Phone number for the so-called Loyalty Team?

JoyPad

Hello,

I'm trying to cancel a bill pay subscription. I called 1905, waited on hold for 20 minutes, then spoke to an agent who took all my details, then "transferred" me to this Loyalty Team, where 25 minutes later the call suddenly ended. If you select the cancellation option on the menu, the call ends much quicker. It's like this so-called Loyalty team cannot be reached.
I am told this is the only way to get the subscription cancelled, but if they don't answer the call, what can I do?
Is there maybe a different number I can call to talk to these people? I know I could send a letter, but there's no way for me to know the letter arrived, or was read, or processed.

What is going on with this company?!

Thanks!

Henry Ford III

Best of luck with that OP. I've been there and eventually gave up and took my business elsewhere.

Eir are unfortunately a horrible mess on service issues. I feel sorry for the good people who work there.

Halo Kitty

I am in the same position as OP.. I have called 1901 several times only to be told of a technical issue regarding customer service.
Then I rang the sales department spoke to an agent who said he would transfer the call to the loyality team this call dropped
The agent had previously given me the 1800 303 600 number to ring .. now I am told this number is not in service..
I don't know where to go next to speak with someone
Any other numbers available?

JoyPad

The switching/cancellation page on the website gives also an 1-800 number, but it's the same system you reach via 1905, same result.
I cannot take my business elsewhere, as I recently took an S9 on a brand new bundle, so I'm tied with them for another 2 years. 

Torcaill

ComReg?

JoyPad

Torcaill wrote: »

ComReg?

Got in touch with ComReg (they have online chat) and was instructed to log a complaint with Eir on https://www.eir.ie/complaints/
Did so, now waiting 2 days for an answer to this.

JoyPad

I was finally able to get in touch with the Don't Care team and they cancelled my subscription.
Oddly, she said the cancellation will be effected within 24 hours. I asked why, since the website says 30 days. She said she would double-check, then came back to say I was correct and the line should go dead in 30 days. I won't be surprised if it goes dead tomorrow, they already charged my subscription in advance and probably will not reimburse for the period.
Still glad it was sorted, it only took 16 calls over the last 5 hours. The trick was to get past the third "Counting Stars" to the secret classical music piece, I think it was Mozart or Vivaldi. Then, only a minute later, someone picked up and asked me what I needed help with.
She almost had me put back on hold to talk to the "correct loyalty team", as this one was the "wrong loyalty team", but I insisted to do whatever and not put me back on hold. I think she was only able to do cancellations, and not transfers. I settled on having the sub cancelled and will not keep the number.

eir: Kellie

JoyPad wrote: »

I was finally able to get in touch with the Don't Care team and they cancelled my subscription.
Oddly, she said the cancellation will be effected within 24 hours. I asked why, since the website says 30 days. She said she would double-check, then came back to say I was correct and the line should go dead in 30 days. I won't be surprised if it goes dead tomorrow, they already charged my subscription in advance and probably will not reimburse for the period.
Still glad it was sorted, it only took 16 calls over the last 5 hours. The trick was to get past the third "Counting Stars" to the secret classical music piece, I think it was Mozart or Vivaldi. Then, only a minute later, someone picked up and asked me what I needed help with.
She almost had me put back on hold to talk to the "correct loyalty team", as this one was the "wrong loyalty team", but I insisted to do whatever and not put me back on hold. I think she was only able to do cancellations, and not transfers. I settled on having the sub cancelled and will not keep the number.

Hi JoyPad,

I am sorry to hear about the trouble you have experienced. Unfortunately, calling our Customer Service department or sending a written letter are the only options available right now for cancellations.

We are experiencing a high volume of calls and messages which is having an effect on all of our departments. For this, I sincerely apologise.

For more information, on the longer than usual call waiting times please click here.

~Kellie

JoyPad

This is bull:
[...] call-waiting times are longer than usual after the festive season.

You've had problems with the phone support long before the holidays. Finding new excuses doesn't help.