Talktalk billing error and the debt collectors

inretro

Around April time Talktalk incorrectly billed me a cancellation charge. They admitted their mistake and promised to fix it in May. Now, despite having spoken to 6 different customer service folk (who all promised to raise the credit), I have debt collectors visiting my flat. Any suggestions for alternative routes to get this matter resolved (other than the call centre) would be very helpful. I'd also like to find out how this episode is likely to affect my credit rating, if anyone knows.

I'm at my wits end - I can afford to pay the charge (now elevated by the debt collection agency), but I know as soon as I do that the money which I don't owe them anyway is lost. :mad:

Does anyone have any alternative contacts at talktalk other than their customer service number? Maybe someone works at Talktalk and can help me out?

This is what has happened so far in my 6 calls to the centre since May:

As soon as the debt collection letter arrived, what I really wanted was something in writing to give to the debt collection agency so that they knew the debt was going to be cleared. However this has proved to be impossible so far, due to the rules imposed on the call centres.

Apparently they can only give their first name. Also they are not allowed to contact me in writing (including email). Asking for the supervisor gets you the usual 'they'll just give you the same answer'. I did wait for a supervisor however, who told me that he could not send me anything in writing, but finally when pushed, that the debt collection agency could call him, by calling the main customer service number and asking for him.

If you call the main number you get through to any one of the 12 call centres around the world. They are unable to transfer you to a different centre. They don't know the names of anyone in any other centre. So each subsequent time I asked for the supervisor who I had spoken to, no-one knew who he was.

It appear that I need to be able to take this higher but there seems to be no route available to me through the call centre. I also need to act with urgency as very distressingly the debt collectors have already started visiting my flat, so I don't want to send a letter then wait for a few weeks for action.

Thanks,

Richard

PaulK_3

Try a recorded delivery letter stating you must be sent written confirmation that the debts have been cleared or you will go to OFCOM.
TalkTalk Correspondence Dept.
PO Box 360,
Southampton,
SO30 2LY.

PaulK_3

From the Talk Talk terms and conditions, paragraph 14:

If you have a complaint or query regarding any aspect of the Services including your bill, please contact us by calling Customer Services or by writing to us at TalkTalk Telecom Limited, PO Box 156, Birchwood, Warrington WA3 7WR. 20
Please include your both your phone (or Mobile Phone number if appropriate) and customer account numbers in any correspondence.
14.2 If you are not happy with our response to any complaint or query that you make, you may refer your complaint to the Telecoms Omsbudsman at www.otelo.org.uk or on 0845 050 1614.
14.3 We aim to fully resolve all email queries within 5 working days of receipt and all written queries within 7 working days of receipt. In the unlikely event we are unable to fully resolve a complaint, you may refer your case to the Telecommunications Ombudsman, Otelo via Telephone on 0845 050 1614, or e-mail: [EMAIL="enquiries@otelo.org.uk"]enquiries@otelo.org.uk[/EMAIL] .

Bosie

I was with TT a couple of years ago, they promised a deal which seemed really good (at the time) Anyway to cut a long story short, they ended up owing me about £40 I emailed and rang and for love nor money couldn't get that money back. Yet look how quick they are to send the debt collectors in!
I'd never use them ever again.

Bufflowbill

Try a pm to Member Talk Talk Support he is very helpful: http://forums.moneysavingexpert.com/member.html?u=262215

If you dont get anywhere with him i usually find when dealing with the Carphone Warehouse Group and not getting anywhere fast, an email to CEO Charles Dunstone works wonders.

dunstoc<at>cpwplc.com