CANCELLATION NIGHTMARE JOURNEY

Joan46 46

Hi,

I'm writing with regards to the impossibility to cancel services with EIR. 

I'm moving abroad in 40 days and can't get in touch with any services even if I tried several times through chat and phone.

By chat, OR no one is available OR agents just left the conversation. By phone, no one is answering even if I tried several times and waited long.

On the website, we can't find any information regarding an address or email address to use to cancel the subscription.

On the shops, the do not deal with that or do not have any information to provide.

I took screenshot of all the issues and I'm thinking about sending all to European Authority as it's very borderline or maybe illegal to do not let to a customer the opportuny to cancel services. 

EIR, It's a SHAME 

codie

Know how you feel , I have wasted 2 and 1/2 hours on the phone trying to cancel and had no success. I haven't even got through to the cancellation dept. Just getting shifted around and around and around. What a shower. Best thing might be cancel the direct debit. I am considering doing it . I will try once more and if no luck .......

EdgeCase

The only way of dealing with them is by sending a registered letter to their Hq.
Keep a copy and also track it online and get the proof of delivery.

Mrcaramelchoc

What happens if you just cancel the direct debit?

nollag007

Log a complaint https://www.eir.ie/complaints/
Get an issue number

Raise with comreg if no success. It's amazing how fast it will be resolved once comreg are mentioned/ involved.

rn

Mrcaramelchoc wrote: »

What happens if you just cancel the direct debit?

I did this and they send me a surcharge of 17.44 for the failed DD. Which is grossly unfair... I can't choose not to pay as should be my right as a consumer.

rn

rn wrote: »

I did this and they send me a surcharge of 17.44 for the failed DD. Which is grossly unfair... I can't choose not to pay as should be my right as a consumer.

It’s not unfair. When they submit a DD & it’s rejected they’re charged admin fees etc

Timmaay

rn wrote: »

I did this and they send me a surcharge of 17.44 for the failed DD. Which is grossly unfair... I can't choose not to pay as should be my right as a consumer.

Ugh balls I was just about to do this ha.

Emmersonn

Roy Round AbacusMGS wrote: »

rn wrote: »

I did this and they send me a surcharge of 17.44 for the failed DD. Which is grossly unfair... I can't choose not to pay as should be my right as a consumer.

It’s not unfair. When they submit a DD & it’s rejected they’re charged admin fees etc

It most certainly is unfair especially if you do not owe the money .

Dcully

Roy Round AbacusMGS wrote: »

rn wrote: »

I did this and they send me a surcharge of 17.44 for the failed DD. Which is grossly unfair... I can't choose not to pay as should be my right as a consumer.

It’s not unfair. When they submit a DD & it’s rejected they’re charged admin fees etc

Maybe if they got their **** together there would be no need for this, its 100% their fault and totally unfair to the customer .

rn

Roy Round AbacusMGS wrote: »

It’s not unfair. When they submit a DD & it’s rejected they’re charged admin fees etc

What is that admin charge? Typically I thought it was round 4 euro for failed payments. Also consider it's automated systems that are handling this "administration". But the over riding factor is that it's not clearly outlined for failed DD that the charge is so high.

rn

Roy Round AbacusMGS wrote: »

It’s not unfair. When they submit a DD & it’s rejected they’re charged admin fees etc

What is that admin charge? Typically I thought it was round 4 euro for failed payments. Also consider it's automated systems that are handling this "administration". But the over riding factor is that it's not clearly outlined for failed DD that the charge is so high.

eir: Tracey

Joan46 46 wrote: »

Hi,

I'm writing with regards to the impossibility to cancel services with EIR. 

I'm moving abroad in 40 days and can't get in touch with any services even if I tried several times through chat and phone.

By chat, OR no one is available OR agents just left the conversation. By phone, no one is answering even if I tried several times and waited long.

On the website, we can't find any information regarding an address or email address to use to cancel the subscription.

On the shops, the do not deal with that or do not have any information to provide.

I took screenshot of all the issues and I'm thinking about sending all to European Authority as it's very borderline or maybe illegal to do not let to a customer the opportuny to cancel services. 

EIR, It's a SHAME 

Hi Joan46 46, 

I'm very sorry to hear about the ongoing issues you are having with getting through to the cancellation team, I understand this is frustrating. We are aware of the long wait times and have posted a message on our website in relation to this here, it is also pinned to the Boards wall. 

Unfortunately, we are unable to process cancellations from here. This needs to be done via 1901, webchat or alternatively, you can post a letter into eir cancellations team, 1 Heuston South Quarter, St John's Road, Dublin 8. 

I'm sorry it's not better news, apologies for all inconvenience caused. 

Thanks 

Tracey 

Joan46 46

eir: Tracey wrote: »

Joan46 46 wrote: »

Hi,

I'm writing with regards to the impossibility to cancel services with EIR. 

I'm moving abroad in 40 days and can't get in touch with any services even if I tried several times through chat and phone.

By chat, OR no one is available OR agents just left the conversation. By phone, no one is answering even if I tried several times and waited long.

On the website, we can't find any information regarding an address or email address to use to cancel the subscription.

On the shops, the do not deal with that or do not have any information to provide.

I took screenshot of all the issues and I'm thinking about sending all to European Authority as it's very borderline or maybe illegal to do not let to a customer the opportuny to cancel services. 

EIR, It's a SHAME 

Hi Joan46 46, 

I'm very sorry to hear about the ongoing issues you are having with getting through to the cancellation team, I understand this is frustrating. We are aware of the long wait times and have posted a message on our website in relation to this, it is also pinned to the Boards wall. 

Unfortunately, we are unable to process cancellations from here. This needs to be done via 1901, webchat or alternatively, you can post a letter into eir cancellations team, 1 Heuston South Quarter, St John's Road, Dublin 8. 

I'm sorry it's not better news, apologies for all inconvenience caused. 

Thanks 

Tracey 

Hi Tracey, 

Thanks for the reply.

Unfortunately, I tried to cancel via webchat but they told me that it's not possible !!! I sent a Registered Post 6 days ago but it wasn't received/accepted by your services yet.

I will leave abroad beginning of December. I tried to contact your services through all the existing channels to cancel my services properly but it seems that it doesn't work. I have proof of all my attempts. 

Now we are the 8th of November and it's still not clear. 

Anyway, I will send back all the stuffs and that's it !!!

IT'S A BIG BIG BIG SHAME FOR EIR NOT TO LET THE CLIENTS CANCEL THE SERVICES PROPERLY. By doing some research, I saw that we are a lot of customers in this situation. It's borderline for you and not sure it's compliant to act this way.

Regards,

gerard1970

See this thread on how to get to talk to somebody:

https://www.boards.ie/ttfthread/2057924065

1. Go the Comreg site and click on "Queries & Complaints". https://www.comreg.ie/queries-complaints.
2. Click on got a question. There's an option there to start a WebChat, but this wasn't working on Friday, so I just filled in the on-line form and laid out the facts, as I saw them.
3. When that was done, I then went to the eir Complaints page - https://www.eir.ie/complaints, clicked on "Log a Complaint" tab and clicked on the option to send an email.