Account changed from unlimited calls (ireland/uk) to mobile only with no warning

machalla

I noticed that my mothers account (after significant problems with Eir previously) has been changed from an unlimited calls to the eir Talk Anytime Mobile 60.   This was with no warning or information to indicate this.  The account change happened around late October/November 2016.

She has now run up charges calling relations abroad that she fully expected to be covered under the bundle she was on and had been paying for.

Please explain to me how you can unilaterally change her contract in this way with no warning?

Eir: Pamela

machalla wrote: »

I noticed that my mothers account (after significant problems with Eir previously) has been changed from an unlimited calls to the eir Talk Anytime Mobile 60.   This was with no warning or information to indicate this.  The account change happened around late October/November 2016.

She has now run up charges calling relations abroad that she fully expected to be covered under the bundle she was on and had been paying for.

Please explain to me how you can unilaterally change her contract in this way with no warning?

Hi machalla,


Thanks for getting in touch.

I'm sorry to hear this. If the bundle is changed an order would have to be placed to implement this, I can check this from here. Are you a named contact on your mother's account? If so can you DM me the account name, your name & the account number & I'll check this.

Thanks,
Pamela 

machalla

I have forwarded further details via PM now.

To be clear.  No order was put through from our side.

Eir: Pamela

machalla wrote: »

I have forwarded further details via PM now.

To be clear.  No order was put through from our side.

No problem machalla, I'll take a look into this & be back to you today.


Thanks,
Pamela 

machalla

So. I am no longer registered on the account.

Proof positive that the account has been changed.

Now explain to me how the account was changed with no interaction from our side?

Eir: Pamela

machalla wrote: »

So. I am no longer registered on the account.

Proof positive that the account has been changed.

Now explain to me how the account was changed with no interaction from our side?

Unfortunately as you are not the account holder or a named contact on this account machalla I am unable to access this account on your behalf. I completely understand your frustration and I apologise but I'm sure you understand that we must follow data protection laws in order to protect our customers. Again apologies I cannot assist you further from here.


Thanks,
Pamela 

machalla

Once again completely failing to answer the question.

I was on the account.  I was assured I would ALWAYS be on the account by staff in Eircom who were brought in to deal with the issues raised by Comreg.

Now the account has not changed I'm told yet somehow I'm no longer on the account.

So tell me the truth.  If the account has not been changed then how has it been changed?  Resolve that logic.

What you are telling me are lies plain and simple.

Eir: Pamela

machalla wrote: »

Once again completely failing to answer the question.

I was on the account.  I was assured I would ALWAYS be on the account by staff in Eircom who were brought in to deal with the issues raised by Comreg.

Now the account has not changed I'm told yet somehow I'm no longer on the account.

So tell me the truth.  If the account has not been changed then how has it been changed?  Resolve that logic.

What you are telling me are lies plain and simple.

I have checked this & I'm afraid you are not named on the account machalla & due to this I am unable to assist you further with this query from here. Again apologies.


-Pamela 

machalla

Having finally been able to get Eir to acknowledge that I should be on the account and getting access to the bills from previous months I can see that the account was on the eir Talk anytime package.

Please explain to me why the account has been switched from eir Talk anytime to eir Talk Anytime Mobile 60 with no notification of the change from the bundle.  With the associated additional account charges that have been incurred for international calls.

Eir: Pamela

machalla wrote: »

Having finally been able to get Eir to acknowledge that I should be on the account and getting access to the bills from previous months I can see that the account was on the eir Talk anytime package.

Please explain to me why the account has been switched from eir Talk anytime to eir Talk Anytime Mobile 60 with no notification of the change from the bundle.  With the associated additional account charges that have been incurred for international calls.

No problem  machalla, can you PM me the account number? (I no longer have these details) and I'll check this.


Thanks,
Pamela 

machalla

Just to confirm, I am now porting across the existing phone number to Virgin Media.  We have had enough of Eir.

I assume that this will close the account, broadband, phone, tv, etc without any further issues or do I need to inform Eir that I have cancelled the service even after the phone number has been ported across?

Eir: Pamela

machalla wrote: »

Just to confirm, I am now porting across the existing phone number to Virgin Media.  We have had enough of Eir.

I assume that this will close the account, broadband, phone, tv, etc without any further issues or do I need to inform Eir that I have cancelled the service even after the phone number has been ported across?

I would recommend getting in touch with us machalla after the port is completed to ensure your account is cancellation.


-Pamela 

machalla

Ok, thanks for the clarification on this Pamela.

Eir: Pamela

machalla wrote: »

Ok, thanks for the clarification on this Pamela.

No worries  machalla. Feel free to get back in touch should you need any further assistance.:D


-Pamela