Charged after cancelling with Eir....again

Essien

I've cancelled my Eir contract and just received a huge bill. Please PM me to begin resolving this.

eir: Tracey

Essien wrote: »

I've cancelled my Eir contract and just received a huge bill. Please PM me to begin resolving this.

Hi Essien, 

I'm sorry to hear this. 

Feel free to PM me your account number, full name on the account, email address and date of birth and I'll have a look into this for you. 

Thanks 

Tracey 

Essien

eir: Tracey wrote: »

Hi Essien, 

I'm sorry to hear this. 

Feel free to PM me your account number, full name on the account, email address and date of birth and I'll have a look into this for you. 

Thanks 

Tracey 

Hi Tracey,

I sent you a PM yesterday, can you confirm if you've received it?

Thanks

eir: Kyle

Essien wrote: »

eir: Tracey wrote: »

Hi Essien, 

I'm sorry to hear this. 

Feel free to PM me your account number, full name on the account, email address and date of birth and I'll have a look into this for you. 

Thanks 

Tracey 

Hi Tracey,

I sent you a PM yesterday, can you confirm if you've received it?

Thanks

Hi there Essien

Would you mind just sending this to me via PM and I'll take a look at this for you?

-Kyle

Essien

eir: Kyle wrote: »

Hi there Essien

Would you mind just sending this to me via PM and I'll take a look at this for you?

-Kyle

I've also sent you a PM Kyle, please confirm you have received it.

eir: Kyle

Essien wrote: »

eir: Kyle wrote: »

Hi there Essien

Would you mind just sending this to me via PM and I'll take a look at this for you?

-Kyle

I've also sent you a PM Kyle, please confirm you have received it.

Thank you so much Essien

I've received this

-Kyle

Essien

As a warning to any other unfortunate customers of Eir:

I disputed my contract with Eir as the service was broken.

Eir agreed to cancel my account and waive charges.

Eir's complaints handler advised me to move my number to another network before cancelling and assured me that I would not be subject to any charges on my account.

After moving my number to another network before confirming cancellation, Eir hit me with the full cancellation charges (€850) despite assuring me of the opposite.

After I queried these charges, the reason they gave me is that I moved my number before cancellation, exactly what their rep told me to do.

You literally could not make this **** up.

Sardonicat

Get on to come reg . Your call was recorded so the complaints handler's advice is on record. They can advise you how to request a copy of the recording. They take a bit of time as you have to follow a set procedure for resolutions but it's far more effective than dealing with the company on your own as each person you'll talk to there will tell you something different.

eir: Kyle

Essien wrote: »

As a warning to any other unfortunate customers of Eir:

I disputed my contract with Eir as the service was broken.

Eir agreed to cancel my account and waive charges.

Eir's complaints handler advised me to move my number to another network before cancelling and assured me that I would not be subject to any charges on my account.

After moving my number to another network before confirming cancellation, Eir hit me with the full cancellation charges (€850) despite assuring me of the opposite.

After I queried these charges, the reason they gave me is that I moved my number before cancellation, exactly what their rep told me to do.

You literally could not make this **** up.

Hi there Essien

I completely understand your frustration and had this escalated to the team that deals with this which confirmed what I explained in the PM. We can only go from what was relayed back to us and notes on your account.

Please use the link provided in the PM if you want to escalate this further

-Kyle

Essien

eir: Kyle wrote: »

Hi there Essien

I completely understand your frustration and had this escalated to the team that deals with this which confirmed what I explained in the PM. We can only go from what was relayed back to us and notes on your account.

Please use the link provided in the PM if you want to escalate this further

-Kyle

Kyle, I will not be using the link in the PM. This several month long effort has taught me exactly what will happen:

I lodge a complaint.
Eir do not resolved it.
I get on to Comreg.
Everything goes back and forth for weeks.
I get charged even more for services I neither want or am receiving as Eir refuse to do what they agreed.


Sort it out FFS.

eir: Kyle

Essien wrote: »

eir: Kyle wrote: »

Hi there Essien

I completely understand your frustration and had this escalated to the team that deals with this which confirmed what I explained in the PM. We can only go from what was relayed back to us and notes on your account.

Please use the link provided in the PM if you want to escalate this further

-Kyle

Kyle, I will not be using the link in the PM. This several month long effort has taught me exactly what will happen:

I lodge a complaint.
Eir do not resolved it.
I get on to Comreg.
Everything goes back and forth for weeks.
I get charged even more for services I neither want or am receiving as Eir refuse to do what they agreed.


Sort it out FFS.

That link I provided goes directly to Complaints which will give you a reference number that you will need for ComReg. If you log this with ComReg, they will be directly in touch with Complaints.

-Kyle

Essien

eir: Kyle wrote: »

That link I provided goes directly to Complaints which will give you a reference number that you will need for ComReg. If you log this with ComReg, they will be directly in touch with Complaints.

-Kyle

When and how will I get my reference number?

eir: Sarah

You should receive an email from our complaints team with these dettails.

Thanks,

Sarah

Essien

eir: Sarah wrote: »

You should receive an email from our complaints team with these dettails.

Thanks,

Sarah

How long will that take?

Essien

Essien wrote: »

How long will that take?

Bump...any idea folks?

Also, will Eir be suspending charges on my account from now on as this delay is in your hands? I do not want, nor will I receive, any service from Eir.

Essien

Essien wrote: »

How long will that take?

Bump again.

eir: Kyle

Essien wrote: »

Essien wrote: »

How long will that take?

Bump...any idea folks?

Also, will Eir be suspending charges on my account from now on as this delay is in your hands? I do not want, nor will I receive, any service from Eir.

You will receive a response within 48 hours of logging the complaint online. They will then give you a reference number. We won't be able to comment on the charges as they will be looking into by Complaints.

-Kyle

Essien

eir: Kyle wrote: »

You will receive a response within 48 hours of logging the complaint online. They will then give you a reference number. We won't be able to comment on the charges as they will be looking into by Complaints.

-Kyle

Thanks Kyle.

Presumably there will be no more accumulating monthly charges as my account is cancelled now, can you confirm that that's correct.

In any case, does is strike you as unusual that you refer to your own company as "We" and "They"?

As far as I'm concerned, Eir caused the problem, Eir should fix it. The lack of responsibility your company continues to show is shocking.

Essien

Any updates here folks? 48 hours later I have still not heard from Eir.

eir: Kyle

Essien wrote: »

Any updates here folks? 48 hours later I have still not heard from Eir.

Hi Essien

I've followed this up with Complaints and they confirmed that no complaints was received for your @live email address

-Kyle

Essien

eir: Kyle wrote: »

Hi Essien

I've followed this up with Complaints and they confirmed that no complaints was received for your @live email address

-Kyle

I submitted a complaint 3 days ago using the link you provided, giving all the details it asked for.

I even took a screenshot of the confirmation as I knew you'd come back with this type of ****.

So what exactly should I do now?

my3cents

Essien wrote: »

eir: Kyle wrote: »

Hi Essien

I've followed this up with Complaints and they confirmed that no complaints was received for your @live email address

-Kyle

I submitted a complaint 3 days ago using the link you provided, giving all the details it asked for.

I even took a screenshot of the confirmation as I knew you'd come back with this type of ****.

So what exactly should I do now?

Just copy the complaint directly to comreg with a covering note indicating what has happened and that Eir have not supplied a case number and are in breach of their own complaints procedure.

Essien

Essien wrote: »

I submitted a complaint 3 days ago using the link you provided, giving all the details it asked for.

I even took a screenshot of the confirmation as I knew you'd come back with this type of ****.

So what exactly should I do now?

Any answers here folks?

Dara Brannick

I've cancelled my Eir services on the 9/8/18 and am still getting bills for services that should be cancelled

and are not used.  Can eir online help here as i cant get customer support by phone?

James   

eir: Kyle

Dara Brannick wrote: »

I've cancelled my Eir services on the 9/8/18 and am still getting bills for services that should be cancelled

and are not used.  Can eir online help here as i cant get customer support by phone?

James   

Hi there James

If you'd like me to PM me your details, I'll take a look at this for you

1. Full registered account name
2. Full address
3. Account number
4. email
5. DOB
6. Confirm that you are the account holder

-Kyle

Essien

This appears to have been solved thanks to comreg.

Since Kyle replied here 2 weeks ago, the only contact I've had from Eir was a call today to say they were waiving the charges.

Hopefully that's the end of it.