No service but charged anyway... over €1000!

neverlost64

Eir,

My partner ordered a mobile, TV and broadband package from Eir in August. After an aborted attempt to install TV and broadband (due to non-functional outside line apparently) and the length of time waiting for Eir to send a technician to rectify, we cancelled the contract, within the cooling off period.

On 9^th September, we spoke with your retentions team and cancelled the contract. We agreed with the cancellations representative that we would pay for any mobile consumption, which amounted to a handful of telephone calls. 

The cancellation agent advised that they would immediately cancel the service and that our next step was to return the phone in a jiffy bag to be sent by Eir (we are still waiting for this). The mobile has been switched off since this date and is in a box waiting to go back to Eir.

Since the 9^th (cancellation date) we have been contacted by KN Networks and open Eir several times to re-arrange the installation. They even came out to the house on the 20th when nobody was there!
Today, we received three text messages advising that our “account usage is quite high”. On logging in to our myEir self service account, our balance is €1,021.26. Apart from the aforementioned handful of mobile calls up to the 9^th of September, we have not received any service from Eir.

A bill issued on 3^rd September advises a balance of -€44.12


Please explain why current charges are > €1000!

Eir: Pamela

neverlost64 wrote: »

Eir,

My partner ordered a mobile, TV and broadband package from Eir in August. After an aborted attempt to install TV and broadband (due to non-functional outside line apparently) and the length of time waiting for Eir to send a technician to rectify, we cancelled the contract, within the cooling off period.

On 9^th September, we spoke with your retentions team and cancelled the contract. We agreed with the cancellations representative that we would pay for any mobile consumption, which amounted to a handful of telephone calls. 

The cancellation agent advised that they would immediately cancel the service and that our next step was to return the phone in a jiffy bag to be sent by Eir (we are still waiting for this). The mobile has been switched off since this date and is in a box waiting to go back to Eir.

Since the 9^th (cancellation date) we have been contacted by KN Networks and open Eir several times to re-arrange the installation. They even came out to the house on the 20th when nobody was there!
Today, we received three text messages advising that our “account usage is quite high”. On logging in to our myEir self service account, our balance is €1,021.26. Apart from the aforementioned handful of mobile calls up to the 9^th of September, we have not received any service from Eir.

A bill issued on 3^rd September advises a balance of -€44.12


Please explain why current charges are > €1000!

Hi neverlost64,


Thanks for getting in touch. You should not be charged if you cancelled within the cooling off period.
Can you PM me your account number and I'll check this.

-Pamela 

neverlost64

Thank you, PM sent. 

Eir: Pamela

neverlost64 wrote: »

Thank you, PM sent. 

Thanks neverlost64,


I'll be back to you today.

-Pamela