€100 charged to my account due to withdrawing from contract within 30 day period specified in email

Question

Hi, €100 charged to my account due to withdrawing from contract within 30 day period specified in email regarding change of contract due to pricing change. I was advised by eircom on 12th Feb that no notice was needed as I had 30 days to withdraw from contract from the 11th Feb email received date. Notice was given via the phone number provided in the email that I would be moving providers thus withdrawing from contract. Final bill has a €100 ECC charged. Called eircom on Fri 6th March was advised €100 would be deducted from bill as should not have been charged. Was also promised a call back from agent for Mon 9th March to advise this credit had been applied. No callback received. Called again to dispute this cancellation charge on 10th March was advised this would be escalated to team leader. Asked to speak to higher level persons advised non available. Also advised by agent that to withdraw from contract we should have ceased our line and broadband. Nowhere within the email we received are we requested to cease our products totally to withdraw from contract and then ask new provider to reactivate all our products again. This would seem a ridiculous thing to require to be done. This is typical Eircom tactics when any normal person can see that according to Eircom email we were entitled to withdraw from contract by switching providers. Copy of email belowAccount number:  XXXX1878  Contract ChangeDear XXX,We are writing to inform you of some amendments to your eircom service, which will come into effect on 15th April 2015. These changes will be reflected in bills issued after 15th April 2015.The changes are summarised as follows:An increase to the monthly charge for your broadband bundle of between €2 and €5. For TV bundle customers, an increase to the monthly charge for your bundle of between €5 and €8 will apply.An increase to the call set up fee and call rates for certain calls made outside of your voice plan allowance. These charges will only apply if you make these calls outside of the included minutes of your voice plan.The Fixed SMS service, which is the ability to send text messages from your home phone and which may be included in your plan, will be withdrawn from 30th June 2015. It will not be possible to send or receive text messages via your home phone after this date. Certain security and alarm monitoring services may be impacted by this change and we would advise you to contact your alarm monitoring supplier for further information. This Fixed SMS service withdrawal does not affect the sending or receiving of text messages on mobile phones.Please note that not all of these changes will apply to your account. To find out more please visit our website - you will need your plan name which can be found on page 3 of your latest eircom bill in the 'Charges for this period' section.Your custom is very important to us and we hope that you will continue to enjoy the great value services that eircom offers. However if you wish you can downgrade or withdraw from your contract without penalty for 30 days after the issue date of this email by calling 1800 303 731.Yours sincerely,
Paul Doyle
Customer Operations Director

Answer 1

Exact same happened to me however, Eircom have since cut me off.  Nobody will phone me back and I have a credit block on my visa card which has never before happened to me.  To say that Eircom's service is poor is an understatement.  I have all of the emails that I sent to them but not one person will take responsibility and telephone me to resolve this issue.  Copy of email below: Contract Change
Dear Grace,
We are writing to inform you of some amendments to your eircom service, which will come into effect on 15th April 2015. These changes will be reflected in bills issued after 15th April 2015.
The changes are summarised as follows:
• An increase to the monthly charge for your broadband bundle of between €2 and €5. For TV bundle customers, an increase to the monthly charge for your bundle of between €5 and €8 will apply.
• An increase to the call set up fee and call rates for certain calls made outside of your voice plan allowance. These charges will only apply if you make these calls outside of the included minutes of your voice plan.
• The Fixed SMS service, which is the ability to send text messages from your home phone and which may be included in your plan, will be withdrawn from 30th June 2015. It will not be possible to send or receive text messages via your home phone after this date. Certain security and alarm monitoring services may be impacted by this change and we would advise you to contact your alarm monitoring supplier for further information. This Fixed SMS service withdrawal does not affect the sending or receiving of text messages on mobile phones.
Please note that not all of these changes will apply to your account. To find out more please visit our website - you will need your plan name which can be found on page 3 of your latest eircom bill in the 'Charges for this period' section.
Your custom is very important to us and we hope that you will continue to enjoy the great value services that eircom offers. However if you wish you can downgrade or withdraw from your contract without penalty for 30 days after the issue date of this email by calling 1800 303 731.
Yours sincerely,
Paul Doyle
Customer Operations Director