Bill needs to be rectified immediately!!

bpm78

Please see the following thread for history of my complaint.
 

I dont have the time to be waiting on the end of phone line and then nothing being done about it.


Please get this sorted immediately.
All I want to do is pay my bill.

---

Forwarded Message

---

From: xxxxxxxxxxxxxxxxx <xxxxxxxxxxxxxxxxx>
To: canwehelp @ eircom  . ie
Subject: Re: Bill query in relation to eircom acc# 78070660
Date: Wed, 30 Apr 2014 09:47:17 +0100


This is absolutely ridiculous.
On April 10th I contacted the number as provided below and after finally getting through I was informed by the individual they could not handle the case.
Subsequently he rang back after he consulted with accounts team, that in fact he could handle the case and guaranteed me that it would be rectified.
However this has not be rectified.
Now I have been issued with another bill to the tune of

Total amount due €288.47
and it includes another
Invalid payment fee 11 Apr 14 €15.00
Why is this not sorted out?

I want this bill payed immediately ( and the 3x15e invalid payment fees credited to my account)

---

Original Message

---

From: canwehelp @ eircom . ie
To: xxxxxxxxxxxxxxxxx <xxxxxxxxxxxxxxxxx>
Subject: Re: Bill query in relation to eircom acc# 78070660
Date: Thu, 10 Apr 2014 12:18:38 +0100 (BST)



Dear Brendan,

Many thanks for your email.

In regards to your mail we would advise that you please call our direct free fone number 1800303432.

Many of our customers have recently experienced Direct debit issues on their account which we will need to resolve for you, this is an Eircom error and not a problem with your details. We are very sorry for any inconvenience experienced to date.

I hope this email is of some assistance to your query.

If you have any further queries please call our Customer Care team on 1901 or email canwehelp @ eircom . ie and we will be delighted to assist you.

Regards,

 

Jai

Customer Care Administration Team

Eircom Ltd.



 

Customer Care: For residential Customer Service, contact us on 1901 / for residential customer service from
 

On 07/04/14 22:46, xxxxxxxxxxxxxxxxx wrote:


             A. Hi,
       
        My account is: 78070660
       
              
       
        In my recent bills, invalid payment fees have been applied to my bill.
        There have been 2 occasions, costing 15e each.
       
        I provided details of new bank account back in late January, but these
        must not have been applied.
        Furthermore I have not been been contacted by eircom to inform me that
        collection was invalid.
       
        Therefore I feel that I should not be charged these fees.
       
        As of today, I have re submitted the new account details on line again
        on the understanding that these will be applied.
       
        Please review this case and consider deduction of the "invalid payment
        fee" for bills issued on:
        27 February 2014
        28 March 2014
       
        As mentioned above, I provided the new bank details back in January but
        these have not been applied/used by eircom.
       
        I look forward to hearing from you.
       
        Regards,
        ~xxxxxxxxxxxxxxxxx.
       
    
       
       
       
       
***************************************************************
The information contained in this e-mail and any files transmitted
with it is confidential and may be subject to legal professional
privilege. It is intended solely for the use of the addressee(s).
If you are not the intended recipient of this e-mail, please note
that any review, dissemination, disclosure, alteration, printing,
copying or transmission of this e-mail and/or any file transmitted
with it, is prohibited and may be unlawful.
If you have received this e-mail by mistake, please promptly
inform the sender by reply e-mail and delete the material.
Whilst this e-mail message has been swept for the presence of
computer viruses, eircom does not, except as required by law,
represent, warrant and/or guarantee that the integrity
of this communication has been maintained nor that
the communication is free of errors, viruses, interception or
interference.

eircom Limited. Private Company Limited by Shares.
Registered in Dublin. Registration Number 98789.
Registered Office - 1 Heuston South Quarter, St. John’s Road, Dublin 8.

***************************************************************

eircom: Alan

bpm78 wrote: »

Please see the following thread for history of my complaint.
 

I dont have the time to be waiting on the end of phone line and then nothing being done about it.


Please get this sorted immediately.
All I want to do is pay my bill.

---

Forwarded Message

---

From: xxxxxxxxxxxxxxxxx <xxxxxxxxxxxxxxxxx>
To: canwehelp @ eircom  . ie
Subject: Re: Bill query in relation to eircom acc# 78070660
Date: Wed, 30 Apr 2014 09:47:17 +0100


This is absolutely ridiculous.
On April 10th I contacted the number as provided below and after finally getting through I was informed by the individual they could not handle the case.
Subsequently he rang back after he consulted with accounts team, that in fact he could handle the case and guaranteed me that it would be rectified.
However this has not be rectified.
Now I have been issued with another bill to the tune of

Total amount due €288.47
and it includes another
Invalid payment fee 11 Apr 14 €15.00
Why is this not sorted out?

I want this bill payed immediately ( and the 3x15e invalid payment fees credited to my account)

---

Original Message

---

From: canwehelp @ eircom . ie
To: xxxxxxxxxxxxxxxxx <xxxxxxxxxxxxxxxxx>
Subject: Re: Bill query in relation to eircom acc# 78070660
Date: Thu, 10 Apr 2014 12:18:38 +0100 (BST)



Dear Brendan,

Many thanks for your email.

In regards to your mail we would advise that you please call our direct free fone number 1800303432.

Many of our customers have recently experienced Direct debit issues on their account which we will need to resolve for you, this is an Eircom error and not a problem with your details. We are very sorry for any inconvenience experienced to date.

I hope this email is of some assistance to your query.

If you have any further queries please call our Customer Care team on 1901 or email canwehelp @ eircom . ie and we will be delighted to assist you.

Regards,

 

Jai

Customer Care Administration Team

Eircom Ltd.



 

Customer Care: For residential Customer Service, contact us on 1901 / for residential customer service from
 

On 07/04/14 22:46, xxxxxxxxxxxxxxxxx wrote:


             A. Hi,
       
        My account is: 78070660
       
              
       
        In my recent bills, invalid payment fees have been applied to my bill.
        There have been 2 occasions, costing 15e each.
       
        I provided details of new bank account back in late January, but these
        must not have been applied.
        Furthermore I have not been been contacted by eircom to inform me that
        collection was invalid.
       
        Therefore I feel that I should not be charged these fees.
       
        As of today, I have re submitted the new account details on line again
        on the understanding that these will be applied.
       
        Please review this case and consider deduction of the "invalid payment
        fee" for bills issued on:
        27 February 2014
        28 March 2014
       
        As mentioned above, I provided the new bank details back in January but
        these have not been applied/used by eircom.
       
        I look forward to hearing from you.
       
        Regards,
        ~xxxxxxxxxxxxxxxxx.
       
    
       
       
       
       
***************************************************************
The information contained in this e-mail and any files transmitted
with it is confidential and may be subject to legal professional
privilege. It is intended solely for the use of the addressee(s).
If you are not the intended recipient of this e-mail, please note
that any review, dissemination, disclosure, alteration, printing,
copying or transmission of this e-mail and/or any file transmitted
with it, is prohibited and may be unlawful.
If you have received this e-mail by mistake, please promptly
inform the sender by reply e-mail and delete the material.
Whilst this e-mail message has been swept for the presence of
computer viruses, eircom does not, except as required by law,
represent, warrant and/or guarantee that the integrity
of this communication has been maintained nor that
the communication is free of errors, viruses, interception or
interference.

eircom Limited. Private Company Limited by Shares.
Registered in Dublin. Registration Number 98789.
Registered Office - 1 Heuston South Quarter, St. John’s Road, Dublin 8.

***************************************************************

Hi bpm78

There have been a number of issues created by the recent change to the SEPA payment method. This is of course through no fault of your own,
I can assure you that all invalid payment fees will be refunded and apologise for the inconvenience this has caused you.

I can confirm that these issues will need to be raised and investigated by the specific helpline eircom have opened. I understand that calling can be inconvenient but a call to free phone 1800 303 432 will be required.

Thanks
Al

bpm78

After ringing the SEPA line again they have informed me that this is not a SEPA problem now.
Was handed over to customer care and they 'supposedly' arranged a call from Accounts which was to be done on wednesday evening or Thursday. Its Friday afternoon now and still no call and this is still not rectified.

eircom: Alan

Hi bpm78

I'm sorry to hear this, would you like to PM me your account details and I'll look in to what's causing the delays in getting a call back on this?

Thanks
Al

danii24

bpm78 wrote: »

After ringing the SEPA line again they have informed me that this is not a SEPA problem now.
Was handed over to customer care and they 'supposedly' arranged a call from Accounts which was to be done on wednesday evening or Thursday. Its Friday afternoon now and still no call and this is still not rectified.

Im having the same trouble aswell its an absolute joke...warning for people thinking of going with eircom DON'T

eircom: Alan

danii24 wrote: »

bpm78 wrote: »

After ringing the SEPA line again they have informed me that this is not a SEPA problem now.
Was handed over to customer care and they 'supposedly' arranged a call from Accounts which was to be done on wednesday evening or Thursday. Its Friday afternoon now and still no call and this is still not rectified.

Im having the same trouble aswell its an absolute joke...warning for people thinking of going with eircom DON'T

Hi danii24

Do feel free to PM me your details and I will have this looked in to for you.

Thanks

Al

bpm78

Alan

I pm'd you the details last week and I have not heard anything since then.

eircom: Alan

bpm78 wrote: »

Alan

I pm'd you the details last week and I have not heard anything since then.

Hi bpm78

I'm very sorry to hear you have not receive a call back on this yet, I had requested account to contact you however I see from notes on your account this never materialised.

I see the latest notes reflect a request from you for eircom to confirm your bank details that the direct debit is set up on. I have now requested information on this from our direct debit section and await clarification. In the meantime could you please PM me a mobile contact number for you in the case that I need to call you?

Thanks
Al

bpm78

eircom: Alan wrote: »

bpm78 wrote: »

Alan

I pm'd you the details last week and I have not heard anything since then.

Hi bpm78

I'm very sorry to hear you have not receive a call back on this yet, I had requested account to contact you however I see from notes on your account this never materialised.

I see the latest notes reflect a request from you for eircom to confirm your bank details that the direct debit is set up on. I have now requested information on this from our direct debit section and await clarification. In the meantime could you please PM me a mobile contact number for you in the case that I need to call you?

Thanks
Al

Alan,
I have sent you pm with mobile number..
I have had no contact from eircom accounts.

eircom: Alan

bpm78 wrote: »

eircom: Alan wrote: »

bpm78 wrote: »

Alan

I pm'd you the details last week and I have not heard anything since then.

Hi bpm78

I'm very sorry to hear you have not receive a call back on this yet, I had requested account to contact you however I see from notes on your account this never materialised.

I see the latest notes reflect a request from you for eircom to confirm your bank details that the direct debit is set up on. I have now requested information on this from our direct debit section and await clarification. In the meantime could you please PM me a mobile contact number for you in the case that I need to call you?

Thanks
Al

Alan,
I have sent you pm with mobile number..
I have had no contact from eircom accounts.

Hi bpm78

Apologies, I will follow up on this and get back to you as soon as I have more information.

Thanks
Al

bpm78

Alan
any update on this?

been waiting so long I've had to ring customer care, they put me onto direct debit team where the call was dropped.

now (against my will) I have went thru the process again and I have been waiting for the direct debit team ( for 10 minutes already )

this is a complete joke at this stage.

again all I want to do is pay my bill and I have to chase eircom to do this.....

bpm78

this is some joke anyway.

After 30 mins of hopping from post to pillar, guess who I didnt get thru to........yes, the direct debit team,
got thru to almost everyone else though.

the last person gave me a direct number - <snip> for direct debit team
guess what, no one answered that......


Alan, or one of the reps here. can you get someone to ring me on this immediately.

eircom: Alan

bpm78 wrote: »

this is some joke anyway.

After 30 mins of hopping from post to pillar, guess who I didnt get thru to........yes, the direct debit team,
got thru to almost everyone else though.

the last person gave me a direct number - 074 9161700 for direct debit team
guess what, no one answered that......


Alan, or one of the reps here. can you get someone to ring me on this immediately.

Hi Brendan

Thank you for taking my call,

Please let me know if there is anything further I can help with,

Thanks
Al

hession

What's this €15 fee ony bill

bpm78

Alan

Thanks for the follow up.

Hopefully it will all be sorted now on next DD.


Regards
~Brendan

eircom: Alan

bpm78 wrote: »

Alan

Thanks for the follow up.

Hopefully it will all be sorted now on next DD.


Regards
~Brendan

No worries bpm78

Thanks
Al

bpm78

bpm78 wrote: »

Alan

Thanks for the follow up.

Hopefully it will all be sorted now on next DD.


Regards
~Brendan

Hi Alan

Looks like this has failed to be collected again?
I have confirmed all is ok on my bank side.

can you confirm if this really has been rectified on eircom side.
I really cant afford to be letting this bill grow out of control.

eircom: Alan

bpm78 wrote: »

bpm78 wrote: »

Alan

Thanks for the follow up.

Hopefully it will all be sorted now on next DD.


Regards
~Brendan

Hi Alan

Looks like this has failed to be collected again?
I have confirmed all is ok on my bank side.

can you confirm if this really has been rectified on eircom side.
I really cant afford to be letting this bill grow out of control.

Sorry to hear this bpm78

I'll have this looked in to and get back to you as soon as possible
Al

bpm78

eircom: Alan wrote: »

bpm78 wrote: »

bpm78 wrote: »

Alan

Thanks for the follow up.

Hopefully it will all be sorted now on next DD.


Regards
~Brendan

Hi Alan

Looks like this has failed to be collected again?
I have confirmed all is ok on my bank side.

can you confirm if this really has been rectified on eircom side.
I really cant afford to be letting this bill grow out of control.

Sorry to hear this

I'll have this looked in to and get back to you as soon as possible
Al

hi Alan,
all details are in pm.

regards
~Brendan

eircom: Alan

bpm78 wrote: »

eircom: Alan wrote: »

bpm78 wrote: »

bpm78 wrote: »

Alan

Thanks for the follow up.

Hopefully it will all be sorted now on next DD.


Regards
~Brendan

Hi Alan

Looks like this has failed to be collected again?
I have confirmed all is ok on my bank side.

can you confirm if this really has been rectified on eircom side.
I really cant afford to be letting this bill grow out of control.

Sorry to hear this

I'll have this looked in to and get back to you as soon as possible
Al

hi Alan,
all details are in pm.

regards
~Brendan

Thanks bpm78

I'll get back to you as soon as I have anything
Al

gazzamc

I had this issue for the last 3 months (€15 for unpaid DD) even though I paid my bills before the DD date.. Fortunately I got sick of it last month and paid over the phone (minus the €15).. But the agent I spoke too was rude and put all the blame on me and made it seem like he was doing me a favour dropping the €15 fee.. Joke.

I never got my €30 back though (or even credited), even though the bills were paid on time..

My bill is due in any day now and I swear if there is a late fee on it again I'm going to crack..

Eircoms really pushing their luck with me.. Worst company ever.

eircom: Alan

gazzamc wrote: »

I had this issue for the last 3 months (€15 for unpaid DD) even though I paid my bills before the DD date.. Fortunately I got sick of it last month and paid over the phone (minus the €15).. But the agent I spoke too was rude and put all the blame on me and made it seem like he was doing me a favour dropping the €15 fee.. Joke.

I never got my €30 back though (or even credited), even though the bills were paid on time..

My bill is due in any day now and I swear if there is a late fee on it again I'm going to crack..

Eircoms really pushing their luck with me.. Worst company ever.

Sorry to hear this gazzamc

Please PM me your eircom account number & I'll look in to the credit issue for you..

Thanks
Al

gazzamc

eircom: Alan wrote: »

Sorry to hear this gazzamc

Please PM me your eircom account number & I'll look in to the credit issue for you..

Thanks
Al

Pm'd you there..

eircom: Alan

gazzamc wrote: »

eircom: Alan wrote: »

Sorry to hear this gazzamc

Please PM me your eircom account number & I'll look in to the credit issue for you..

Thanks
Al

Pm'd you there..

Thanks gazzamc

I'll get back to you by PM

Al

gazzamc

eircom: Alan wrote: »

Thanks gazzamc

I'll get back to you by PM

Al

Thanks again for sorting it out

eircom: Alan

gazzamc wrote: »

eircom: Alan wrote: »

Thanks gazzamc

I'll get back to you by PM

Al

Thanks again for sorting it out

No worries gazzamc

Al

bpm78

any update on my case?

eircom: Alan

bpm78 wrote: »

any update on my case?

Hi bpm

I can confirm that the balance has not been collected again (10th of June) - I am currently investigating why this is happening and at the moment I'm waiting for clarification from the direct debit team. I can assure you that you will be refunded any inappropriate charges this may incur. As soon as I have an update I will be back in touch with you right away.

Thanks
Al

bpm78

Alan.

I need to get an update on this as the bill is becoming unmanageable and its really needs to be rectified.

It is simply untenable to have this situation for this length of time.

While I understand you are not directly responsible, can you please get the direct debit  team to contact me directly.

eircom: Colm

Hi bpm78

I tried to contact you by Phone today as I am having difficulty following this thread as you have been dealing mainly with Al who unfortunately is out of the office today and tomorrow. Could you PM me a mobile contact no and I will try to contact you on that tomorrow.

What I will be looking to do when i call you is confirm the BIK and IBAN and I will then doublecheck these details are correct with our Direct Debit section.

thanks
Colm

bpm78

Hi Colm

please use mobile as per PM.

I have sent you the details in PM just now.