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Cancellation not processed

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  • 02-11-2017 9:07am
    #1
    debbiewall
    Registered Users Posts: 3 ✭


    I cancelled my account on the 20th of October but after chatting with someone from the retention team online yesterday they are telling me there is no record of the cancellation. Can someone please look in to this for me? Thanks


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  • Options
    #2
    eir: Adam
    Closed Accounts Posts: 1,508 ✭✭✭eir: Adam


    debbiewall wrote: »
    I cancelled my account on the 20th of October but after chatting with someone from the retention team online yesterday they are telling me there is no record of the cancellation. Can someone please look in to this for me? Thanks
     Hi there,

    Sorry to hear you're cancelling your services with us. If you PM me your account number and full name I'll check on this for you.

    - Adam


  • Options
    #3
    Shuttle666
    Registered Users Posts: 172 ✭✭Shuttle666


    eir: Adam wrote: »
    debbiewall wrote: »
    I cancelled my account on the 20th of October but after chatting with someone from the retention team online yesterday they are telling me there is no record of the cancellation. Can someone please look in to this for me? Thanks
     Hi there,

    Sorry to hear you're cancelling your services with us. If you PM me your account number and full name I'll check on this for you.

    - Adam
    Was given the same line by the loyalty / retention team, so it seems to be an acceptable white lie of theirs?  In a subsequent conversation weeks later, they were able to details the date and time of the online cancellation from their records.


  • Options
    #4
    debbiewall
    Registered Users Posts: 3 ✭debbiewall


    My online account still has the account active but it should have ceased on the 8th. I was also told I would receive an email with details of the cancellation including instructions on where to return the modem and that email hasn't arrived either and despite being told I had 30 days to return the modem or face a penalty, they haven't actually told me where to send the modem. 


  • Options
    #5
    Shuttle666
    Registered Users Posts: 172 ✭✭Shuttle666


    debbiewall wrote: »
    My online account still has the account active but it should have ceased on the 8th. I was also told I would receive an email with details of the cancellation including instructions on where to return the modem and that email hasn't arrived either and despite being told I had 30 days to return the modem or face a penalty, they haven't actually told me where to send the modem. 
    I've been told that instead of starting a new cancellation, I should have asked for a transcript of my cancellation phone calls with loyalty, so perhaps you could require a copy of your interaction online.  Cumbersome I know, but until enough of us demonstrate that eir current modus operandi in the loyalty department and other customer contact points is damaging whatever loyalty /goodwill is left, nothing will change. 


  • Options
    #6
    eir: Tracey
    Closed Accounts Posts: 2,136 ✭✭✭eir: Tracey


    debbiewall wrote: »
    My online account still has the account active but it should have ceased on the 8th. I was also told I would receive an email with details of the cancellation including instructions on where to return the modem and that email hasn't arrived either and despite being told I had 30 days to return the modem or face a penalty, they haven't actually told me where to send the modem. 
    Hi debbiewall, 

    Apologies for the delays here. 

    Adam has your account details so I'll look into this and come to you soon through PM's. 

    Thanks 

    Tracey 


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    #7
    debbiewall
    Registered Users Posts: 3 ✭debbiewall


    eir: Tracey wrote: »
    debbiewall wrote: »
    My online account still has the account active but it should have ceased on the 8th. I was also told I would receive an email with details of the cancellation including instructions on where to return the modem and that email hasn't arrived either and despite being told I had 30 days to return the modem or face a penalty, they haven't actually told me where to send the modem. 
    Hi debbiewall, 

    Apologies for the delays here. 

    Adam has your account details so I'll look into this and come to you soon through PM's. 

    Thanks 

    Tracey 
    Hi Tracey,

    I finally received the cancellation email (on the 13th) to say my account would cease 30 days from the day I got the notification. My account has already been cancelled so I presume the email is wrong? I have the parcel motel label to return the modem so will be doing that tomorrow. 

    Thanks,

    Debbie


  • Options
    #8
    eir: Adam
    Closed Accounts Posts: 1,508 ✭✭✭eir: Adam


    debbiewall wrote: »
    eir: Tracey wrote: »
    debbiewall wrote: »
    My online account still has the account active but it should have ceased on the 8th. I was also told I would receive an email with details of the cancellation including instructions on where to return the modem and that email hasn't arrived either and despite being told I had 30 days to return the modem or face a penalty, they haven't actually told me where to send the modem. 
    Hi debbiewall, 

    Apologies for the delays here. 

    Adam has your account details so I'll look into this and come to you soon through PM's. 

    Thanks 

    Tracey 
    Hi Tracey,

    I finally received the cancellation email (on the 13th) to say my account would cease 30 days from the day I got the notification. My account has already been cancelled so I presume the email is wrong? I have the parcel motel label to return the modem so will be doing that tomorrow. 

    Thanks,

    Debbie
    Hi Debbie,

    Tracey isn't in the office at the minute but I've checked your account for you. You don't have to worry about this email, your account is completely closed.

    - Adam


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