Talk Talk Complaints

fleur123_2

Back in July, I had to change my phone number with Talktalk due to offensive phone calls. Little did I know that this would cause me so many problems.


Firstly, my original phone number was on a talk plan where I got free evening and weekend calls. I understood that this wouldn’t change with the provision of a new number. I have since discovered that despite requesting everything to be kept the same, I was actually placed on a plan which only allows free calls on the weekend.



Every time I have contacted customer services about this, I have been placed on hold and then hung up on (at least 3 times in the past week). I have also emailed the "customer services" team and have yet to receive a satisfactory response (at least 5 times!).



I have now managed to change my talk plan to the “my talktalk” evenings & weekends, however I am still disputing the fact that I was placed on the incorrect plan when this was changed over. I therefore want the related charges of any evening calls to be refunded to me, as if I had been put onto the correct plan as requested.


Another issue I have is that when my phone number changed, I was entered into a new 18 month contract – despite having now been with talktalk for over 3 years. I was looking to change supplier due to the shoddy service provided by them, and now feel that they have trapped me into a new contract.


I don't know what to do, as I am unable to get a satsfactory response by phone or in writing. Does anyone know/ had any successful experiences in resolving their complaints with talktalk? Maybe a head office/ CEO address?
Thanks!!
:mad:

DonnyDave

List of e-mail addresses for CEOs of various companies:

http://www.connectotel.com/marcus/ceoemail.html

It is well known that when customers e-mail the current BT Chief Executive and e-mailed his predecessor that they got results. I don't know whether contacting Mr Dunstone directly gets the job done so I will be interested to know how you get on.

Buzby

With telecom companies, if you do ANYTHING to change your account, they like to impose an additional lock-in (in lieu of charging you a fee) and assed a new minimum term.

They are quite entitled to do this, but ONLY if they advised you of this FIRST. It may have been buried away in the number change paperwork - which will ensure their compliance with the rules, but it is worthwhile checking nevertheless (that the did).

The fact your package gances is easier - they've screwed up. Your tlephone number has nothing to do with your account number, and any renumber SHOULD mean all your previous services are provided on the the replacement number as before. You're suffering because of ongoing TT incompetence - and I have to say they to appear to have more than their fair share of problems bearing in mind their claim they are the second biggest consumer telco in the UK.

Put your complaint in WRITING and move things forward that way.

fleur123_2

Thanks both. I have now written an email to the CEO of talktalk and posted my complaint in the TalkTalk members forum, so I will keep you updted!

fleur123_2

Quick update:

I've already had a reply from Charles Dunstone, CEO of talktalk assuring me that one of his people is looking into it.

I also stumbled across the talktalk members forum, run by talktalk - and posted my views there too. I have no been contacted by a talktalk rep on there who is looking into things further :T

watch this space!

oilfiredboilerman

to emma the talk talk representative
i have tried to reply to your pm but you have refused to accept my reply. (i should have expected that.
as to your comment it has the distinct smell of quai kee(quai is buffalo and kee is firtiliser)
i still have problems with billing some perhaps my fault not understanding the non english speaking cheap labour your company use.

we have 4 seperate properties all registered with you,

but cannot use one email address for all bills, (your advanced moron designed it system can only register 3 accounts per email address so we have to sell one of our houses)
i get paper billing even though i have asked for ebilling and given an email address, i am being charged even though i have asked for ebilling.
and i have had enough

i am now looking for another provider for all our properties on the understanding that good customer service is worth the extra money.

i am contacting trading standards and other relevant organisations to try once and for all to get someone who has the gumption to stand up and take responsibility for the crap you apertain to be a service.

fleur123_2

Hi Everyone

Just to let you know, I emailed Charles Dunstone on Wednesday, got an email back the same day, and someone from his office then rang me yesterday and my issues are now resolved!

All charges refunded and promised to have no early termination fee (now have their contact details in case of any problems with this).

He said that customer service is a known issue and that it is being looked into, given the number of complaints that seem to be arising.

TalkTalk

Hi oilfiredboilerman,

I have not refused any reply. MSE have removed PMs from all company representatives as some companies were using this for the transfer of personal details and to sell products. As you will see from other posts TalkTalk have always requested customers register and post on the TalkTalk Members Forum for security reasons as the transfer of such details over this site is not secure. If you could register and post on the TalkTalk forums we will be able to progress the issue for you.

Cheers
Emma x

driedstrawman

I originally had a contract with Tiscali which I terminated in January 2007. Subsequent to finishing my contract, Tiscali continued to charged me for line rental.and took money from my account by direct debit until I put a stop on it. They then tried to pursue me for money I didn't owe them, because it was after the contract was terminated. Eventually they conceded that they had made a mistake and the contract had indeed finished in January 2007. They then credited my amount to my account, which reduced my balance to £0.00. I was told that this would be the end of the matter and had no further correspondence until now.

I recently received an unwelcome letter from a debt recovery agency on 16th January 2010, three years after I was told that this matter was closed. It was then that I found out that Talk Talk had taken over Tiscali. I contacted Talk Talk through the Carphone Warehouse in Crewe. An operative confirmed that there is no outstanding balance and gave me a call reference number. He then advised me to give this reference to another operative on a different number saying the matter would be resolved.

I called this number on Monday 18th January 2010 and as a consequence I spent 20 minutes on hold before being put through to an operative. The operative on this number could see the credit, but still insisted that I owe them money. I explained that since January 2007, I have not had a landline at all. She then said that the issue will have to be passed to the back office and that I will have to call back in another 28 days to get the outcome. She refused to confirm anything in writing or even arrange to call me back. :mad:

don_horn

The address for Talktalk head office is:-

[FONT=&quot]Carphone Warehouse PL[/FONT][FONT=&quot]C[/FONT]
[FONT=&quot]1 Portal Way[/FONT][FONT=&quot][/FONT]
[FONT=&quot]North Acton[/FONT][FONT=&quot][/FONT]
[FONT=&quot]London[/FONT][FONT=&quot] W3 6RS[/FONT]


I requested TT call an engineer to repair my damaged overhead cable.
Anyone who has reported a fault will know the routine which evades doing anything positive.
After finally losing my patience and playing their silly games for 7 days I explained that it was not my job to take the master socket apart as it was owned by BT and I paid them (Talktalk) to provide me with a usable line. They finally gave up delaying and contacted BT. BT responded in 10 mins and within an hour had installed a new overhead cable. Guess who I shall transfer back to? Some tips - Go to night school and learn Indian - record all conversations but first tell the TT responder you are doing so or the recording will not hold up in court - ask that they spell their name and keep a not of times etc. - If you write then send it recorded delivery and track it to ensure it has been delivered. If you feel depressed withh the whole affair then go into google and enter Talktalk+complaints. Look at the first page where it says 1-10 of 102,000. YOU ARE NOT ALONE !!!



I have a friend who waited a month for TT to repair her line but then only after she complained to ofcom.
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