Cancelled my account but still being charged!

Mantis Toboggan

Back in March I cancelled my account with Eircom because of the price rise. However I'm still being charged even though my account is closed. Not sure how this is happening.

Can you please check this out because I cannot afford to pay.

Thanks.

trixiebust

Sorry for high jacking your thread, won't let me create my own

I have ceased my service with Eircom since March 2015, and received my final bill via email today which is 137.00!!!!!

On the bill it states "other charges " of € 100. What is this for? The reason I left Eircom in the first instance is because I was lied to over the phone by a sales agent that my package would not increase with the new price increases being introduced, and I would be unaffected. Nevertheless two weeks later I received a letter informing me my price was increasing.

So I cancelled, and now receive this bill, I need this looked into ASAP, because I certainly will not be paying it as it stands.

You cut off my service on March 24th, and I am now a Vodafone customer, happy I might add.
This really is the pits, and landing people who have left your company with this type of final bill with no information as to why it is so high is shocking.

I want an answer as to why this is.

dub45

Buddy Holly wrote: »

Back in March I cancelled my account with Eircom because of the price rise. However I'm still being charged even though my account is closed. Not sure how this is happening.  

Can you please check this out because I cannot afford to pay.

Thanks.

If you paid by direct debit make sure you have cancelled the direct debit mandate with your bank.

eircom: Alan

Buddy Holly wrote: »

Back in March I cancelled my account with Eircom because of the price rise. However I'm still being charged even though my account is closed. Not sure how this is happening.  

Can you please check this out because I cannot afford to pay.

Thanks.

Sorry to hear this Buddy Holly

Please PM me your eircom account number and I will look in to this for you.

Cheers
Al

eircom: Alan

trixiebust wrote: »

Sorry for high jacking your thread, won't let me create my own

I have ceased my service with Eircom since March 2015, and received my final bill via email today which is 137.00!!!!!

On the bill it states "other charges " of € 100. What is this for? The reason I left Eircom in the first instance is because I was lied to over the phone by a sales agent that my package would not increase with the new price increases being introduced, and I would be unaffected. Nevertheless two weeks later I received a letter informing me my price was increasing.

So I cancelled, and now receive this bill, I need this looked into ASAP, because I certainly will not be paying it as it stands.

You cut off my service on March 24th, and I am now a Vodafone customer, happy I might add.
This really is the pits, and landing people who have left your company with this type of final bill with no information as to why it is so high is shocking.

I want an answer as to why this is.

Hi trixiebust

Please feel free to PM me your eircom account number and I will look in to these charges for you

Thanks
Al

punisher5112

Hi Al never heard back from you regarding the shocking service and customer service along with mad bills.

I have sent complaint rang everything and nothing.

I contacted again after 15 working days to be told oh they never applied the complaint to the account.

It is now again well over a further 10 working days and nothing.

I sent a letter 3 months ago to leave as we were outside 12months.

Still been charged.

Disgusted with treatment from eircom.
Sorry op for coming in on your thread.

trixiebust

eircom: Alan wrote:

Please feel free to PM me your eircom account number and I will look in to these charges for you

PM sent

eircom: Alan

trixiebust wrote: »

Originally posted by eircom: Alan
Please feel free to PM me your eircom account number and I will look in to these charges for you

PM sent

[font=Times New Roman","serif]Hi trixiebust

I have investigated this to discover that the cut off point for cease of contract without charge is the 8th of March 2015. The charge applied because the contract was ceased on the 24th of March.

There is also no record of notice provided to eircom for the cancellation/move. I understand that the other provider arranged the move to their network however specifically stated on the letter it advises the following

"If you wish you can downgrade or withdraw from your contract without penalty for 30 days after the issue date of this letter by calling 1800303605"

As a result I will be unable to request the refund of the €100 on your behalf however if you wish to challenge this you can indeed lodge a formal complaint to eircom where a case is sent for investigation and upon completion of the investigation you are contacted within 10 days.[/font]

[font=Times New Roman","serif] [/font]

[font=Times New Roman","serif]You can log an official complaint by choosing one of the four routes available and detailed here: http://support.eircom.net/article/codeofpractice [/font]

[font=Times New Roman","serif] [/font]

[font=Times New Roman","serif]Thanks[/font]

[font=Times New Roman","serif]Al[/font]

DragonBourne

signed up by phone for unlimited ended up with a 30g cap got charged for over usage took 3 weeks to resolve and get sign up called listened to terrible service

eircom: Alan

DragonBourne wrote: »

signed up by phone for unlimited ended up with a 30g cap got charged for over usage took 3 weeks to resolve and get sign up called listened to terrible service

Very sorry to hear this DragonBourne

I you would like me to follow up on this or if you have any queries please feel free to PM me your eircom account number as I'll be happy to help.

Thanks
Al

trixiebust

eircom: Alan wrote:

I have investigated this to discover that the cut off point for cease of contract without charge is the 8th of March 2015. The charge applied because the contract was ceased on the 24th of March.

eircom: Alan wrote:

There is also no record of notice provided to eircom for the cancellation/move. I understand that the other provider arranged the move to their network however specifically stated on the letter it advises the following

eircom: Alan wrote:

"If you wish you can downgrade or withdraw from your contract without penalty for 30 days after the issue date of this letter by calling 1800303605"

eircom: Alan wrote:

As a result I will be unable to request the refund of the €100 on your behalf however if you wish to challenge this you can indeed lodge a formal complaint to eircom where a case is sent for investigation and upon completion of the investigation you are contacted within 10 days.

Hi Al,

In regards to the cut off point being 8th of March, this is actually incorrect on your behalf.

I have a letter from Eircom dated 6th of March, informing me of price increases giving me 30 days to cancel my service.
This would give me until 6th of April to cancel. I set the process in motion by contacting Vodafone on the same day. Eircom then disconnected my service on March 24th without any notice.

I also posted on the Eircom forum on March 12th stating that Vodafone had informed me, I would not need to contact Eircom personally to cancel they would do so on my behalf, and am still waiting on a response or acknowledgment of the post.

I absolutely will not be paying these charges, as I do not owe what is stated. If necessary I will cancel the Direct Debit.

punisher5112

trixiebust wrote: »

Hi Al,

In regards to the cut off point being 8th of March, this is actually incorrect on your behalf.

I have a letter from Eircom dated 6th of March, informing me of price increases giving me 30 days to cancel my service.
This would give me until 6th of April to cancel. I set the process in motion by contacting Vodafone on the same day. Eircom then disconnected my service on March 24th without any notice.

I also posted on the Eircom forum on March 12th stating that Vodafone had informed me, I would not need to contact Eircom personally to cancel they would do so on my behalf, and am still waiting on a response or acknowledgment of the post.

I absolutely will not be paying these charges, as I do not owe what is stated. If necessary I will cancel the Direct Debit.

That is shocking trixiebust.

I am waiting to hear back from Al for weeks and obviously my posts are been ignored.

I have never come across a company that treats paying customers so badly.

Shocking service.

Never will I be an eircon customer again.

dub45

trixiebust wrote: »

Originally posted by eircom: Alan
I have investigated this to discover that the cut off point for cease of contract without charge is the 8th of March 2015. The charge applied because the contract was ceased on the 24th of March.

Originally posted by eircom: Alan
There is also no record of notice provided to eircom for the cancellation/move. I understand that the other provider arranged the move to their network however specifically stated on the letter it advises the following

Originally posted by eircom: Alan
"If you wish you can downgrade or withdraw from your contract without penalty for 30 days after the issue date of this letter by calling 1800303605"

Originally posted by eircom: Alan
As a result I will be unable to request the refund of the €100 on your behalf however if you wish to challenge this you can indeed lodge a formal complaint to eircom where a case is sent for investigation and upon completion of the investigation you are contacted within 10 days.

Hi Al,

In regards to the cut off point being 8th of March, this is actually incorrect on your behalf.

I have a letter from Eircom dated  6th of March, informing me of price increases  giving me 30 days to cancel my service.
This would give me until 6th of April to cancel. I set the process in motion by contacting Vodafone on the same day. Eircom then  disconnected my service on March 24th without any notice.

I also posted on the Eircom forum on March 12th stating that Vodafone had informed me, I would not need to contact Eircom personally to cancel they would do so on my behalf, and am still waiting on a response or acknowledgment of the post.

I absolutely will not be paying these charges, as I do not owe what is stated. If necessary I will cancel the Direct Debit.

Remember that a direct debit is only a particular way of paying your bills. Cancelling a direct debit does not in any way affect your contractual obligations.

trixiebust

punisher5112 wrote:

That is shocking trixiebust.

punisher5112 wrote:

I am waiting to hear back from Al for weeks and obviously my posts are been ignored.

Unfortunately, this seems to be the norm with Eircom. Ignoring customers. And if and when you do get a response it seems to be a generic answer or stating some piece of their T&C's.

I did nothing wrong, never heard a word from Eircom until this bill arrives with " 100e extra charges " on it.

I even had to fight to confirm that my package would be affected by their price increase. When I first rang to enquire where was my price increase notification that most other customers had already got, rep over the phone was adamant my package would not increase.

It was only through some pushing and pushing on their forum, weeks later it was confirmed my price would increase.

eircom: Alan

trixiebust wrote: »

Originally posted by eircom: Alan
I have investigated this to discover that the cut off point for cease of contract without charge is the 8th of March 2015. The charge applied because the contract was ceased on the 24th of March.

Originally posted by eircom: Alan
There is also no record of notice provided to eircom for the cancellation/move. I understand that the other provider arranged the move to their network however specifically stated on the letter it advises the following

Originally posted by eircom: Alan
"If you wish you can downgrade or withdraw from your contract without penalty for 30 days after the issue date of this letter by calling 1800303605"

Originally posted by eircom: Alan
As a result I will be unable to request the refund of the €100 on your behalf however if you wish to challenge this you can indeed lodge a formal complaint to eircom where a case is sent for investigation and upon completion of the investigation you are contacted within 10 days.

Hi Al,

In regards to the cut off point being 8th of March, this is actually incorrect on your behalf.

I have a letter from Eircom dated  6th of March, informing me of price increases  giving me 30 days to cancel my service.
This would give me until 6th of April to cancel. I set the process in motion by contacting Vodafone on the same day. Eircom then  disconnected my service on March 24th without any notice.

I also posted on the Eircom forum on March 12th stating that Vodafone had informed me, I would not need to contact Eircom personally to cancel they would do so on my behalf, and am still waiting on a response or acknowledgment of the post.

I absolutely will not be paying these charges, as I do not owe what is stated. If necessary I will cancel the Direct Debit.

Hi trixiebust

Very sorry to hear you only received the contract change on the 6th of March, if you could please email a photo of the letter dated 6th of march to eircomconnect@eircom.ie I will then request the removal of the charge,

Many thanks
Al

trixiebust

Hi Al,

Won't let me quote your post, I sent email this evening.

blahblah06

alan pm sent about the same experience

punisher5112

Still haven't heard off you Alan.

I have put in a complaint twice and not one person has contacted me.

The line has been disconnected which is the 1st wonderful thing the company has done.

Shocking shocking service.

SpaceTime

Make a formal complaint then if you get nowhere involve ComReg.

Ring ComReg for advice regardless.

eircom: Tony

trixiebust wrote: »

Hi Al,

Won't let me quote your post, I sent email this evening.

Hi trixiebust. I have sent you a PM on this now. Can yo have a look and hopefully we can add clarity to this for you.
Tony

trixiebust

eircom: Tony wrote:

Hi trixiebust. I have sent you a PM on this now. Can yo have a look and hopefully we can add clarity to this for you. Tony

Replied to PM and email sent

eircom: Tony

trixiebust wrote: »

Originally posted by eircom: Tony
Hi trixiebust. I have sent you a PM on this now. Can yo have a look and hopefully we can add clarity to this for you. Tony

Replied to PM and email sent

Thanks have received both and replied. Hope this helps.
Tony

trixiebust

eircom: Tony wrote:

Thanks have received both and replied. Hope this helps. Tony

Pm with reply sent

trixiebust

As stated in my first post, I have now cancelled my D.D. payment to Eircom

The payment due for 7th of March will be refused

eircom: Alan

trixiebust wrote: »

As stated in my first post, I have now cancelled my D.D. payment to Eircom

The payment due for 7th of March will be refused

Hi trixiebust

The €100 early cease fee has been removed - apologies for the inconvenience this has caused.

I would also just like to let you know that having looked in to your account I see that the broadband has yet to be taken over by the other provider - have you confirmed with them if they have attempted to take over the broadband too?

Thanks
Al

trixiebust

eircom: Alan wrote:

The €100 early cease fee has been removed - apologies for the inconvenience this has caused.

eircom: Alan wrote:

I would also just like to let you know that having looked in to your account I see that the broadband has yet to be taken over by the other provider - have you confirmed with them if they have attempted to take over the broadband too?

Thanks Al,
I have contacted V.F and am awaiting a response.
How and when will I be issued with a new bill, with the correct charges on it.

eircom: Alan

trixiebust wrote: »

Originally posted by eircom: Alan
The €100 early cease fee has been removed - apologies for the inconvenience this has caused.

Originally posted by eircom: Alan
I would also just like to let you know that having looked in to your account I see that the broadband has yet to be taken over by the other provider - have you confirmed with them if they have attempted to take over the broadband too?

Thanks Al,
I have contacted V.F and am awaiting a response.
How and when will I be issued with a new bill, with the correct charges on it.

No worries trixiebust

A new bill reflecting a credit of €100 will be with you after the 20th of May

Thanks
Al

Kalyke

eircom: Alan wrote: »

trixiebust wrote: »

Originally posted by eircom: Alan
The €100 early cease fee has been removed - apologies for the inconvenience this has caused.

Originally posted by eircom: Alan
I would also just like to let you know that having looked in to your account I see that the broadband has yet to be taken over by the other provider - have you confirmed with them if they have attempted to take over the broadband too?

Thanks Al,
I have contacted V.F and am awaiting a response.
How and when will I be issued with a new bill, with the correct charges on it.

No worries trixiebust

A new bill reflecting a credit of €100 will be with you after the 20th of May

Thanks
Al

Ya, but you will have to wait months and endure "misinformation" from Eircom before you get your hands on the cheque!

trixiebust

eircom: Alan wrote: »

No worries trixiebust

A new bill reflecting a credit of €100 will be with you after the 20th of May

Thanks
Al

Hi Al,

I still haven't received any new bill from Eircom, with the 100 euro charge removed.
The original direct debit failed, as per my post a couple of weeks ago.

trixiebust

So, I've just got another bill. This time the amount is € 100. What the hell is going on. The rental dates on the bill are May to June 2015. I have not been an Eircom customer since March, so is this a new bill for a service i no longer receive from Eircom? My direct debit still remains cancelled for all Eircom bills, and the only thing which will get it up and running again, will be when I am charged the correct amount of € 37.10 and not the original charge of € 137.10.

Eircom are now trying to charge me a total of € 237.00 and all I owe is € 37.10!!!

punisher5112

trixiebust wrote: »

So, I've just got another bill. This time the amount is € 100. What the hell is going on. The rental dates on the bill are May to June 2015. I have not been an Eircom customer since March, so is this a new bill for a service i no longer receive from Eircom? My direct debit still remains cancelled for all Eircom bills, and the only thing which will get it up and running again, will be when I am charged the correct amount of € 37.10 and not the original charge of € 137.10.

Eircom are now trying to charge me a total of € 237.00 and all I owe is € 37.10!!!

I have complained and complained and gave them a chance now waiting to see what comreg can do to help.

That is a disgrace trixie.

trixiebust

punisher5112 wrote: »

I have complained and complained and gave them a chance now waiting to see what comreg can do to help.

That is a disgrace trixie.

It really is. I was supposed to get a bill with a credit of € 100, but instead I got a new bill to that amount.

The new bill even includes a € 15 charge for a failed direct debit on the previous bill, which Eircom messed up in the first place. Which is why I cancelled the d.d. immediately.

Johnnio13

Same here. Switched in Feb and still getting bills.
Alan has assured me that it is being looked into in this thread: Linky

Absolute joke that they are unable to cancel an account fully with out all this shi£e dragging on.
Needless to say the DD was cancelled in Feb.

trixiebust

Anyone from Eircom want to reply?!!

Mantis Toboggan

I still haven't received anything back from Eircom!!

punisher5112

They usually get back on here once but then ignore all your posts and move on.

Shocking company this eircom is.

I am sickened at the treatment I have received.

eircom: Tony

Johnnio13 wrote: »

Same here. Switched in Feb and still getting bills.
Alan has assured me that it is being looked into in this thread: Linky

Absolute joke that they are unable to cancel an account fully with out all this shi£e dragging on.
Needless to say the DD was cancelled in Feb.

Hi Jonnnio13,
I can see that Al did get back on this issue through call and post, and this should be resolved.. If you do continue to have any issue let us know immediately.
Tony

eircom: Tony

trixiebust wrote: »

Anyone from Eircom want to reply?!!

Hi trixiebust,
I can see Al also responded to this on 06/05 and requested a new bill reflecting a credit of €100 which should have been with you around the 20th of May. We will chase this for you now and be back as soon as we can.
Tony

eircom: Tony

Buddy Holly wrote: »

I still haven't received anything back from Eircom!!

Hi Buddy Holly
I have searched back through posts but did not see yours. If you have not PM'd us your details, please do and we will follow up on this issue for you.
Tony

punisher5112

Is anyone going to help me??????

Eircom customer service?????

All my posts have been ignored.

eircom: Tony

trixiebust wrote: »

Anyone from Eircom want to reply?!!

Hi trixedust
I have PM'd you with update on this. I hope this resolves all issues finally and apologies for time and frustration caused in resolving this issue.
I will be back as soon as I can to confirm this has been closed off.
Regards
Tony

eircom: Tony

punisher5112 wrote: »

Is anyone going to help me??????

Eircom customer service?????

All my posts have been ignored.

Hi Punisher5112
I can see that we did advise you on earlier post that this issue was with our official complaints team and that you would be contacted by mail as they had been unable to call you. Our complaints team is the correct section to deal with this issue and I have been advised that a letter was sent to you and that contact details for credit management were also supplied.
I have asked again for confirmation that this was sent to you.
I am afraid that once an official response from our Customer Complaints team has been sent and decision made we cannot over rule these. Your case does have to be addressed by appropriate process.
I will be back with any further information on this issue for you and will sent PM with more details also.
Tony

trixiebust

eircom: Tony wrote: »

trixiebust wrote: »

Anyone from Eircom want to reply?!!

Hi trixedust
I have PM'd you with update on this. I hope this resolves all issues finally and apologies for time and frustration caused in resolving this issue.
I will be back as soon as I can to confirm this has been closed off.
Regards
Tony

Hi Tony,

I appreciate the P.M, and I do hope this gets sorted once and for all.

Mantis Toboggan

eircom: Tony wrote: »

Hi Buddy Holly
I have searched back through posts but did not see yours. If you have not PM'd us your details, please do and we will follow up on this issue for you.
Tony

Ehhhhh.... I'm the one who started this thread....??

eircom: Tony

Buddy Holly wrote: »

eircom: Tony wrote: »

Hi Buddy Holly
I have searched back through posts but did not see yours. If you have not PM'd us your details, please do and we will follow up on this issue for you.
Tony

Ehhhhh.... I'm the one who started this thread....??

Hi Buddy Holly, yes I can see your first post and the most recent ones,however I cannot access your PM. Would you mind PMing me again so I can follow up?
Tony

eircom: Tony

trixiebust wrote: »

eircom: Tony wrote: »

trixiebust wrote: »

Anyone from Eircom want to reply?!!

Hi trixedust
I have PM'd you with update on this. I hope this resolves all issues finally and apologies for time and frustration caused in resolving this issue.
I will be back as soon as I can to confirm this has been closed off.
Regards
Tony

Hi Tony,

I appreciate the P.M, and I do hope this gets sorted once and for all.

I have been advised it will be resolved and closed. I will be following progress and have asked for update on final action.
Tony

trixiebust

And I'm back again...... Got another bill, second last line states: 
Total Charges This Month inc. V.A.T  € 45.01 ( This amount is incorrect, but i was willing to pay it just to finish all dealings with Eircom )

But for some magical, mysterious reason, the next and final line on the bill jumps from €45.01 to €55.57! No explanation, no reason, no added charges. Just increases by € 10. Nice try, d.d will still remain cancelled until I get a correct bill. Cancelled in March, this is July and I still can't get a bill which is correct.

punisher5112

I have received a threatening letter from eircom.

They say they will pass the bill to a debt collector and legal proceedings.

I have sent a complaint months ago and have never been contacted.

I am shocked with this letter.

Disgusting company to try and get a service off if one could call it a service.


All this from a company that robbed money from my credit card amounting €468.88.

A rep on here needs to actually read my posts and i would like to think one could actually help fix this terrible treatment towards me.

Mantis Toboggan

I was still being charged after I cancelled my account.
Was promised by 2 staff on this site who told me that I would be refunded.
That's nearly 3 months ago and I still haven't been refunded.
The product itself, Efibre/evision was actually pretty good, but their billing department/customer service leaves a lot to be desired.

eircom: Alan

trixiebust wrote: »

And I'm back again...... Got another bill, second last line states: 
Total Charges This Month inc. V.A.T  € 45.01 ( This amount is incorrect, but i was willing to pay it just to finish all dealings with Eircom )

But for some magical, mysterious reason, the next and final line on the bill jumps from €45.01 to €55.57! No explanation, no reason, no added charges. Just increases by € 10. Nice try, d.d will still remain cancelled until I get a correct bill. Cancelled in March, this is July and I still can't get a bill which is correct.

Very sorry to hear this trixiebust

I will investigate this and get back to you as soon as I have clarification on the addition charges.

Thanks
Al

trixiebust

eircom: Alan wrote: »

trixiebust wrote: »

And I'm back again...... Got another bill, second last line states: 
Total Charges This Month inc. V.A.T  € 45.01 ( This amount is incorrect, but i was willing to pay it just to finish all dealings with Eircom )

But for some magical, mysterious reason, the next and final line on the bill jumps from €45.01 to €55.57! No explanation, no reason, no added charges. Just increases by € 10. Nice try, d.d will still remain cancelled until I get a correct bill. Cancelled in March, this is July and I still can't get a bill which is correct.

Very sorry to hear this trixiebust

I will investigate this and get back to you as soon as I have clarification on the addition charges.

Thanks
Al

eircom: Tony wrote: »

trixiebust wrote: »

eircom: Tony wrote: »

trixiebust wrote: »

Anyone from Eircom want to reply?!!

Hi trixedust
I have PM'd you with update on this. I hope this resolves all issues finally and apologies for time and frustration caused in resolving this issue.
I will be back as soon as I can to confirm this has been closed off.
Regards
Tony

Hi Tony,

I appreciate the P.M, and I do hope this gets sorted once and for all.

I have been advised it will be resolved and closed. I will be following progress and have asked for update on final action.
Tony

And again....got another bill this time € 140.00. Even funnier, got two text messages in the last week telling me that " your usage is unusually high at the moment, please contact Eircom ". This has been going on since March, and stil nobody is willing to help. Expecting the stock answer of I will investigate and get back as soon as I have an update.