Overcharged, moving home package

Orla_B44

So we have been with Eir for TV, broadband and 2 mobiles for the past 2 years. We moved house before Christmas and at the time we were out of contract so we rang up to see if we could get a new contract deal. We were told that we had to be a new customer to avail of the current deals. So we cancelled our plan. We then got a call to say if we didn't cancel they would give us their current offer for new customers which included a moving home package. So we agreed.
We got a new account number for the new house and were told we would be issued a final bill for the old house. So far so good.
We eventually got set up in the new house but are still being charged for the old account. We went into an Eir store and the staff there confirmed that we were overcharged by at least €80 and they informed us that there were cancellation fees on the old account??
We were told that one of the mobiles has not been moved over to the new account which is why we are incurring additional charges. We have been ringing and ringing and ringing and cannot get through to anyone!!
We have received another bill today for €168 and we have no idea what we are being charged for. We cannot view any bills online as both the new and old account seem to be locked so we cannot even view these bills to try and make any sense of them. We have paid hundreds of euros to Eir since we opted for this "free" moving home package. My husband spent over 3 hours on hold today only to be cut off before talking to anyone. This is surely illegal. We are being robbed by Eir, cannot view the bills and cannot get through to anyone to close our account. Customer service is non existent in this company.
We have cancelled our direct debit until somebody in Eir contacts us and has this resolved. The company needs to be reported the to industry watchdog.

eir: Linzi

Orla_B44 wrote: »

So we have been with Eir for TV, broadband and 2 mobiles for the past 2 years. We moved house before Christmas and at the time we were out of contract so we rang up to see if we could get a new contract deal. We were told that we had to be a new customer to avail of the current deals. So we cancelled our plan. We then got a call to say if we didn't cancel they would give us their current offer for new customers which included a moving home package. So we agreed.
We got a new account number for the new house and were told we would be issued a final bill for the old house. So far so good.
We eventually got set up in the new house but are still being charged for the old account.  We went into an Eir store and the staff there confirmed that we were overcharged by at least €80 and they informed us that there were cancellation fees on the old account??
We were told that one of the mobiles has not been moved over to the new account which is why we are incurring additional charges. We have been ringing and ringing and ringing and cannot get through to anyone!!
We have received another bill today for €168 and we have no idea what we are being charged for. We cannot view any bills online as both the new and old account seem to be locked so we cannot even view these bills to try and make any sense of them. We have paid hundreds of euros to Eir since we opted for this "free" moving home package. My husband spent over 3 hours on hold today only to be cut off before talking to anyone. This is surely illegal. We are being robbed by Eir, cannot view the bills and cannot get through to anyone to close our account. Customer service is non existent in this company.
We have cancelled our direct debit until somebody in Eir contacts us and has this resolved.  The company needs to be reported the to industry watchdog.

Hi Orla_B44

Would you mind sending me the following details, and I will look into this for you?:~

Registered name:
Registered Address:
Account number:
DOB:
Are you the account holder?

Many thanks
~Linzi