Problems with overcharging, bills and leaving Eircom

soups05

hi, sorry for the long story but this issue seems to be complicated from Eir's point of view. I have been an Eircom customer at my current address for appox ten years as far I remember. I upgraded my account from the 7 mb unlimited to the Fibre unlimited when that service reached our area. However around 12/14 months later I discovered that I was being charged €16 per month for going over my internet usage cap. 

I contacted customer support and upon investigation the lady on the phone agreed that it was an obvious error on their part as I was moved from unlimited broadband to limited fibre, but was being charged for the unlimited fibre and also being charged for the extra usage.

she assured me she would be able to sort it out and my refund would be applied on the next bill or possibly the bill after that.

both of these bills, while not charging for excess usage, did not contain a credit or refund. I contacted phone support again but without the name of the original support person, no reference number etc I was unable to make any head way.

frustrated with this lack of customer care I opted to leave Eircom and therefore checked with phone support if my account was in contract or not. By this time the contract period had expired so I requested termination of my account and a final bill.

I then contacted a rival company and arranged broadband with them, they took over my line and sent me a new modem and I awaited a final bill from Eircom. I checked with phone support and asked if I needed to return the modem but was told no.

that was Aug 15. In oct I received my bill for €187. This included broadband for Aug,Sept and Oct plus line rental etc. Shortly after my wife received a call from a rep,advising that the bill needed to be paid or my service would be cut off. While I discuss everything with my wife I am sure that the rep discussing my account with anyone other than me is a serious breach of data protection. The rep informed her that we would need to pay the outstanding bill and he would then organise a refund for us.

 I emailed support as I had no wish to be fobbed off with verbal promises which never come true...again.   "Jason" responded to inform me that my acc was cancelled on 30/10/15 and that all cancellations must be done in writing, again this is not what I had been informed of in Aug when I was told on the phone that I could cancel with immediate effect.

I then received another email with my final bill of €21.72. Relived to be free of this company I elected to not dispute the refund and merely pay the bill, however my Eircom account is now closed and I cannot pay it online, I have no faith in the phone(y) customer support so I have no intention of giving them my card details to make the payment.

Meanwhile I have received a further 2 bills,both in the amount of €81.71 which I have no means of checking or paying as the account is closed.

I would like to request a review of my account going back to before the upgrade in order to verify that I was indeed overcharged for more than a year, I would then like that amount refunded to me, I would also like a proper,itemised final bill, one which I can pay either online or at a post office. 

I would also like certain unspeakable things done to that cheeky rep who breached data protection but I am confident someone of his calibre has long since been fired.   

one final point, it is a source of great irony and frustration that a COMMUNICATIONS company has such poor communications and that your online chat facility has been offline since at least last Aug.  

soups05

I dont wish to clog up the forum but a small bump to get it back on the 1st page so it can be seen is,i think,understandable. 

eir: Alan

soups05 wrote: »

hi, sorry for the long story but this issue seems to be complicated from Eir's point of view. I have been an Eircom customer at my current address for appox ten years as far I remember. I upgraded my account from the 7 mb unlimited to the Fibre unlimited when that service reached our area. However around 12/14 months later I discovered that I was being charged €16 per month for going over my internet usage cap. 

I contacted customer support and upon investigation the lady on the phone agreed that it was an obvious error on their part as I was moved from unlimited broadband to limited fibre, but was being charged for the unlimited fibre and also being charged for the extra usage.

she assured me she would be able to sort it out and my refund would be applied on the next bill or possibly the bill after that.

both of these bills, while not charging for excess usage, did not contain a credit or refund. I contacted phone support again but without the name of the original support person, no reference number etc I was unable to make any head way.

frustrated with this lack of customer care I opted to leave Eircom and therefore checked with phone support if my account was in contract or not. By this time the contract period had expired so I requested termination of my account and a final bill.

I then contacted a rival company and arranged broadband with them, they took over my line and sent me a new modem and I awaited a final bill from Eircom. I checked with phone support and asked if I needed to return the modem but was told no.

that was Aug 15. In oct I received my bill for €187. This included broadband for Aug,Sept and Oct plus line rental etc. Shortly after my wife received a call from a rep,advising that the bill needed to be paid or my service would be cut off. While I discuss everything with my wife I am sure that the rep discussing my account with anyone other than me is a serious breach of data protection. The rep informed her that we would need to pay the outstanding bill and he would then organise a refund for us.

 I emailed support as I had no wish to be fobbed off with verbal promises which never come true...again.   "Jason" responded to inform me that my acc was cancelled on 30/10/15 and that all cancellations must be done in writing, again this is not what I had been informed of in Aug when I was told on the phone that I could cancel with immediate effect.

I then received another email with my final bill of €21.72. Relived to be free of this company I elected to not dispute the refund and merely pay the bill, however my Eircom account is now closed and I cannot pay it online, I have no faith in the phone(y) customer support so I have no intention of giving them my card details to make the payment.

Meanwhile I have received a further 2 bills,both in the amount of €81.71 which I have no means of checking or paying as the account is closed.

I would like to request a review of my account going back to before the upgrade in order to verify that I was indeed overcharged for more than a year, I would then like that amount refunded to me, I would also like a proper,itemised final bill, one which I can pay either online or at a post office. 

I would also like certain unspeakable things done to that cheeky rep who breached data protection but I am confident someone of his calibre has long since been fired.   

one final point, it is a source of great irony and frustration that a COMMUNICATIONS company has such poor communications and that your online chat facility has been offline since at least last Aug.  

Hi soups05

I'm genuinely sorry to hear of this negative experience with eir. Please PM me the eir account number and I will get back to you within 24 hours.

Many thanks
AL

soups05

Thank you Alan, PM sent

eir: Alan

soups05 wrote: »

Thank you Alan, PM sent

Thanks soups05

I'll look in to to this in details and I should be able to get back to you by tomorrow afternoon

Cheers
Al

soups05

Hi Alan, its been appox 3 weeks and I am still awaiting a reply on this issue, have you had any luck?

soups05

Alan, i am still hoping for a response when you have time

soups05

sigh, this is becoming irritating. a box in the corner show a response time of 19 hrs, am not sure the people listed in that box can see it. I'm aware that boards had issues and that's fair enough, but this has dragged on with no response for the last month.

can alan or anyone else on the team get back to me on this please? 

this section is called talk to, its implied that when we talk...you listen and respond. other wise why bother talking?    

soups05

and the wait goes on,and on,and on...........

eir: Alan

soups05 wrote: »

and the wait goes on,and on,and on...........

I'm genuinely sorry for the delays soups05

I will review this case again and ensure I get back to you within 24hrs

Thanks
Al

soups05

still waiting for your  response Alan

esforum

Does anyone get a response? I am beginning to think threads are closed without solutions here.

by the way you sound like a similar case to me, every month a larger and larger bill but no way to read what I am actually being charged,

eventually BCW debt collectors will get involved at which stage Eir will again **** it up and even if you pay the outstanding charges, will send new bills!

eir: Alan

soups05 wrote: »

still waiting for your  response Alan

Hi soups05

My investigations in to this are complete, are you free to take a call to discus?

Cheers

Al

soups05

sorry i missed your post alan, i will be free from 11 till 1 tomorrow, or 11 till 5 on friday if you want to ring me, thank you.

eir: Alan

soups05 wrote: »

sorry i missed your post alan, i will be free from 11 till 1 tomorrow, or 11 till 5 on friday if you want to ring me, thank you.

No problem soups05

I will call at 12 today

Al

soups05

Hi Alan, sorry to bother you again but I'm afraid this issue is still outstanding.

When we spoke in feb you had arranged the refund and all I needed to do was ring and request it personally. I did this during the 1st week of march. The lady on the phone was reluctant to issue a refund because " I can see the money in your account,I can see its closed,but I can't see where the money came from" It was only after I said I would return to boards to speak to you that she agreed to talk to her supervisor. A 20 min wait was followed by an agreement to issue the refund. 30 days to process etc etc.
On the 1st of april I received a text informing me that the cheque had been issued and would arrive in 10 working days. At this point while I was fairly annoyed at the long wait I was happy that an end was in sight...oh foolish me.
When the cheque failed to arrive I contacted eir again around the start of may. During that conversation it transpired that my address had been changed on the system. I have no idea who changed it or why, I do know that bills never fail to arrive in the past so am confused about that. 
The gentleman assured me that the address was corrected and the cheque would be re issued.
by the end of may I contacted eir again and the person who took the details promised to call back that day with an answer. No call received. 
On Wednesday of last week,  8th june, I contacted eir again, this time I was informed that there was a refund due but there was "an issue in the back office" which the person on the phone would sort out and contact me to confirm the refund.

Despite your hard work in feb this issue has dragged on for another 4 months, with different excuses and different personnel involved each time.

I have returned here as you seem to be the only one working for eir who will attempt to resolve this.

Can you please look into this again and find out why my address was changed,why the cheque was delayed and when will I finally get my refund.

Thank you 

marklazarcovic

astonishing behaviour from eir/con

Eir: Pamela

soups05 wrote: »

Hi Alan, sorry to bother you again but I'm afraid this issue is still outstanding.

When we spoke in feb you had arranged the refund and all I needed to do was ring and request it personally. I did this during the 1st week of march. The lady on the phone was reluctant to issue a refund because " I can see the money in your account,I can see its closed,but I can't see where the money came from" It was only after I said I would return to boards to speak to you that she agreed to talk to her supervisor. A 20 min wait was followed by an agreement to issue the refund. 30 days to process etc etc.
On the 1st of april I received a text informing me that the cheque had been issued and would arrive in 10 working days. At this point while I was fairly annoyed at the long wait I was happy that an end was in sight...oh foolish me.
When the cheque failed to arrive I contacted eir again around the start of may. During that conversation it transpired that my address had been changed on the system. I have no idea who changed it or why, I do know that bills never fail to arrive in the past so am confused about that. 
The gentleman assured me that the address was corrected and the cheque would be re issued.
by the end of may I contacted eir again and the person who took the details promised to call back that day with an answer. No call received. 
On Wednesday of last week,  8th june, I contacted eir again, this time I was informed that there was a refund due but there was "an issue in the back office" which the person on the phone would sort out and contact me to confirm the refund.

Despite your hard work in feb this issue has dragged on for another 4 months, with different excuses and different personnel involved each time.

I have returned here as you seem to be the only one working for eir who will attempt to resolve this.

Can you please look into this again and find out why my address was changed,why the cheque was delayed and when will I finally get my refund.

Thank you 

[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif]soups05,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Thanks for getting in touch. [/font]
[font=Verdana, sans-serif]I'm so sorry to hear you have experienced these delays and have not received your cheque yet.[/font]
[font=Verdana, sans-serif]I'm afraid Alan is no longer with us , can you PM me your account details and I will follow this up for you.[/font]
[font=Verdana, sans-serif] [/font]

[font=Verdana, sans-serif]-Pamela [/font]

soups05

Hi Pamela
PM sent, thank you.

Eir: Pamela

soups05 wrote: »

Hi Pamela
PM sent, thank you.

[font=Verdana, sans-serif]Thanks [/font][font=Verdana, sans-serif]soups05,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]I'm just going through my PM's now and will be back to you shortly.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

[font=Verdana, sans-serif] [/font]

soups05

Shortly appears to mean something different when you work for Eir. Its been two days  :(

Eir: Pamela

soups05 wrote: »

Shortly appears to mean something different when you work for Eir. Its been two days  :(

[font=Verdana, sans-serif]I have checked my PM's [/font][font=Verdana, sans-serif]soups05 [/font][font=Verdana, sans-serif]and I'm afraid I did not receive a PM from you, if you can send this to me i'll take a look into this today.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela[/font]

[font=Verdana, sans-serif] [/font]

soups05

Not sure why you did not receive my pm, have resent. My apologies Pamela

 

Eir: Pamela

soups05 wrote: »

Not sure why you did not receive my pm, have resent. My apologies Pamela

 

[font=Verdana, sans-serif]Thanks [/font][font=Verdana, sans-serif]soups05,[/font]
[font=Verdana, sans-serif] [/font]

[font=Verdana, sans-serif]-Pamela [/font]

soups05

Hi Pamela, 
Has there been any progress on this, sorry to seem impatient but it has dragged on for a long time at this stage.  

Eir: Pamela

soups05 wrote: »

Hi Pamela, 
Has there been any progress on this, sorry to seem impatient but it has dragged on for a long time at this stage.  

[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif]soups05,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]I responded to your PM but I never got a reply I'm afraid. I have requested the previous cheque to be cancelled and reissued.[/font]
[font=Verdana, sans-serif] [/font]

[font=Verdana, sans-serif]-Pamela [/font]

soups05

I checked my pm and you had stated you would update me, hence no need for a reply. I am still awaiting clarification on some issues as follows:

1 Why was my address changed when the 1st cheque was sent out in May? This is going by the information provided by customer service rep.

2 Why has it taken three and a half months for a refund to date? this does not include the time it will take for the new cheque to arrive of course.

3 Why was I repeatedly told I would be contacted with an update only to be left to do the chasing myself?

4 Why was I told there was a back office issue regarding the refund?

5 What was the back office issue? 

6 Will there be any action taken regarding this section of my op:

Shortly after my wife received a call from a rep,advising that the bill needed to be paid or my service would be cut off. While I discuss everything with my wife I am sure that the rep discussing my account with anyone other than me is a serious breach of data protection. The rep informed her that we would need to pay the outstanding bill and he would then organise a refund for us.

I look forward to your reply. Also an update on when I can expect the cheque would be great

thank you

Eir: Pamela

soups05 wrote: »

I checked my pm and you had stated you would update me, hence no need for a reply. I am still awaiting clarification on some issues as follows:

1 Why was my address changed when the 1st cheque was sent out in May? This is going by the information provided by customer service rep.

2 Why has it taken three and a half months for a refund to date? this does not include the time it will take for the new cheque to arrive of course.

3 Why was I repeatedly told I would be contacted with an update only to be left to do the chasing myself?

4 Why was I told there was a back office issue regarding the refund?

5 What was the back office issue? 

6 Will there be any action taken regarding this section of my op:

Shortly after my wife received a call from a rep,advising that the bill needed to be paid or my service would be cut off. While I discuss everything with my wife I am sure that the rep discussing my account with anyone other than me is a serious breach of data protection. The rep informed her that we would need to pay the outstanding bill and he would then organise a refund for us.

I look forward to your reply. Also an update on when I can expect the cheque would be great

thank you

[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Apologies [/font][font=Verdana, sans-serif]soups05,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]When I checked the address the cheque was to be sent to it was the correct address. [/font]
[font=Verdana, sans-serif]As the cheque has to be reissued this will lead to delays I’m afraid as our cheque refund team will need to contact the bank and have the previous cheque tracked and cancelled. Once the cheque has been cancelled it will then need to be reissued.[/font]
[font=Verdana, sans-serif]I have checked this and there are no back office issues affecting your cheque refund.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]This team will call the contact number listed on the account and prior to discussing any information the agent will ask for the account holder and then ask for confirmation to discuss the details of the account. [/font]
[font=Verdana, sans-serif]I'm afraid I do not have an update on when the cheque will be issued as the cheque refund team are still awaiting information in relation to this from the bank.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

[font=Verdana, sans-serif] [/font]

soups05

Eir: Pamela wrote: »

soups05 wrote: »

I checked my pm and you had stated you would update me, hence no need for a reply. I am still awaiting clarification on some issues as follows:

1 Why was my address changed when the 1st cheque was sent out in May? This is going by the information provided by customer service rep.

2 Why has it taken three and a half months for a refund to date? this does not include the time it will take for the new cheque to arrive of course.

3 Why was I repeatedly told I would be contacted with an update only to be left to do the chasing myself?

4 Why was I told there was a back office issue regarding the refund?

5 What was the back office issue? 

6 Will there be any action taken regarding this section of my op:

Shortly after my wife received a call from a rep,advising that the bill needed to be paid or my service would be cut off. While I discuss everything with my wife I am sure that the rep discussing my account with anyone other than me is a serious breach of data protection. The rep informed her that we would need to pay the outstanding bill and he would then organise a refund for us.

I look forward to your reply. Also an update on when I can expect the cheque would be great

thank you

[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Apologies [/font][font=Verdana, sans-serif]soups05,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]When I checked the address the cheque was to be sent to it was the correct address. 

so why did the agent read out the incorrect address?
what happened to that cheque as i never received it?
[/font]
[font=Verdana, sans-serif]As the cheque has to be reissued this will lead to delays I’m afraid as our cheque refund team will need to contact the bank and have the previous cheque tracked and cancelled. Once the cheque has been cancelled it will then need to be reissued.

[/font]so even more delays then.

[font=Verdana, sans-serif]I have checked this and there are no back office issues affecting your cheque refund.

[/font]so yet again another rep has lied to me is what your saying?
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]This team will call the contact number listed on the account and prior to discussing any information the agent will ask for the account holder and then ask for confirmation to discuss the details of the account. 

[/font]this seems like an attempt to mollify me and pander to me, when it is actually what is REQUIRED by law and should be STANDARD PRACTISE in all situations. any contact i make with eircom requires me to first prove my identity. 

[font=Verdana, sans-serif]I'm afraid I do not have an update on when the cheque will be issued as the cheque refund team are still awaiting information in relation to this from the bank.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

[font=Verdana, sans-serif] [/font]

At this point am afraid I have given up hope of ever resolving this matter, constant and repeated lies, excuses and blame shifting. I believe I will need to go to comreg to sort this out in a timely manner. This began 2 years agos, lead to me leaving eircom last august, coming on boards in jan and now its the end of june and no refund.

this company is a joke 

Seth Brundle

Eir: Pamela wrote: »

[font=Verdana, sans-serif]...our cheque refund team ...[/font][font=Verdana, sans-serif] [/font]

[font=Verdana, sans-serif] [/font]

Eir have a cheque refund team? :eek:
Does that not tell you a few things?

• Is there really that many overpayments being made to Eir that a team required to issue refunds?
• Given that soups05 has been waiting on a refund since January (actually longer), what exactly do the cheque refund team do when they arrive into work? 
  

soups05

ok, a quick update on this, i received a text on July 1st to confirm my refund would be with me in 10 days, actually i received 6 of them in 3 mins but aside from that, this is the same text i received on the 1st april so am not gonna hold me breath.

then on july 4th i received 2 texts saying my usage on the account was too high and another demanding payment of €124 to avoid disconnection. As far as I am aware eir cannot now disconnect me as i am with sky, of course i may be wrong.

and the final insult?

i received an email bill from eir for €201 today 

eir: Ciara

soups05 wrote: »

ok, a quick update on this, i received a text on July 1st to confirm my refund would be with me in 10 days, actually i received 6 of them in 3 mins but aside from that, this is the same text i received on the 1st april so am not gonna hold me breath.

then on july 4th i received 2 texts saying my usage on the account was too high and another demanding payment of €124 to avoid disconnection. As far as I am aware eir cannot now disconnect me as i am with sky, of course i may be wrong.

and the final insult?

i received an email bill from eir for €201 today 

Hi Soups05,

Thank you for getting in touch  I am very sorry to hear that this has happened.

Can you PM me your account number and I will check this out for you? 

Kind Regards,
Ciara.

soups05

hi Ciara

pm sent, hopefully you will be able to address some of the issues raised here

eir: Ciara

soups05 wrote: »

hi Ciara

pm sent, hopefully you will be able to address some of the issues raised here

Hi Soups05,

I have responded to your PM.

Kind Regards,
Ciara.

soups05

soups05 wrote: »

ok, a quick update on this, i received a text on July 1st to confirm my refund would be with me in 10 days, actually i received 6 of them in 3 mins but aside from that, this is the same text i received on the 1st april so am not gonna hold me breath.

then on july 4th i received 2 texts saying my usage on the account was too high and another demanding payment of €124 to avoid disconnection. As far as I am aware eir cannot now disconnect me as i am with sky, of course i may be wrong.

and the final insult?

i received an email bill from eir for €201 today 

so it is now the 18th and still no cheque. but i did receive a "polite reminder" text from eir to let me know my bill is overdue.

at what point is this considered harassment?   

eir: Ciara

soups05 wrote: »

soups05 wrote: »

ok, a quick update on this, i received a text on July 1st to confirm my refund would be with me in 10 days, actually i received 6 of them in 3 mins but aside from that, this is the same text i received on the 1st april so am not gonna hold me breath.

then on july 4th i received 2 texts saying my usage on the account was too high and another demanding payment of €124 to avoid disconnection. As far as I am aware eir cannot now disconnect me as i am with sky, of course i may be wrong.

and the final insult?

i received an email bill from eir for €201 today 

so it is now the 18th and still no cheque. but i did receive a "polite reminder" text from eir to let me know my bill is overdue.

at what point is this considered harassment?   

Hi Soups05,

I have responded to your PM.

-Ciara

soups05

ah yes, the pm from 3 weeks ago, where you advised that i should ring the customer (don't ) care team. which i did, and was advised that the email bill and text regarding over due amount had been sent in error and i should just ignore them.

well that worked a treat....not.

soups05

A quick update on this, still no cheque of course, contacted comreg who advised I file a formal complaint via ccm@eir.ie  which I have just done.

If this ever gets resolved I will update this thread.  

soups05

Another update, two emails received in response to my complaint. One says they will contact me in ten days, the other within two days. In the end it took 6 days for the next email.
That email informs me that a rep will be in touch shortly to discuss this. DISCUSS.....hhhmmmm. That would seem to mean that they would talk to and listen to me. Despite the fact that i clearly stated in the complaint that verbal communication was no longer acceptable due to their repeated broken promises and lies.

oh, and another gentle reminder from eir today via text regarding my bill.

 

mnolan198

soups05 wrote: »

hi, sorry for the long story but this issue seems to be complicated from Eir's point of view. I have been an Eircom customer at my current address for appox ten years as far I remember. I upgraded my account from the 7 mb unlimited to the Fibre unlimited when that service reached our area. However around 12/14 months later I discovered that I was being charged €16 per month for going over my internet usage cap. 

I contacted customer support and upon investigation the lady on the phone agreed that it was an obvious error on their part as I was moved from unlimited broadband to limited fibre, but was being charged for the unlimited fibre and also being charged for the extra usage.

she assured me she would be able to sort it out and my refund would be applied on the next bill or possibly the bill after that.

both of these bills, while not charging for excess usage, did not contain a credit or refund. I contacted phone support again but without the name of the original support person, no reference number etc I was unable to make any head way.

frustrated with this lack of customer care I opted to leave Eircom and therefore checked with phone support if my account was in contract or not. By this time the contract period had expired so I requested termination of my account and a final bill.

I then contacted a rival company and arranged broadband with them, they took over my line and sent me a new modem and I awaited a final bill from Eircom. I checked with phone support and asked if I needed to return the modem but was told no.

that was Aug 15. In oct I received my bill for €187. This included broadband for Aug,Sept and Oct plus line rental etc. Shortly after my wife received a call from a rep,advising that the bill needed to be paid or my service would be cut off. While I discuss everything with my wife I am sure that the rep discussing my account with anyone other than me is a serious breach of data protection. The rep informed her that we would need to pay the outstanding bill and he would then organise a refund for us.

 I emailed support as I had no wish to be fobbed off with verbal promises which never come true...again.   "Jason" responded to inform me that my acc was cancelled on 30/10/15 and that all cancellations must be done in writing, again this is not what I had been informed of in Aug when I was told on the phone that I could cancel with immediate effect.

I then received another email with my final bill of €21.72. Relived to be free of this company I elected to not dispute the refund and merely pay the bill, however my Eircom account is now closed and I cannot pay it online, I have no faith in the phone(y) customer support so I have no intention of giving them my card details to make the payment.

Meanwhile I have received a further 2 bills,both in the amount of €81.71 which I have no means of checking or paying as the account is closed.

I would like to request a review of my account going back to before the upgrade in order to verify that I was indeed overcharged for more than a year, I would then like that amount refunded to me, I would also like a proper,itemised final bill, one which I can pay either online or at a post office. 

I would also like certain unspeakable things done to that cheeky rep who breached data protection but I am confident someone of his calibre has long since been fired.   

one final point, it is a source of great irony and frustration that a COMMUNICATIONS company has such poor communications and that your online chat facility has been offline since at least last Aug.  

Hi Doesnt surprise me at all. one of the most incompetent Companies I have ever had dealings with.

soups05

so its now been a week and still no more contact, except of course for ANOTHER bill for €201 for a service i left a year ago.

on the plus side they have earned a years worth of bad mouthing from me any time someone talks about broadband.  Considering I am back in college in sept that's going to be a lot of people who will hear about this disgrace. 

Trond

soups05 wrote: »

so its now been a week and still no more contact, except of course for ANOTHER bill for €201 for a service i left a year ago.

on the plus side they have earned a years worth of bad mouthing from me any time someone talks about broadband.  Considering I am back in college in sept that's going to be a lot of people who will hear about this disgrace. 

Echos of a dispute i had with them in the past. 

It ended up with solicitors letters demanding payment. Debt collection companies etc. Never paid them a cent. Thats about 4 or 5 years ago now. 

Shocking company when there's a problem. E mobile still hold the proud title of the worst company ive ever dealt with.

soups05

if it was just a bill i did not owe that would be one thing, but they owe ME  money. a year later and i am still trying to get it back

Trond

soups05 wrote: »

if it was just a bill i did not owe that would be one thing, but they owe ME  money. a year later and i am still trying to get it back

In my case I had an email from a member of their own staff which basically fully confirmed my side of the argument. They never even acknowledged its receipt. 

Good luck with getting what you are owed! You never know i suppose.

dar100

Absolute shocking behaviour. Do not let them away with this, word of mouth is a great tool

johndoe99

if there's one story that says stay clear of Eir, its this thread. 

soups05

And I am back, with yet another update. I received no further contact so I passed the information onto Comreg. They responded today at 1230 and promised to contact Eir.

I got a phone call from a private number at 3.33. I rejected the call as I have previously warned eircom i will no longer listen to their lies from customer reps and prefer all communication to be written. Two mins later i get a text asking me to confirm non receipt of the cheque yet again and also to confirm my address, which has not changed in 11 years. again they had no problem with my address when sending out bills.

hopefully with comreg involved this will be sorted soon.     

soups05

and at last a proper response to my complaint. I will post my reply here too but edit out details like address and acc numbers

Dear Soups,
 
Following your last email to Eir, a case was logged under reference *******. This was not answered in time and I want to apologise for that. 

    This is mistake one.A swift reply would have been expected considering the rest of the issues.

Then you contacted Comreg and a case was logged under reference *******.
 
I wish to answer your email complaint and your Comreg complaint.
 
You moved to another provider on 08/08/2015 because you were overcharged on your bills because you were set up on a wrong fibre plan at first.

    Mistake two. This was my reason for leaving.

 Your account should have closed automatically that day but it was not because of a system issue.

    Mistake three. A system issue? one which would have cost me a lot of money if I had been set up for direct debit. 

 Your account was eventually ceased on 30/10/2015. This was the first reason why you kept receiving bills after moving to a new provider in August 2015.
 
After you contacted Eir again, you was refunded your extra bills on 22/10/2015, and your overcharges from your previous bills on 24/02/2016. I have cancelled the remaining amount of €19.87 on 22/08/2016. I cannot say why your refunds were not processed earlier.

    This was due to the hard work of Alan from boards.ie, however no refund was issued, merely setup on the acc. 
    Mistake four

Eir billing system is automatic and as long as an account is not at 0.00, a bill is issued automatically and this is why you kept receiving bills after your account was ceased on 30/10/2015. Your account is now cleared at 0.00 and you will not receive bills from Eir anymore.

    But no one else at eir could explain why I kept receiving bills and also claimed from their end no bills were visible. 

    Mistake five
 
A cheque refund was requested on 25/03/2016 under reference *******, but this was not logged correctly so no cheque was sent out. And a new cheque refund was requested on 26/03/2016 under reference *******. 

   The refund was requested the first week of march, presuming that you refer to how long it took to process then this would seem to be correct. However the refund was not logged correctly so mistake six.

Cheques are issued by the payment team after checking with the back office team, and this is why you were told firstly there was an issue with the back office team and then there was no issue with the back office team.

   But again no one could explain this simple fact mistake seven.
 
You have to know that both cheque requests had your correct address some place somewhere . I cannot say why one agent said otherwise, that was its error.

   Mistake eight.
 
A cheque for an amount of € 181.28 was sent to you on 01/04/2016. I understand that you never received it.

     Mistake, but let’s put this down to an post shall we.
 
I am getting this investigated and a new cheque will be sent out to you in priority once it is confirmed that your first cheque was not cashed.

     "I have contacted the cheque refund team in regards to this, as soon as they come back to me I will update you."

     -Pamela via boards.ie on the 17th june, still awaiting her response. Mistake nine.

Unfortunately, I cannot give you a forecast for when I receive confirmation a new cheque is sent out. I am expecting the delay to be one week and I will contact the person responsible if I do not hear from her within a week.
 
      Finally, a solution to my problem, no offence but I will believe it when I actually have the cheque. 
 
I understand that you should have been contacted and given an update about what was happening instead of having to contact eir yourself and I want to apologise for that.

      Agreed, thank you, but still mistake ten.
 
The agent who talked to your wife without checking her identity first is getting re-trained. Breach of data protection is a very serious issue and we here are taking this issue very seriously.

     And at last a response to something I also take seriously. Thank you for that. Mistake eleven. 
 
Please, accept my deepest apologies again on behalf of Eir.

    Also why did I receive several texts on the 1st of July to inform me that the refund would be with me in ten days? Was a cheque issued at this point and if not then why send the   text, if it was issued where did it go?

    Mistake twelve 

    So in summary, twelve mistakes, one solution in the form of retraining and one expected solution in the form of a cheque. I do hope this is an end to this matter but I will hold   my praise until I am sure it’s over

Soups 

Yoghurt87

Talk about a catalogue of errors!! That is absolutely abysmal service. Fair play to you for the patience you've shown to date and for following up with Comreg, and shame on Eir for dragging it out this long. I hope that cheque arrives swiftly. 

chasm

Funnily enough i had the same issues regarding a refund when i was with Meteor - 7 months and a complaint to comreg, which was closed and then reopened when they were informed that Meteor had given them the wrong information! It would appear that this refund "issue" is a problem across a few of eir's companys and still continues 3 years later!
I hope that this cheque manages to get to you!

soups05

"Eir billing system is automatic and as long as an account is not at 0.00, a bill is issued automatically and this is why you kept receiving bills after your account was ceased on 30/10/2015. Your account is now cleared at 0.00 and you will not receive bills from Eir anymore."




except of course for the bill i just received. oh and still no cheque.