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[Customer Support] Told to fax account details

  • 01-02-2019 10:00am
    #1
    spiderj024
    Registered Users, Registered Users 2 Posts: 3 ✭


    My phone has no voice or data service at the moment. This was due to an unpaid bill - I set up a direct debit and changed bank accounts and forgot to update my eir payment in time. I've now paid the bill in full, been told to wait first 24 hours and then 48 hours for service to be restored. And have waited only to be told today that I need to fax (!) proof of my ownership of my own bank account and of the eir account before service will be restored.

    This seems ridiculous to me and having just paid a whopping great bill I'm not very pleased at all.


Comments

  • #2
    magic_murph
    Registered Users, Registered Users 2 Posts: 1,536 ✭✭✭magic_murph


    nobody uses FAX anymore so I would avoid doing that if possible. Why not email to a customer service rep. More secure than fax


  • #3
    spiderj024
    Registered Users, Registered Users 2 Posts: 3 ✭spiderj024


    I was told - in webchat - that wasn't a possibility. And the email contact section of the eir website currently has the following:

    "[font=GT-Walsheim-Regular, Arial]We are currently upgrading our email platform in order to improve the service provided to you.[/font]
    [font=GT-Walsheim-Regular, Arial]During this essential upgrade, the “Contact Us” email function will be temporarily disabled. If your query is urgent or you are looking to follow up on a logged issue, please contact us through our contact channels listed above."[/font]


  • #4
    eir: Grainne
    Closed Accounts Posts: 798 ✭✭✭eir: Grainne


    spiderj024 wrote: »
    My phone has no voice or data service at the moment. This was due to an unpaid bill - I set up a direct debit and changed bank accounts and forgot to update my eir payment in time. I've now paid the bill in full, been told to wait first 24 hours and then 48 hours for service to be restored. And have waited only to be told today that I need to fax (!) proof of my ownership of my own bank account and of the eir account before service will be restored.

    This seems ridiculous to me and having just paid a whopping great bill I'm not very pleased at all.
    Hi spiderj024, 

    Could you PM the following details and I can check if the payment was received? 
    1. Registered Name
    2. Registered Address
    3. Account Number
    4. DOB
    5. Are you the Account Holder? 

    Also, could you advise where you made the payment? 

    Grainne


  • #5
    magic_murph
    Registered Users, Registered Users 2 Posts: 1,536 ✭✭✭magic_murph


    spiderj024 wrote: »
    I was told - in webchat - that wasn't a possibility. And the email contact section of the eir website currently has the following:

    "[font=GT-Walsheim-Regular, Arial]We are currently upgrading our email platform in order to improve the service provided to you.[/font]
    [font=GT-Walsheim-Regular, Arial]During this essential upgrade, the “Contact Us” email function will be temporarily disabled. If your query is urgent or you are looking to follow up on a logged issue, please contact us through our contact channels listed above."[/font]
    Madness - no company has complete downtime on email for a prolonged period of time. Maybe out of hours it could be down but shouldn't be down for customer support as it 'should' be consider a vital business component. 


  • #6
    spiderj024
    Registered Users, Registered Users 2 Posts: 3 ✭spiderj024


    eir: Grainne wrote: »
    spiderj024 wrote: »
    My phone has no voice or data service at the moment. This was due to an unpaid bill - I set up a direct debit and changed bank accounts and forgot to update my eir payment in time. I've now paid the bill in full, been told to wait first 24 hours and then 48 hours for service to be restored. And have waited only to be told today that I need to fax (!) proof of my ownership of my own bank account and of the eir account before service will be restored.

    This seems ridiculous to me and having just paid a whopping great bill I'm not very pleased at all.
    Hi spiderj024, 

    Could you PM the following details and I can check if the payment was received? 
    1. Registered Name
    2. Registered Address
    3. Account Number
    4. DOB
    5. Are you the Account Holder? 

    Also, could you advise where you made the payment? 

    Grainne
    Thanks Grainne! I've sent a PM with the details.


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  • #7
    eir: Grainne
    Closed Accounts Posts: 798 ✭✭✭eir: Grainne


    spiderj024 wrote: »
    eir: Grainne wrote: »
    spiderj024 wrote: »
    My phone has no voice or data service at the moment. This was due to an unpaid bill - I set up a direct debit and changed bank accounts and forgot to update my eir payment in time. I've now paid the bill in full, been told to wait first 24 hours and then 48 hours for service to be restored. And have waited only to be told today that I need to fax (!) proof of my ownership of my own bank account and of the eir account before service will be restored.

    This seems ridiculous to me and having just paid a whopping great bill I'm not very pleased at all.
    Hi spiderj024, 

    Could you PM the following details and I can check if the payment was received? 
    1. Registered Name
    2. Registered Address
    3. Account Number
    4. DOB
    5. Are you the Account Holder? 

    Also, could you advise where you made the payment? 

    Grainne
    Thanks Grainne! I've sent a PM with the details.
    No problem spiderj024, 

    I will get back to your PM as soon as I can. 

    Grainne


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