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Very poor customer service

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  • 30-06-2015 6:06pm
    #1
    chrislad
    Registered Users Posts: 8,324 ✭✭✭


    I have an issue at the moment. Basically eircom overcharged me. I got a text saying that my account was overdue. As I pay monthly this was unusual. I checked my online bills and talked to customer care as I felt I was overcharged for TV. I was advised it would take 10 working days to investigate. I asked would I be disconnected in that time and I was advised no.

    Last night I came home to no Internet. I rang and I was told my account was barred. I explained the situation and was told my query had been resolved and that was account was to be adjusted by 90e which left a balance of 65 or so. I rang this morning to pay. At that stage the next bill was created which added another 65 or so due in the middle of July. I paid the balance of 65 and with the adjusted balance of 90,there was nothing due on the account.

    I got home and Internet wasn't working. I rang again and was advised the opposite of what I had been told twice previously. I was told I had to pay next month's bill or I would remain disconnected. I am not happy about this. I was disconnected due to an eircom error.

    Can you please resolve this.


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


    chrislad wrote: »
    I have an issue at the moment. Basically eircom overcharged me. I got a text saying that my account was overdue. As I pay monthly this was unusual. I checked my online bills and talked to customer care as I felt I was overcharged for TV. I was advised it would take 10 working days to investigate.  I asked would I be disconnected in that time and I was advised no.

    Last night I came home to no Internet. I rang and I was told my account was barred. I explained the situation and was told my query had been resolved and that was account was to be adjusted by 90e which left a balance of 65 or so. I rang this morning to pay. At that stage the next bill was created which added another 65 or so due in the middle of July. I paid the balance of 65 and with the adjusted balance of 90,there was nothing due on the account.

    I got home and Internet wasn't working. I rang again and was advised the opposite of what I had been told twice previously. I was told I had to pay next month's bill or I would remain disconnected.  I am not happy about this. I was disconnected due to an eircom error.

    Can you please resolve this.
    Hi chrislad

    It's clear to see this should not have happened and that apologies are in order here - Please PM me your eircom account number and I'll investigate further

    Thanks
    Al


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    #3
    chrislad
    Registered Users Posts: 8,324 ✭✭✭chrislad


    Thanks Alan. I've send a PM there now.


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


    chrislad wrote: »
    Thanks Alan. I've send a PM there now.
    Hi chrislad

    I have just responded to your PM now

    Al


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    #5
    chrislad
    Registered Users Posts: 8,324 ✭✭✭chrislad


    Thanks to Alan for getting this sorted very quickly! Much appreciated!


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


    chrislad wrote: »
    Thanks to Alan for getting this sorted very quickly! Much appreciated!
    More than happy to help Chrislad :)

    If there's anything you feel I can help with in future let me know

    Cheers
    Al


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    #7
    chrislad
    Registered Users Posts: 8,324 ✭✭✭chrislad


    eircom: Alan wrote: »
    More than happy to help Chrislad :)

    If there's anything you feel I can help with in future let me know

    Cheers
    Al

    Still no Internet. Rang customer care and was told I needed to pay 163e. No record of adjustments made.


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    #8
    chrislad
    Registered Users Posts: 8,324 ✭✭✭chrislad


    chrislad wrote: »
    Still no Internet. Rang customer care and was told I needed to pay 163e. No record of adjustments made.

    Spoke to a fantastic lady who sorted everything out. Need more of her on the lines!


  • Options
    #9
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    chrislad wrote: »
    chrislad wrote: »
    Still no Internet. Rang customer care and was told I needed to pay 163e. No record of adjustments made.

    Spoke to a fantastic lady who sorted everything out. Need more of her on the lines!
    Apologies for missing your post on this yesterday chrislad, I just tried calling you now.

    Let me know if you can take a call today

    Thanks
    Al


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    #10
    chrislad
    Registered Users Posts: 8,324 ✭✭✭chrislad


    Yeah, I just saw the missed call there. I'm in work at the moment, so about 1pm or so is a good time.

    Regards,
    Chris


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


    chrislad wrote: »
    Yeah, I just saw the missed call there. I'm in work at the moment, so about 1pm or so is a good time.

    Regards,
    Chris
    Great, thanks I'll call then

    Al


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