Not Honoring Bundle Deal

ck999

So before Christmas my wife and I decided we would upgrade our phones and create a bundle with our home broadband. The deal was 2 phones with 15GB plan and home broadband for €103 for 12 months and €143 for the second 12 months of the 24 month contract.

Since we have the phones we have yet to be charged the agreed amount, 3 bills, all different amounts!!

I have been on to Eir support on the phone and over chat now 5 times, twice of which I was hung up on.
I have been promised twice by different agents that my bill would be as agreed.

I have kept all the names and dates for these calls and chats but after the standard 10-15 mins on hold today I was cut off!!

I was really impressed with this bundle and the voice and data service, but your customer experience is shocking , how can this company have customer service that is so bad.

I considering you not charging what was a agreed and breach of contract!!

Can someone please contact me??

eir: Thomas

ck999 wrote: »

So before Christmas my wife and I decided we would upgrade our phones and create a bundle with our home broadband. The deal was 2 phones with 15GB plan and home broadband for €103 for 12 months and €143 for the second 12 months of the 24 month contract.

Since we have the phones we have yet to be charged the agreed amount, 3 bills, all different amounts!!

I have been on to Eir support on the phone and over chat now 5 times, twice of which I was hung up on.
I have been promised twice by different agents that my bill would be as agreed.

I have kept all the names and dates for these calls and chats but after the standard 10-15 mins on hold today I was cut off!!

I was really impressed with this bundle and the voice and data service, but your customer experience is shocking , how can this company have customer service that is so bad.

I considering you not charging what was a agreed and breach of contract!!

Can someone please contact me??

Hi ck999 ,

I'm very sorry to hear about the issues you've been having and I apologise for any inconvenience caused. 

Please feel free to PM me your full name and account number, I would be happy to look into this for you.

Thanks 

Thomas

ck999

eir: Thomas wrote: »

ck999 wrote: »

So before Christmas my wife and I decided we would upgrade our phones and create a bundle with our home broadband. The deal was 2 phones with 15GB plan and home broadband for €103 for 12 months and €143 for the second 12 months of the 24 month contract.

Since we have the phones we have yet to be charged the agreed amount, 3 bills, all different amounts!!

I have been on to Eir support on the phone and over chat now 5 times, twice of which I was hung up on.
I have been promised twice by different agents that my bill would be as agreed.

I have kept all the names and dates for these calls and chats but after the standard 10-15 mins on hold today I was cut off!!

I was really impressed with this bundle and the voice and data service, but your customer experience is shocking , how can this company have customer service that is so bad.

I considering you not charging what was a agreed and breach of contract!!

Can someone please contact me??

Hi ck999 ,

I'm very sorry to hear about the issues you've been having and I apologise for any inconvenience caused. 

Please feel free to PM me your full name and account number, I would be happy to look into this for you.

Thanks 

Thomas

Thank you Thomas, can you confirm you got my PM please?

eir: Thomas

ck999 wrote: »

eir: Thomas wrote: »

ck999 wrote: »

So before Christmas my wife and I decided we would upgrade our phones and create a bundle with our home broadband. The deal was 2 phones with 15GB plan and home broadband for €103 for 12 months and €143 for the second 12 months of the 24 month contract.

Since we have the phones we have yet to be charged the agreed amount, 3 bills, all different amounts!!

I have been on to Eir support on the phone and over chat now 5 times, twice of which I was hung up on.
I have been promised twice by different agents that my bill would be as agreed.

I have kept all the names and dates for these calls and chats but after the standard 10-15 mins on hold today I was cut off!!

I was really impressed with this bundle and the voice and data service, but your customer experience is shocking , how can this company have customer service that is so bad.

I considering you not charging what was a agreed and breach of contract!!

Can someone please contact me??

Hi ck999 ,

I'm very sorry to hear about the issues you've been having and I apologise for any inconvenience caused. 

Please feel free to PM me your full name and account number, I would be happy to look into this for you.

Thanks 

Thomas

Thank you Thomas, can you confirm you got my PM please?

I have received your PM and I will respond shortly.

Thanks

Thomas

ck999

Hi Thomas,

While I thank you for your response over PM, you have not solved my issue. 

I am being overcharged as you have agreed on my current bill, telling to call 1901 (where I have been hung up on) if my bill is over next month  is not fixing my issue.

How can you not bill me as agreed? and why can you not fix this?

eir: Thomas

ck999 wrote: »

Hi Thomas,

While I thank you for your response over PM, you have not solved my issue. 

I am being overcharged as you have agreed on my current bill, telling to call 1901 (where I have been hung up on) if my bill is over next month  is not fixing my issue.

How can you not bill me as agreed? and why can you not fix this?

I have advised you to contact our customer support team on 1901 because from looking at your account this is being dealt and has been escalated to a member of management internally. In order to get an update on this, you will need to give them a call.

Apologies but this cannot be dealt with through this channel.

Thanks

Thomas

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It took me 12 months of calls and the involvement of comreg to sort out a similar issue.

Turned out I was given a package that didn't exist and the recording bore it out.
While eir stood by the offer they had to credit my account to access account to deal with the overcharge.

eir: Thomas

Talon Substantial Ledge wrote: »

It took me 12 months of calls and the involvement of comreg to sort out a similar issue.

Turned out I was given a package that didn't exist and the recording bore it out.
While eir stood by the offer they had to credit my account to access account to deal with the overcharge.

I'm glad to hear you've had this resolved.

Thanks

Thomas