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€60 of 11811 calls!

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  • 06-03-2015 11:55am
    #1
    Soarer
    Registered Users Posts: 8,890 ✭✭✭


    Morning guys.

    I've been with ye for many years at this stage, and my bill is always between €55-€60 per month. So you can imagine my surprise when the email arrived this morning saying the new bill is for €130.29! Further investigation shows there was €60.05 worth of 11811 calls. Here is the frequency...

    Date/Time   Number  Duration    Cost
    03 Feb 14:28  11811  00:00:25  2.1548
    03 Feb 14:30  11811  00:01:24  3.2109
    03 Feb 14:34  11811  00:00:34  2.3159
    03 Feb 14:36  11811  00:00:36  2.3517
    03 Feb 14:38  11811  00:00:18  2.0295
    03 Feb 14:42  11811  00:00:10  1.8863
    03 Feb 14:44  11811  00:01:07  2.9066
    03 Feb 14:46  11811  00:00:27  2.1906
    03 Feb 14:48  11811  00:01:34  3.3899
    03 Feb 14:54  11811  00:00:49  2.5844
    03 Feb 14:56  11811  00:00:24  2.1369
    03 Feb 14:56  11811  00:00:55  2.6918
    03 Feb 15:05  11811  00:01:07  2.9066
    03 Feb 15:08  11811  00:00:30  2.2443
    03 Feb 15:09  11811  00:00:09  1.8684
    03 Feb 15:09  11811  00:00:21  2.0832
    03 Feb 15:13  11811  00:00:13  1.9400
    03 Feb 15:42  11811  00:00:22  2.1011
    04 Feb 15:01  11811  00:00:26  2.1727
    04 Feb 15:01  11811  00:00:32  2.2801
    04 Feb 15:02  11811  00:00:26  2.1727
    04 Feb 15:03  11811  00:00:17  2.0116
    04 Feb 15:04  11811  00:00:14  1.9579
    04 Feb 15:05  11811  00:00:40  2.4233
    08 Feb 08:52  11811  00:00:26  2.1727
    23 Feb 10:46  11811  00:00:09  1.8684

    With the exception of the last 2, all calls were made in quick succession over a 2 day period. Two were actually made in the same minute!
    What's obviously happened is the 3 year old randomly entered the 11811 sequence into the phone, and then redialled repeatedly. Myself and the wife are both in work between 14:00 and 16:00 everyday, so it wasn't us!

    Can anything be done about this as a gesture of good will on your part?


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  • Options
    #2
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Soarer wrote: »
    Morning guys.

    I've been with ye for many years at this stage, and my bill is always between €55-€60 per month. So you can imagine my surprise when the email arrived this morning saying the new bill is for €130.29! Further investigation shows there was €60.05 worth of 11811 calls. Here is the frequency...

    Date/Time   Number  Duration    Cost
    03 Feb 14:28  11811  00:00:25  2.1548
    03 Feb 14:30  11811  00:01:24  3.2109
    03 Feb 14:34  11811  00:00:34  2.3159
    03 Feb 14:36  11811  00:00:36  2.3517
    03 Feb 14:38  11811  00:00:18  2.0295
    03 Feb 14:42  11811  00:00:10  1.8863
    03 Feb 14:44  11811  00:01:07  2.9066
    03 Feb 14:46  11811  00:00:27  2.1906
    03 Feb 14:48  11811  00:01:34  3.3899
    03 Feb 14:54  11811  00:00:49  2.5844
    03 Feb 14:56  11811  00:00:24  2.1369
    03 Feb 14:56  11811  00:00:55  2.6918
    03 Feb 15:05  11811  00:01:07  2.9066
    03 Feb 15:08  11811  00:00:30  2.2443
    03 Feb 15:09  11811  00:00:09  1.8684
    03 Feb 15:09  11811  00:00:21  2.0832
    03 Feb 15:13  11811  00:00:13  1.9400
    03 Feb 15:42  11811  00:00:22  2.1011
    04 Feb 15:01  11811  00:00:26  2.1727
    04 Feb 15:01  11811  00:00:32  2.2801
    04 Feb 15:02  11811  00:00:26  2.1727
    04 Feb 15:03  11811  00:00:17  2.0116
    04 Feb 15:04  11811  00:00:14  1.9579
    04 Feb 15:05  11811  00:00:40  2.4233
    08 Feb 08:52  11811  00:00:26  2.1727
    23 Feb 10:46  11811  00:00:09  1.8684

    With the exception of the last 2, all calls were made in quick succession over a 2 day period. Two were actually made in the same minute!
    What's obviously happened is the 3 year old randomly entered the 11811 sequence into the phone, and then redialled repeatedly. Myself and the wife are both in work between 14:00 and 16:00 everyday, so it wasn't us!

    Can anything be done about this as a gesture of good will on your part?
    Hi Soarer

    Please PM me your eircom account number and I will look in to this further

    Thanks
    Al


  • Options
    #3
    Soarer
    Registered Users Posts: 8,890 ✭✭✭Soarer


    PM sent.

    Thanks Al.


  • Options
    #4
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Soarer wrote: »
    PM sent.

    Thanks Al.
    Thanks Soarer

    I would just like to advised that I will need to request clarification from operations on this but I do understand your position on this and will do my best to have an update as soon as possible although it will likely be Monday morning before I have an answer.

    Thanks
    Al


  • Options
    #5
    Soarer
    Registered Users Posts: 8,890 ✭✭✭Soarer


    Any update on this Al?


  • Options
    #6
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Soarer wrote: »
    Any update on this Al?
    Hi Soarer

    I will push for a decision on this from operations today - I'll be back to you ASAP

    Thanks
    Al


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  • Options
    #7
    Soarer
    Registered Users Posts: 8,890 ✭✭✭Soarer


    Any update?


  • Options
    #8
    Soarer
    Registered Users Posts: 8,890 ✭✭✭Soarer


    2 weeks on, and the €130 has been taken from our account! Thanks for all your help!

    Gonna go ahead and cancel my contract. Got the letter advising of the charge increase and was gonna stick with ye as I'd never had an issue. So much for loyalty!


  • Options
    #9
    Youngblood.III
    Site Banned Posts: 777 ✭✭✭Youngblood.III


    That's terrible, you'd think they'd help you out.
    We have kids and its hard to keep them away from the phone.


  • Options
    #10
    Soarer
    Registered Users Posts: 8,890 ✭✭✭Soarer


    The worst part is it was just left hanging. Nothing to say something could or couldn't be done. Then nothing after the fact to explain the situation despite the reps being online countless times in the interim.

    Shoddy to say the least.


  • Options
    #11
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Soarer wrote: »
    The worst part is it was just left hanging. Nothing to say something could or couldn't be done. Then nothing after the fact to explain the situation despite the reps being online countless times in the interim.

    Shoddy to say the least.
    I'm sorry I on't have a reply for you yet Soarer - I will do all I can to have a response from operations today

    Thanks
    Al


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  • Options
    #12
    Soarer
    Registered Users Posts: 8,890 ✭✭✭Soarer


    eircom: Alan wrote: »
    Soarer wrote: »
    The worst part is it was just left hanging. Nothing to say something could or couldn't be done. Then nothing after the fact to explain the situation despite the reps being online countless times in the interim.

    Shoddy to say the least.
    I'm sorry I on't have a reply for you yet Soarer - I will do all I can to have a response from operations today

    Thanks
    Al
    Thanks Al.

    Don't know what good it's gonna do at this stage as the money's already been paid.


  • Options
    #13
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Soarer wrote: »
    eircom: Alan wrote: »
    Soarer wrote: »
    The worst part is it was just left hanging. Nothing to say something could or couldn't be done. Then nothing after the fact to explain the situation despite the reps being online countless times in the interim.

    Shoddy to say the least.
    I'm sorry I on't have a reply for you yet Soarer - I will do all I can to have a response from operations today

    Thanks
    Al
    Thanks Al.

    Don't know what good it's gonna do at this stage as the money's already been paid.
    Hi Soarer

    I've just dropped you a PM on this,

    Cheers
    Al


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