Can't see my bill after switching to another provider

sophielc

Hi,

After getting the Eir Contract change letter notifying me of price increases I decided to switch provider. I called the Freephone number indicated on the letter within 2 days so I could change without early cancellation penalties. 

Yesterday I received the usual email letting know that my new bill is available - my bills have been around the same amount since I've opted for unlimited broadband so I was unpleasantly surprised to see this time it was much higher. When I tried logging into my account to view the bill I realised I couldn't see it as my account was ceased. I don't get paper bills and I need to see what I'm being charged for before I let the DD go through.

I also received a text message this morning telling me that my usage was quite high and I and to contact Eir to make an advance payment or I would risk my service to be interrupted (If anything it should be lower as my phone service switched to new provider on 4/3/16 and my efibre - including evision - stopped working on 9/3/16 - therefore already interrupted!!!).

Ally Dick

Stop the direct debit until they explain it to you

sophielc

Well I called today (the freefone number first who confirmed me I wouldn't be charged penalties, and put me through to the billing dept as I wanted to query that last bill), and as I was half expecting €80 of the bill is for early ceasing charges!

The person in billing dept told me he had no record of me calling the freephone number on 4/3/16 (of course stupid me didn't take down the name of that person I talked to on 4/3 but I clearly remember him telling me to call again when my new service starts).

Now they're telling me (because they can't find a record of the call on 4/3/16, surprise, surprise!) that I didn't follow the correct procedure - saying my new provider switched the service before I informed them - I am fuming as that is blatant lying!

I told them I'd cancel my DD as I'm willing to pay what I owe but there's no way I am paying for the early cancellation: the fact they can't find a recording of my phone call is someone at Eir not doing their job properly - even though I'm more inclined to think staff at that level are competent at their jobs and that's it's management trying to find every trick in the book - even lying - to deliberately overcharge their customers (not sure whether I can avoid paying though, as the bank might tell me they need 30 day notice:(

eircom: Tracey

sophielc wrote: »

Well I called today (the freefone number first who confirmed me I wouldn't be charged penalties, and put me through to the billing dept as I wanted to query that last bill), and as I was half expecting €80 of the bill is for early ceasing charges!

The person in billing dept told me he had no record of me calling the freephone number on 4/3/16 (of course stupid me didn't take down the name of that person I talked to on 4/3 but I clearly remember him telling me to call again when my new service starts).

Now they're telling me (because they can't find a record of the call on 4/3/16, surprise, surprise!) that I didn't follow the correct procedure - saying my new provider switched the service before I informed them - I am fuming as that is blatant lying!

I told them I'd cancel my DD as I'm willing to pay what I owe but there's no way I am paying for the early cancellation: the fact they can't find a recording of my phone call is someone at Eir not doing their job properly - even though I'm more inclined to think staff at that level are competent at their jobs and that's it's management trying to find every trick in the book - even lying - to deliberately overcharge their customers (not sure whether I can avoid paying though, as the bank might tell me they need 30 day notice:(

Hi spohielc, 

I'm very sorry to hear of the issues you are having. 

Feel free to PM me your details and I'll look into this for you.

Thanks

Tracey