not
hesitate to contact our Customer Care team on 1901.
Yours sincerely,
Eamonn Dullaghan
Head of Credit Management
  
*If your Direct Debit is cancelled from your account, to have this set up again, please write
to the following address: eircom, Main Street, Letterkenny, Co Donegal




Is this the Eamonn Dullaghan that says on his Linkedin profile that he left eircom 2 months ago? If so who is sending the emails?

http://www.linkedin.com/in/eamonndullaghan

and that address, does it even exist?? As far as I know eircom shop that was on the main street closed 5-10 years ago.. its been a newsagents since..

HI stezie

I have got to you via PM. I have sent on your last post to our process team to amend the information you outlined in your last post as well.

Mark

stezie

Thanks . PM replied to.

eircom: Mark

stezie wrote: »

Thanks . PM replied to.

Got it stezie

It may take a few days to investigate but I will get back to you early next week.


Mark

stezie

Thanks. Id rather know where I stand as I prefer keeping my bills up to date. As long as I dont get cut off while this is sorted.

eircom: Mark

stezie wrote: »

Thanks. Id rather know where I stand as I prefer keeping my bills up to date. As long as I dont get cut off while this is sorted.

Hi,

I am still following up on this for you and hope to have an update early next week.

Mark 

stezie

Any follow up on this? Still waiting to hear.

eircom: Mark

stezie wrote: »

Any follow up on this? Still waiting to hear.

Hi stezie

Apologies, I am still waiting on confirmation from a the efibre escalation team

Mark

stezie

I would imagine an escalation is needed with the escalations team at this stage as its been nearly 2 weeks..

stezie

And the tumble weed blows by.....

Any outcome on my request?

eircom: Tracey

stezie wrote: »

And the tumble weed blows by.....

Any outcome on my request?

Hi stezie,

Sorry for the delay in coming back to you.

I've sent you a PM there.

Thanks

Tracey

stezie

thanks for the PM tracy. it doesnt answer anything only thing it highlights is that eircom have recorded incorrect direct debit details. the surname you provided, is not mines, as you can see on my eircom account...

eircom: Tracey

stezie wrote: »

thanks for the PM tracy. it doesnt answer anything only thing it highlights is that eircom have recorded incorrect direct debit details. the surname you provided, is not mines, as you can see on my eircom account...

Ok no problem. Sorry about this, I'll discuss this with Mark and come back to you soon.

Thanks

Tracey

stezie

Ok folks, is there any one in eircom that is bothered to sort my direct debit fiasco before i involve comreg? And my bills are going completely out of whack.. I am completely lost here and this is going on long enough, I should be billing eircom for this inconvenience.

Decembers bill came is saying I was €44.90 in credit
January (today) bill came in saying that I now owe €138.43
A difference of €183.36 in one month

How is this possible on a €40 per month bill (Flat rate broadband only, with no telephone number activated)??
And you wonder why I don’t want eircom having full direct debit access to my account?

stezie

and please dont post

"come back to you soon."


then forget about the problem.. that  tactic just helps your response time and response rate stats...

I need a conclusion today please.

stezie

Official Complaint logged with Eircom. will wait the 10 days then complaint will be logged with ComReg.

eircom: Aisling

Hi stezie

I've looked into this and I can see there are two bills outstanding @ €40.00 each. There are also two direct debit invalid payment fee's @ €15.00 each ex VAT, however as this is logged with our Customer Complaints team by yourself , this will be fully investigated over the next 10 days.

You will then be contacted and advised of the outcome.


Thanks
Ash

stezie

eircom: Aisling wrote: »

Hi stezie

I've looked into this and I can see there are two bills outstanding @ €40.00 each. There are also two direct debit invalid payment fee's @ €15.00 each ex VAT, however as this is logged with our Customer nts team by yourself , this will be fully investigated over the next 10 days.

You will then be contacted and advised of the outcome.


Thanks
Ash

Ashling, going by what you say that means the bill should be 110 not near 140?? Any ways please have Mark look into this. This was left with him months ago and he was to investigate why eircom cannot process my direct debits properly. unpaid direct debits are because eircom cant collect properly and then charge me 15 euro.

stezie

Also please forward me a copy of the two unpaid bills you mention because what I have here is completely different.

eircom: Aisling

stezie wrote: »

Also please forward me a copy of the two unpaid bills you mention because what I have here is completely different.

Hi stezie
If you would like to PM your email address and I'll request for accounts to send this onto you. 

Thanks
Ash

stezie

eircom: Aisling wrote: »

Hi stezie
If you would like to PM your email address and I'll request for accounts to send this onto you. 

Thanks
Ash

Pm sent.

I still require the issue resolved regarding eircoms inability to collect direct debits then charge me a fee for that privlidge.. by the way these fees will need struck off the account as its an admin fault at eircoms side as usual.

stezie

This issue is still outstanding. help please.

eircom: Alan

stezie wrote: »

This issue is still outstanding. help please.

Hi stezie

Please PM me your eircom account details and I'll look into this for you

Al

frag420

@Alan

Have you read the rest of this thread at all?? Talk about incompetence........

Similar tactics to other communications providers here on boards. Perhaps there should be more than just responce rate and time. HOw about complaint satisfaction %??

stezie

Doesn't look like it..  alan is now the 3rd or 4th person to look into this.. fingers crossed..

@Alan I PM'd you my details in response to the other post i have

frag420 wrote: »

@Alan

Have you read the rest of this thread at all?? Talk about incompetence........

Similar tactics to other communications providers here on boards. Perhaps there should be more than just responce rate and time. HOw about complaint satisfaction %??

eircom: Alan

stezie wrote: »

Doesn't look like it..  alan is now the 3rd or 4th person to look into this.. fingers crossed..

@Alan I PM'd you my details in response to the other post i have

frag420 wrote: »

@Alan

Have you read the rest of this thread at all?? Talk about incompetence........

Similar tactics to other communications providers here on boards. Perhaps there should be more than just responce rate and time. HOw about complaint satisfaction %??

Thanks stezie

I've Just replied

Al

Kaizersoze81

This is unbelievable stuff ! Is anyone from eircom actually bothered helping this man?

eircom: Alan

Kaizersoze81 wrote: »

This is unbelievable stuff ! Is anyone from eircom actually bothered helping this man?

Hi Kaizersoze81

Yes, I can understand your feelings on this and I'm on the case now.

Thanks

Al

efb

So glad I'm not an eircom customer

stezie

After all this time this is still not resolved . It appeared to be resolved for one month but eircom changed their minds about it again.


I'm back to getting unpaid direct debit fees.

I'm getting letters saying I owe €175.35

I pay my bill in full every month via online banking. I do not have a direct debit facility on my eircom account.

I have spent hours on the phone with them trying to explain the charge and they can't. I have asked multiple times for a full statement of my account .

Is this normal??

eircom: Alan

stezie wrote: »

After all this time this is still not resolved . It appeared to be resolved for one month but eircom changed their minds about it again.


I'm back to getting unpaid direct debit fees.

I'm getting letters saying I owe €175.35

I pay my bill in full every month via online banking. I do not have a direct debit facility on my eircom account.

I have spent hours on the phone with them trying to explain the charge and they can't. I have asked multiple times for a full statement of my account .

Is this normal??

Hi stezie

I see that two invalid direct debit fees (dated 2nd of May) appeared on the june bill however I do see that on that the July bill these have been refunded.

I'm sorry to see that this happened again however there are notes on the account left by our accounts depatment that this has been resolved and should not happen again.

For information the remaining outstanding balance you will need to contact eircoms accounts deparmtent on free phone 1901 or via webchat here: [font=Calibri","sans-serif]http://www.eircom.net/about/contact/

Thanks

Al[/font]

stezie

eircom: Alan wrote: »

Hi stezie

I see that two invalid direct debit fees (dated 2nd of May) appeared on the june bill however I do see that on that the July bill these have been refunded.

I'm sorry to see that this happened again however there are notes on the account left by our accounts depatment that this has been resolved and should not happen again.

For information the remaining outstanding balance you will need to contact eircoms accounts deparmtent on free phone 1901 or via webchat here: [font=Calibri","sans-serif]http://www.eircom.net/about/contact/

Thanks

Al[/font]

Al, there is no explanation of where this €175 came out of. Do you want me to repost all our private messages about this. You assured me this charge was in error and that was nearly six months ago. This has been reinstated after all your work on this.

I have asked eircom on multiple occasions for an account statement from day one of the account on a break down of all charges and payments. I have not received to date.

And in no way has this been resolved. This must be customer cares way of closing the issue and brushing it under the carpet in the hope the customer gives up in the end and pays out.. ridiculous customer care.

eircom: Alan

stezie wrote: »

eircom: Alan wrote: »

Hi stezie

I see that two invalid direct debit fees (dated 2nd of May) appeared on the june bill however I do see that on that the July bill these have been refunded.

I'm sorry to see that this happened again however there are notes on the account left by our accounts depatment that this has been resolved and should not happen again.

For information the remaining outstanding balance you will need to contact eircoms accounts deparmtent on free phone 1901 or via webchat here: http://www.eircom.net/about/contact/

Thanks

Al

Al, there is no explanation of where this €175 came out of. Do you want me to repost all our private messages about this. You assured me this charge was in error and that was nearly six months ago. This has been reinstated after all your work on this.

I have asked eircom on multiple occasions for an account statement from day one of the account on a break down of all charges and payments. I have not received to date.

And in no way has this been resolved. This must be customer cares way of closing the issue and brushing it under the carpet in the hope the customer gives up in the end and pays out.. ridiculous customer care.

Hi stezie
 
I did not intend to suggest this has been resolved, having looked further in to this I can see a charge for €138.45 that appeared on your May bill. I did in my last post above make reference to the recent invalid direct debit fees (€30) which were credited back to your account.
 
If you could leave this with me to investigate why this charge of €138.45 appeared all of a sudden I would greatly appreciate that and I will of course get back to you as soon as I have further information.
 
Thanks
Al

stezie

eircom: Alan wrote: »

stezie wrote: »

eircom: Alan wrote: »

Hi stezie

I see that two invalid direct debit fees (dated 2nd of May) appeared on the june bill however I do see that on that the July bill these have been refunded.

I'm sorry to see that this happened again however there are notes on the account left by our accounts depatment that this has been resolved and should not happen again.

For information the remaining outstanding balance you will need to contact eircoms accounts deparmtent on free phone 1901 or via webchat here: http://www.eircom.net/about/contact/

Thanks

Al

Al, there is no explanation of where this €175 came out of. Do you want me to repost all our private messages about this. You assured me this charge was in error and that was nearly six months ago. This has been reinstated after all your work on this.

I have asked eircom on multiple occasions for an account statement from day one of the account on a break down of all charges and payments. I have not received to date.

And in no way has this been resolved. This must be customer cares way of closing the issue and brushing it under the carpet in the hope the customer gives up in the end and pays out.. ridiculous customer care.

Hi stezie
 
I did not intend to suggest this has been resolved, having looked further in to this I can see a charge for €138.45 that appeared on your May bill. I did in my last post above make reference to the recent invalid direct debit fees (€30) which were credited back to your account.
 
If you could leave this with me to investigate why this charge of €138.45 appeared all of a sudden I would greatly appreciate that and I will of course get back to you as soon as I have further information.
 
Thanks
Al

I would appreciate a print out of the account statement, either its in pdf, excel format, etc. as soon as possible. I have spend days on the phone trying to get eircom to resolve this mess up, and it baffles me why i dont charge €15 for each time I contact eircom to resolve this? Eircom seem to make it fair to charge me €15 for each automated returned direct debit that doesnt exist..

Wow!!

This is unreal!! 

Cracking customer care there Eircom!!


Ive a little over a month to go in my phone/broadband package. I cant believe I have been paying €45 odd per month for a house phone (which I was told by Eircom HAD to be installed before I could get broadband) and a broadband speed of 0.76mb on a good day!! (promised up to 5mb)

Im now paying €25 to a satellite supplier with speeds of 16mb download. Once the contract expires Im ditching the phone. Then the emobile piece of nonsense that they call a mobile provider is getting the bullet.

Why?

Because I get a shít service and a truly horrible incompetent and downright useless customer care from them. 

I will NEVER even consider dealing with Eircom again.

Be warned people if you are thinking of signing up.

stezie

stezie wrote: »

eircom: Alan wrote: »

stezie wrote: »

eircom: Alan wrote: »

Hi stezie

I see that two invalid direct debit fees (dated 2nd of May) appeared on the june bill however I do see that on that the July bill these have been refunded.

I'm sorry to see that this happened again however there are notes on the account left by our accounts depatment that this has been resolved and should not happen again.

For information the remaining outstanding balance you will need to contact eircoms accounts deparmtent on free phone 1901 or via webchat here: http://www.eircom.net/about/contact/

Thanks

Al

Al, there is no explanation of where this €175 came out of. Do you want me to repost all our private messages about this. You assured me this charge was in error and that was nearly six months ago. This has been reinstated after all your work on this.

I have asked eircom on multiple occasions for an account statement from day one of the account on a break down of all charges and payments. I have not received to date.

And in no way has this been resolved. This must be customer cares way of closing the issue and brushing it under the carpet in the hope the customer gives up in the end and pays out.. ridiculous customer care.

Hi stezie
 
I did not intend to suggest this has been resolved, having looked further in to this I can see a charge for €138.45 that appeared on your May bill. I did in my last post above make reference to the recent invalid direct debit fees (€30) which were credited back to your account.
 
If you could leave this with me to investigate why this charge of €138.45 appeared all of a sudden I would greatly appreciate that and I will of course get back to you as soon as I have further information.
 
Thanks
Al

I would appreciate a print out of the account statement, either its in pdf, excel format, etc. as soon as possible. I have spend days on the phone trying to get eircom to resolve this mess up, and it baffles me why i dont charge €15 for each time I contact eircom to resolve this? Eircom seem to make it fair to charge me €15 for each automated returned direct debit that doesnt exist..

A week later and still nothing Alan... Does any one know whats going on???

stezie

Hello??? Is Eircom there????? Any one at all???? STILL no response from Eircom almost a year later!! Alan, has this been brushed under the carpet again as I still have not heard anything and i am still getting bills threatening to withdraw service unless i pay this unexplained fee.

eircom: Alan

stezie wrote: »

Hello??? Is Eircom there????? Any one at all???? STILL no response from Eircom almost a year later!! Alan, has this been brushed under the carpet again as I still have not heard anything and i am still getting bills threatening to withdraw service unless i pay this unexplained fee.

Hi stezie


I have found no explanation for this fee however I have arranged for this fee to be cancelled. You will no longer receive requests for this amount and I apologise for the inconvenience this has caused.

Thanks
Al

stezie

Thank you Alan.

As I have said before Eircom automatically charge me €15+Vat for an automated direct debit return fee. As I have spent an extensive amount of personal effort liaising with Eircom to resolve a billing issue due to no fault of my own, I will be sending an invoice for my time incurred while creating the posts here on boards.ie and the hours spent on 1901 . Please provide detail of what department will be responsible for paying this so I can send it there directly.

Regards,

Stephen.

frag420

The fact that Eircom will not furnish you with a breakdown of charges as requested would suggest something is not right at their end and they do not want people knowing about it. 

UP to you Stezie but if I were you I would contact the communications ombudsman or perhaps request all info via freedom of information as its your data they have!!

Unbelievable the incompetence shown here!!

Hope it works out!

stezie

alan, I just got an email to say:

Your new eircom bill is now available to view at My eircom.
Your bill amount is EUR178.45.


whats going on here?