Customer service all over the shop.

blowtorch

Decided to install the broadband only package. However I cancelled within the cooling off period. By phone as
directed by the instructions. Grand I thought. Then I receive an email with an invoice. I contacted the webchat
Facility, which confirmed that I had indeed cancelled the contract, but that I'd have to call the cancellation department again. Now, I did my bit, and it's documented that I did. I even send a message through the Eir
'Contact us' facility to confirm the cancellation. 
Still wasn't cancelled. I again got onto the webchat, again got confirmation that I had been in contact, and contract had been cancelled. Again they said that I should phone again. I refused, again saying that I'd done my bit. The webchat hostess said that they couldn't do anything and that they could not phone nor email internally to their cancellation department.
Latest is that Eir have taken (robbed actually) €64 from my bank account. Customer service is atrocious. 
 Is the webchat outsourced, as the standard of care is abysimal. Incidentally I signed up on the webchat, yet they cannot access the account?

Eir: Pamela

blowtorch wrote: »

Decided to install the broadband only package. However I cancelled within the cooling off period. By phone as
directed by the instructions. Grand I thought. Then I receive an email with an invoice. I contacted the webchat
Facility, which confirmed that I had indeed cancelled the contract, but that I'd have to call the cancellation department again. Now, I did my bit, and it's documented that I did. I even send a message through the Eir
'Contact us' facility to confirm the cancellation. 
Still wasn't cancelled. I again got onto the webchat, again got confirmation that I had been in contact, and contract had been cancelled. Again they said that I should phone again. I refused, again saying that I'd done my bit. The webchat hostess said that they couldn't do anything and that they could not phone nor email internally to their cancellation department.
Latest is that Eir have taken (robbed actually) €64 from my bank account. Customer service is atrocious. 
 Is the webchat outsourced, as the standard of care is abysimal. Incidentally I signed up on the webchat, yet they cannot access the account?

[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif]blowtorch,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Thanks for getting in touch, I'm so sorry to hear this. Sincere apologies, this is definitely not the service we aim to provide and I can understand your frustration with this. [/font]
[font=Verdana, sans-serif]Can you PM me your account information and I will take a look into this. I will also relay your feedback onto the relevant teams.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

[font=Verdana, sans-serif] [/font]

blowtorch

PM sent

Eir: Pamela

blowtorch wrote: »

PM sent

Thanks blowtorch,


I have replied.

-Pamela