Not accepting cancellation of service?

Esoteric_

Hi guys, hoping you can help with this. 

I rang Eircom to cancel my service (I'm out of contract) a few months back. I gave thirty days notice, and was told to write to X address to give the notice. I did this. 

I was charged after this period, and rang Eircom again. They told me that I had sent it to the wrong address and so they never received it. They gave me another address to post it to, which I did. 

They again said they never received it (stupid me for not sending by registered post!). 

I contacted Comreg, who advised me to ask for recordings of the phone conversation, to prove that I was given the incorrect address initially, as I had now paid two bills for a service I'm not using, having switched to UPC. I did this, and was told that there was no manager in to let me hear the call. 

I then tried to find an email address on the eircom site to send notice of cancellation to it. There was none on the site, so I rang Eircom once again and was given an email address, which I sent ANOTHER 30 day notice of cancellation to, on the 14th April. 

On the 15th April, I received an email back, stating that they would respond to my 'complaint' within 10 working days. I did not complain! I simply gave my account details and 30 days notice to cancel the service. 

At this point in time, I'm waiting on a third bill for a service I've tried numerous times to cancel, and do not use. As I received a response to the cancellation email I sent, am I correct in assuming that my thirty day's notice is now in effect? I don't want to have to get back onto Comreg about this, but I'm not willing to pay yet another bill for a service I've tried to cancel numerous times! 

Thanks.

eircom: Alan

Esoteric_ wrote: »

Hi guys, hoping you can help with this. 

I rang Eircom to cancel my service (I'm out of contract) a few months back. I gave thirty days notice, and was told to write to X address to give the notice. I did this. 

I was charged after this period, and rang Eircom again. They told me that I had sent it to the wrong address and so they never received it. They gave me another address to post it to, which I did. 

They again said they never received it (stupid me for not sending by registered post!). 

I contacted Comreg, who advised me to ask for recordings of the phone conversation, to prove that I was given the incorrect address initially, as I had now paid two bills for a service I'm not using, having switched to UPC. I did this, and was told that there was no manager in to let me hear the call. 

I then tried to find an email address on the eircom site to send notice of cancellation to it. There was none on the site, so I rang Eircom once again and was given an email address, which I sent ANOTHER 30 day notice of cancellation to, on the 14th April. 

On the 15th April, I received an email back, stating that they would respond to my 'complaint' within 10 working days. I did not complain! I simply gave my account details and 30 days notice to cancel the service. 

At this point in time, I'm waiting on a third bill for a service I've tried numerous times to cancel, and do not use. As I received a response to the cancellation email I sent, am I correct in assuming that my thirty day's notice is now in effect? I don't want to have to get back onto Comreg about this, but I'm not willing to pay yet another bill for a service I've tried to cancel numerous times! 

Thanks.

Hi Esoteric_

I'm very sorry to hear of this, would you like to PM me your eircom account details? I'll investigate this in full.

Regards

Al

Esoteric_

Just wanted to give some good news to those who are having issues with Eircom.  

Didn't receive a phone call from a boards rep, but to be very fair here, I only PMd my number a few days ago because I've been very busy. 

However, when I sent an email to them in the middle of April, I was promised a call within 10 days, which never happened. 

I called them again yesterday after receiving ANOTHER bill, despite cancelling my service in writing 3 times and several times over the phone, and spoke to a man (I think his name was Nathan), who was absolutely lovely. He had the conversation recordings and logs in front of him, agreed that I had indeed been given the wrong address to send my cancellation to.

He apologised unreserevedly for the treatment I had received (which I'm not going to go into detail about here, let's just say it was disgraceful customer 'service,' cancelled the service immediately and said that the last bill I got will be cancelled and a final bill will be sent, either with me owing a few euro, or Eircom owing me a few euro. 

He was absolutely lovely, and apologised several times for what happened. I'm just glad it's all sorted out now! So a big thumbs up for Nathan in the Customer Service team, couldn't have spoken to a nicer, more helpful man.  People like him should be promoted. :pac:

eircom: Alan

Esoteric_ wrote: »

Just wanted to give some good news to those who are having issues with Eircom.  

Didn't receive a phone call from a boards rep, but to be very fair here, I only PMd my number a few days ago because I've been very busy. 

However, when I sent an email to them in the middle of April, I was promised a call within 10 days, which never happened. 

I called them again yesterday after receiving ANOTHER bill, despite cancelling my service in writing 3 times and several times over the phone, and spoke to a man (I think his name was Nathan), who was absolutely lovely. He had the conversation recordings and logs in front of him, agreed that I had indeed been given the wrong address to send my cancellation to.

He apologised unreserevedly for the treatment I had received (which I'm not going to go into detail about here, let's just say it was disgraceful customer 'service,' cancelled the service immediately and said that the last bill I got will be cancelled and a final bill will be sent, either with me owing a few euro, or Eircom owing me a few euro. 

He was absolutely lovely, and apologised several times for what happened. I'm just glad it's all sorted out now! So a big thumbs up for Nathan in the Customer Service team, couldn't have spoken to a nicer, more helpful man.  People like him should be promoted.

Hi Esoteric_

I'm very sorry for the negative experience you have had.

I'll pass this compliment to Nathans department.

Regards

Al

Esoteric_

Not your fault at all, so no need to apologise. It's all been sorted out, and that's the main thing.

Thanks again.

eircom: Alan

Esoteric_ wrote: »

Not your fault at all, so no need to apologise. It's all been sorted out, and that's the main thing.

Thanks again.

Thanks Esoteric_

I'm glad this has been sorted out for you

Al