EI took money but didnt give me code!!!!

Pixie34

I just tried to top up online and I got this error message:  

'Sorry, an error occurred and we couldn't complete your purchase. Any money taken from your card will be refunded. Please allow 3-5 business days for your bank to process this.'

What the hell??!! The €30 was gone instantly from my account but I've no credit to show for it. This is totally unacceptable as I cannot top up again, as suggested. 

Please tell me what I can do to retrieve my purchased credit before my meter runs out, which it will long before 3-5 working days!!!!!!!!!

EI: Una

Hi Pixie34,

I have spoken to a colleague in the PAYG team who advised you are guaranteed credit until tomorrow morning, and to contact them this evening (they are open until 8pm) on 1850 30 50 95.

They are the PAYG dedicated team and would be able to advise you in detail.

Regards,
Una

Pixie34

Electric Ireland: Una wrote: »

Hi Pixie34,

I have spoken to a colleague in the PAYG team who advised you are guaranteed credit until tomorrow morning, and to contact them this evening (they are open until 8pm) on 1850 30 50 95.

They are the PAYG dedicated team and would be able to advise you in detail.

Regards,
Una

Hi Una,

Is there no email address to contact them? 1850 numbers are costly and I am certain I won't be spending any more to deal with this issue. Also, the number is on their website. I didn't need to come to boards.ie to get that as a response.

Thanks

ukoda

Pixie34 wrote: »

Electric Ireland: Una wrote: »

Hi Pixie34,

I have spoken to a colleague in the PAYG team who advised you are guaranteed credit until tomorrow morning, and to contact them this evening (they are open until 8pm) on 1850 30 50 95.

They are the PAYG dedicated team and would be able to advise you in detail.

Regards,
Una

Hi Una,

Is there no email address to contact them? 1850 numbers are costly and I am certain I won't be spending any more to deal with this issue.

Thanks

1850 numbers are capped at a maximum of about 30c from mobiles. its 1890 thats expensive 

Pixie34

Does that mean they can't be contacted by email? I don't have any credit as I spent my last €30 on electricity...

ukoda

Pixie34 wrote: »

Does that mean they can't be contacted by email? I don't have any credit as I spent my last €30 on electricity...

im not sure, sorry I'm not EI staff i just weighted in and posted when i was browsing,  but an email never gets a very quick response in my experience with these companies 

EI: Aoife

Hi Pixie34,

Unfortunately, we do not have access to the Pay As You Go code generating system on Boards which is why my colleague directed you to call and any email can take a number of days to be dealt with. This is why we would suggest that you ring our colleagues. If you do not wish to ring the 1850 number, you can ring 01 8529534 and ask to be put through to the Pay As You Go department instead.

We regret any inconvenience.

Do let us know if you have any other questions.

Regards,
Aoife

Pixie34

Electric Ireland: Aoife wrote: »

Hi Pixie34,

Unfortunately, we do not have access to the Pay As You Go code generating system on Boards which is why my colleague directed you to call and any email can take a number of days to be dealt with. This is why we would suggest that you ring our colleagues. If you do not wish to ring the 1850 number, you can ring 01 8529534 and ask to be put through to the Pay As You Go department instead.

We regret any inconvenience.

Do let us know if you have any other questions.

Regards,
Aoife

Thanks Aoife, that is a lot more helpful. I appreciate you taking the time to explain.

EI: Aoife

Hi Pixie34,

You are very welcome. If there is anything more we can help you with, do let us know.

Regards,
Aoife

EI: Una

Pixie34 wrote: »

Electric Ireland: Aoife wrote: »

Hi Pixie34,

Unfortunately, we do not have access to the Pay As You Go code generating system on Boards which is why my colleague directed you to call and any email can take a number of days to be dealt with. This is why we would suggest that you ring our colleagues. If you do not wish to ring the 1850 number, you can ring 01 8529534 and ask to be put through to the Pay As You Go department instead.

We regret any inconvenience.

Do let us know if you have any other questions.

Regards,
Aoife

Thanks Aoife, that is a lot more helpful. I appreciate you taking the time to explain.

Hi again Pixie34,

Sorry if I did not appear helpful - that was not my intention.

For a query that requires an immediate (or close to immediate) response, we in this department are generally able to respond quickly (on Boards.ie, also Facebook and Twitter) however, if we are only in a position to give basic advice due to the query requiring input from a dedicated team like PAYG (also Home Services, Sales, SME) the other quickest way to be assisted is via telephone (email would take a few days as advised) and we finish at 6pm (Monday to Friday) but the telephone lines for PAYG and general customer service are open until 8pm (also on Saturdays).

Hope your query is resolved.

Kind regards,
Una