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Electric Ireland Representatives

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Surprise 300 charge on direct debit

01.09.2019 10:53 #1
My husband and I moved to a new apartment recently and arranged the direct debit over the phone. We did not sign a new contract. A couple of days later we were charged 300e though direct debit. This is not a bill, as our first bill is still pending. We've emailed the customer service a week ago to ask about this, with no response. If this is the Security Deposit, which is mentioned on your webpage, this was not mentioned at all in the phone call and moreover, your web page specifies the Security Deposit is required in case there is no direct debit. If it's not a Security Deposit we would really like to know what it was, because our online profile just says you lifted 300e for an unspecified something.
02.09.2019 09:56 #2
Hi korraline, 

We are sorry to read this. 

Can you please PM us with your Electric Ireland account details?

For account security, we require the following information: 

- Your name as it appears on your account
- Your account number
- The first line of your address
- Your contact number
- Confirmation that you are the account holder (Yes/No)

We can then look into your query for you.

Kind regards, 
Aoife 
03.09.2019 11:13 #3
Hi, Una and Aoife,

It's the account holder now, using the information korraline sent you, can you correspond with me? This is still not resolved.

Thanks
03.09.2019 13:12 #4
Hi zmasek,

Thanks for getting in touch.

We require that you send us a private message with all of the account details as requested from korraline above.

One of us will respond to it as soon as possible.

Thanks again,
Una
03.09.2019 13:22 #5
Done
1 thank
05.09.2019 11:33 #6
OK, this has been sorted out and the 300€ is now returned to my account.

The first bill is due for the electricity, so I expect that it will get through with the direct debit in place.
The gas bill is still not there, though. Can you look into that?

Thanks
05.09.2019 11:54 #7
Hi zmasek,

Thanks for your post.

We will assist you by private message as soon as possible.

Kind regards,
Una
05.09.2019 15:41 #8
The gas is explained as well. It will be on hold until the metering comes through. Thanks for everything, folks.
1 thank
05.09.2019 16:26 #9
Hi zmasek,

Thanks for your post - we are happy to help.

Kind regards,
Una
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