Wednesday 17 January 2018

I want cash as payback instead of future credit

Q Henry joined eMobile as a bill-pay customer in early December last, signing up for an 18-month contract for €45 a month, and as part of the deal he received a Samsung Galaxy 2Y handset for free.

But when he was away at the end of December he realised his bank account was down funds, and he discovered that eMobile had mistakenly debited €189 for the cost of the handset.

Back in Ireland in early January he contacted the company who assured him that this was a mistake and that the amount would be refunded to him.

This didn't happen and when he received his first bill, the amount for the handset appeared as a credit on his account. He called the company again, this time he was told they could not refund to his bank account but would have to refund as credit to his account.

"So which is it?" asks Henry. He wants the cash, not credit and believes this should happen.

A We contacted eMobile who readily admitted, "we made an error in this case! The refund should not have been placed on his mobile phone account," they say, "it should have been made to his bank account".

They stated that Henry was "incorrectly charged €189 on his first invoice in error for his handset" and confirm that "a refund has been processed to his bank account for €189".

On the matter of refunds versus credit, eMobile are pretty clear how they operate.

They say: "In cases where there is an error with a charge on a customer's account, the refund is made to the customer's bank account. In instances where a customer is given a goodwill credit due to poor customer service etc, then that credit is put on the customer's mobile account."

Irish Independent

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