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Huge charge to cancel

  • 01-11-2018 9:03pm
    #1
    rn
    Registered Users, Registered Users 2 Posts: 1,095 ✭✭✭


    Hi,

    I cancelled my eir contract for broadband on the 1st of October. I have an email confirming that you will terminate my contract on the 31st and that broadband will be switched off two days earlier.

    I subsequently cancelled my direct debit.

    On 31st I got an email from Eir saying that "[font=GT-Walsheim-Regular, Arial, "Trebuchet MS", "Verdana sans-serif"]We are sorry to hear that you are leaving us. We constantly review our products and offers to bring you the best service and value we can. We would be happy to welcome you back any time.[/font]

    [font=GT-Walsheim-Regular, Arial, "Trebuchet MS", "Verdana sans-serif"]We confirm that your [/font][font=GT-Walsheim-Regular, Arial, "Trebuchet MS", "Verdana sans-serif"]eir[/font][font=GT-Walsheim-Regular, Arial, "Trebuchet MS", "Verdana sans-serif"] bundle will be cancelled 30 days from the date of this notification.[/font]"

    And then today 1st I got a bill for €71.44 which is for rental to 25th of November - way past the 31st of october. And a very hefty direct debit failure charge levied by you of 18.44! 

    Why? I'm not paying for service I have cancelled.

    Regards


Comments

  • #2
    eir: Kyle
    Closed Accounts Posts: 419 ✭✭eir: Kyle


    rn wrote: »
    Hi,

    I cancelled my eir contract for broadband on the 1st of October. I have an email confirming that you will terminate my contract on the 31st and that broadband will be switched off two days earlier.

    I subsequently cancelled my direct debit.

    On 31st I got an email from Eir saying that "[font=GT-Walsheim-Regular, Arial,]We are sorry to hear that you are leaving us. We constantly review our products and offers to bring you the best service and value we can. We would be happy to welcome you back any time.[/font]

    [font=GT-Walsheim-Regular, Arial,]We confirm that your [/font][font=GT-Walsheim-Regular, Arial,]eir[/font][font=GT-Walsheim-Regular, Arial,] bundle will be cancelled 30 days from the date of this notification.[/font]"

    And then today 1st I got a bill for €71.44 which is for rental to 25th of November - way past the 31st of october. And a very hefty direct debit failure charge levied by you of 18.44! 

    Why? I'm not paying for service I have cancelled.

    Regards
    Hi there rn

    If you'd like to send me the following information via PM, I'll get in touch with the cancellation team to follow up.

    1. Full registered name
    2. Account number
    3. Full registered address
    4. email
    5. DOB
    6. Date noted on email when you received your confirmation

    -Kyle


  • #3
    rn
    Registered Users, Registered Users 2 Posts: 1,095 ✭✭✭rn


    eir: Kyle wrote: »
    Hi there rn

    If you'd like to send me the following information via PM, I'll get in touch with the cancellation team to follow up.

    1. Full registered name
    2. Account number
    3. Full registered address
    4. email
    5. DOB
    6. Date noted on email when you received your confirmation

    -Kyle
    Hi Kyle,
    Thanks for coming back. I eventually got through to customer care after 50 mins hold time. The customer care rep was excellent. He sorted out the whole mess and gave me certainty on actual final bill.

    But can I say, eir have a complicated cancellation process that causes stress and anger on customers that you will hope to win back someday and needless, wasted cost for eir in creating extra load on customer care. Customer care should be focused on helping your actual customers, not providing an unnecessary service to ex customer like me and others on boards.


  • #4
    eir: Tracey
    Closed Accounts Posts: 2,136 ✭✭✭eir: Tracey


    rn wrote: »
    eir: Kyle wrote: »
    Hi there rn

    If you'd like to send me the following information via PM, I'll get in touch with the cancellation team to follow up.

    1. Full registered name
    2. Account number
    3. Full registered address
    4. email
    5. DOB
    6. Date noted on email when you received your confirmation

    -Kyle
    Hi Kyle,
    Thanks for coming back. I eventually got through to customer care after 50 mins hold time. The customer care rep was excellent. He sorted out the whole mess and gave me certainty on actual final bill.

    But can I say, eir have a complicated cancellation process that causes stress and anger on customers that you will hope to win back someday and needless, wasted cost for eir in creating extra load on customer care. Customer care should be focused on helping your actual customers, not providing an unnecessary service to ex customer like me and others on boards.
    I'm glad to hear this, I'll pass this onto Kyle. 

    I understand your frustration with this, I'll be sure to pass this feedback onto the relevant team. 

    Thanks 

    Tracey 


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