Being shunted from one department to another

Darren 83

So I went on to the web chat to add a mobile to my account, before I got into the order I explained to the Sales rep my passport is out of date, no problem as an existing customer  I will be ok so proceeded with the order. 

Paid my €249 deposit only to get an email saying my passport is out of date on the phone for an hour being passed around from department to department because nobody actually deals with any difficult question. Last rep passed me on again only to be hung up on!! nice customer care. 

I would have defended eir in the past  but now not so much, just want my deposit back at this stage. Think this is going to take awhile.

eir: Kyle

Darren 83 wrote: »

So I went on to the web chat to add a mobile to my account, before I got into the order I explained to the Sales rep my passport is out of date, no problem as an existing customer  I will be ok so proceeded with the order. 

Paid my €249 deposit only to get an email saying my passport is out of date on the phone for an hour being passed around from department to department because nobody actually deals with any difficult question. Last rep passed me on again only to be hung up on!! nice customer care. 

I would have defended eir in the past  but now not so much, just want my deposit back at this stage. Think this is going to take awhile.

Hi there Darren 83

So sorry to hear about this. I can confirm that one you add an extra service to your account, they will requestin passport information again and if this has expired, the team won't be able to complete the order.

Can you please PM me the following info?

1. Full registered name
2. Full address
3. Account number
4. email
5. DOB
6. Confirm that you are the account holder
7. Order number (if you have it) and date you got charged for the deposit?

-Kyle

Darren 83

eir: Kyle wrote: »

Darren 83 wrote: »

So I went on to the web chat to add a mobile to my account, before I got into the order I explained to the Sales rep my passport is out of date, no problem as an existing customer  I will be ok so proceeded with the order. 

Paid my €249 deposit only to get an email saying my passport is out of date on the phone for an hour being passed around from department to department because nobody actually deals with any difficult question. Last rep passed me on again only to be hung up on!! nice customer care. 

I would have defended eir in the past  but now not so much, just want my deposit back at this stage. Think this is going to take awhile.

Hi there Darren 83

So sorry to hear about this. I can confirm that one you add an extra service to your account, they will requestin passport information again and if this has expired, the team won't be able to complete the order.

Can you please PM me the following info?

1. Full registered name
2. Full address
3. Account number
4. email
5. DOB
6. Confirm that you are the account holder
7. Order number (if you have it) and date you got charged for the deposit?

-Kyle

Hi Kyle,
            When I eventually got hold of a rep he couldn't understand why it was it would stop the order, I could fully understand if I was a new customer or if my account was not in order. I eventually got to another  rep who has requested a refund from the sales team.  I'm sorry I didn't get her name as she was the most helpful.  I will send pm with above details to unsure the deposit has been requested.

  Darren

Darren 83

Thanks for getting back to me via pm, I've never been asked for id before when upgraging via chat so this was new to me and I can understand the need for it. 

Thanks agian 
Darren

eir: Kyle

Darren 83 wrote: »

Thanks for getting back to me via pm, I've never been asked for id before when upgraging via chat so this was new to me and I can understand the need for it. 

Thanks agian 
Darren

Hi Darren

Glad I could get this resolved for you via PM. When adding an extra service, they will request a form of ID

-Kyle