Can't get response from Eircom complaints department

Smiley92a

The problems started at the beginning of this year when eircom called my mother offering her a mobile phone contract. She agreed to it without fully understanding that accepting it would entail changing our broadband contract to a more expensive, inferior one with a download limit. She was also told that she would not have to pay by direct debit. When she was supplying her account details to the marketer she specifically asked if she could continue playing manually, as she had always done, and was assured this would not be a problem.

Money was nonetheless taken from the account by direct debit, in spite of her verbal and written instructions. The account had already been settled before payments were deducted. She instructed her bank to discontinue these unwarrended payments so that she could pay manually. Charges were added to her bills for not paying by direct debit.

A letter instructing eircom not to proceed with direct debit payments was sent on 22/1/2015. No response.

Another letter was sent to eircom on 10/3/2015. No response.

A thrid letter was sent to the complaints department, oulining all complaints and difficulties contacting eirocm. The letter asked that the marketing call be traced and listened to and included copies of all previous correspondence. It was registered and sent on 5/5/2015 and was recieved on 7/5/2015 and signed for by a 'H Lally'. No response.
We have gotten the bills, however. The last one included a threat to cut us off if we didn't immidiately pay the outstanding amount on this disputed contract.
As outlined in previous letters, we would like a reply in writing from eircom in relation to all the issues raised.

We would be satified with the restoration of the pervious unlimited broadband contract with no attached mobile phone contract.

eircom: Alan

Smiley92a wrote: »

The problems started at the beginning of this year when eircom called my mother offering her a mobile phone contract. She agreed to it without fully understanding that accepting it would entail changing our broadband contract to a more expensive, inferior one with a download limit. She was also told that she would not have to pay by direct debit. When she was supplying her account details to the marketer she specifically asked if she could continue playing manually, as she had always done, and was assured this would not be a problem.

Money was nonetheless taken from the account by direct debit, in spite of her verbal and written instructions. The account had already been settled before payments were deducted. She instructed her bank to discontinue these unwarrended payments so that she could pay manually. Charges were added to her bills for not paying by direct debit.

A letter instructing eircom not to proceed with direct debit payments was sent on 22/1/2015. No response.

Another letter was sent to eircom on 10/3/2015. No response.

A thrid letter was sent to the complaints department, oulining all complaints and difficulties contacting eirocm. The letter asked that the marketing call be traced and listened to and included copies of all previous correspondence. It was registered and sent on 5/5/2015 and was recieved on 7/5/2015 and signed for by a 'H Lally'. No response.
We have gotten the bills, however. The last one included a threat to cut us off if we didn't immidiately pay the outstanding amount on this disputed contract.
As outlined in previous letters, we would like a reply in writing from eircom in relation to all the issues raised.

We would be satified with the restoration of the pervious unlimited broadband contract with no attached mobile phone contract.

Hi Smiley92a

I'm sorry to hear of this and apologies for the delays in getting back to you

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

Thank you

Al