Talk Talk Complaints

def_2

I am also having some of the worst customer service ive ever recieved
Here is the letter going to your MD and complaints department. Lets hope you can sort this out asap.

The fist day I started calling at 8.45am and I gave up at 12.50pm

I have only just finished it so still need to proof read it.

so here we go..............

To Whom It May Concern:

I am writing this letter due to my utter dissatisfaction with the service Talk Talk has provided. This is a catalogue of bad communication, Customer service, management and communication.
A lot of this im told is in breech of the “Supply of goods and services act 1982” which states “You must use reasonable care and skill” this case is filed with Trading Standards, The Office of Fair Trading and Ofcom.

I hope you will see my frustrations and someone will talk to me about these issues and compensate me accordingly.

So here we go.

I signed up in late November due to a FREE CONNECTION advert on the internet. I set up my direct debit at this time to come out the 20th of each month.

I hadn’t received a bill and on the 4th /5 January I found I was cut off. On that date I had a foot and a half of snow in front of my house with no mobile phone credit to call work or my or staff, and neither did my wife.

I found out that you were trying to take the direct debit on the 18th of each month rather than the agreed upon 20th which is when I am paid.
Not only that you failed to send me a bill, call or email me that there was any problem at all with my account.

So the first problem is you have taken money on the wrong date and as a result I have occurred bank charges each time. These will have to be paid by Talk Talk.

So I was left with no communication stranded at home. I called Talk Talk at approx 8.45am and asked to speak to a manager and was told the will only lift the restriction for one day. I explained this was not satisfactory but I would call back when the phone worked.

I was told it would work as soon as I put the phone down and queried this as it says on the automated service 48 hours. Your customer service staff member then said well it could talk 30 mins. I said “Are you sure 30 mins” his answer was “Definitely no longer that 1 hour”

One hour twenty minutes later I re called as it was still not active!!!!!

I then asked for a manager as I had had enough. I spoke to Shaun Pedro and he said you cannot change the direct debit date and although he can see it was set up for the 20th it can come out earlier. Both me and the Ofcom officer I spoke to believe this is not right in this day and age. The AGGREED date is the 20th and it may not be taken before this date each month.

At least at this time the phone was working.


I was told I would get a call back in one hour from someone with authority to change a simple direct debit date to the AGREED upon date.

One hour later no call so I called again and spoke to a young lady went through all this again and she promised yes promised that she would call me back within one hour.

One hour forty five minutes later and she called back (12.47pm) she said that someone would call me back that day and the complaint would be forwarded to that department who would also take 48 hours to get back to me. No call nothing by anyone.

So the second problem is being lied to over and over again.

I agreed to pay what I owed when I was paid on the 20th January and would query the bill at that time as it seemed very high.

On the 20th January I was told it was all paid by direct debit which I knew it couldn’t of been as once again I am paid on the 20th

The lad (Kevin Carney)said it takes 48 hours to see this and he would call me back.

Again nothing.

I called back 2 or 3 days later and asked for a manager. After waiting a while I was put through and the phone line went dead half way through (Cherie). I called back and that manager was on lunch. (straight after she was meant to speak to me and didn’t have the courtesy to call me back)

I warned if I wasn’t called back within one hour I would be going to Trading standards.(Marius Nail)

I wasn’t called back so once again called back and was told the manager would go to another phone as hers wasn’t working (Cherie). I would be called in the next 30 minutes.

Nothing.

So I called back just to pay the bill and queried the amount. You had charged me for unpaid Direct debits and £30 connection fee that it stated in your advert was free. I was told these would be refunded and I paid the outstanding amount. I said I would be paying under protest as I believe that im due the bank charges back . (This is also the view of trading standards due to the “Sales of goods and services act 1982”)

So that was that I thought and started writing this letter.

Today 03/02/2010 I have been cut off from both internet and email AGAIN. I called and was told that although the girl agreed to refund the charges her line manager stopped this later that day and they have been re applied on my account, although this was agreed upon. Again no one has called or emailed that there has been a problem, you have just cut me off.
My wife had a bad fall in the snow on Monday and has whiplash and concussion.
I have had to stay at home for the last two days but have had to go in today. Know if she starts to feel unwell as a result from her head injuries. You have cut her off and she cannot get hold of me.
I have been assured (Ayanda) that it will be put back on and the charges will be taken off again.
But I have little faith now in Talk Talks word right know and these details have once again been forwarded to Trading Stardards, OFT and Ofcom.

So I ask that the bank charges that ive occurred are paid back to me and you compensate me for the hours and hours ive spent on the phone trying to sort your mess out for you.

I would ask that you have a major review of your direct debit procedures and have a stern word with all the people who have let me down at the South African call centre. I would also like in writing your assurance that the £30 connection fee and any other charges on my account have been credited.
I will forward the details of all bank charges once I obtain them from my bank.

Im sure you are shocked and appalled at this dismal display of customer service and I await you response in the next 14 days in writing. A courtesy call from someone would also be appreciated.

I was a customer of my last ISP for 6 years and would of still been with them had there poor customer service not made me leave. If this is sorted out to my satisfaction I would remain with Talk Talk but I never want a repeat of the above.

def_2

I can be contacted on 01344 427004 during the day.

Tippytoes

I thought BT was bad enough, however I don't recall their customer service reps ever putting the phone down on me (not once, but twice)because I asked a question that wasn't on their script. 11 months of my contract left, then I'm off. TT customer service agents are a disgrace....People, save money - avoid, avoid, avoid.

Mark_In_Hampshire

def wrote: »

I am also having some of the worst customer service ive ever recieved
Here is the letter going to your MD and complaints department. Lets hope you can sort this out asap.

The fist day I started calling at 8.45am and I gave up at 12.50pm

I have only just finished it so still need to proof read it.

so here we go..............

To Whom It May Concern:

I am writing this letter due to my utter dissatisfaction with the service Talk Talk has provided. This is a catalogue of bad communication, Customer service, management and communication.
A lot of this im told is in breech of the “Supply of goods and services act 1982” which states “You must use reasonable care and skill” this case is filed with Trading Standards, The Office of Fair Trading and Ofcom.

I hope you will see my frustrations and someone will talk to me about these issues and compensate me accordingly.

So here we go.

I signed up in late November due to a FREE CONNECTION advert on the internet. I set up my direct debit at this time to come out the 20th of each month.

I hadn’t received a bill and on the 4th /5 January I found I was cut off. On that date I had a foot and a half of snow in front of my house with no mobile phone credit to call work or my or staff, and neither did my wife.

I found out that you were trying to take the direct debit on the 18th of each month rather than the agreed upon 20th which is when I am paid.
Not only that you failed to send me a bill, call or email me that there was any problem at all with my account.

So the first problem is you have taken money on the wrong date and as a result I have occurred bank charges each time. These will have to be paid by Talk Talk.

So I was left with no communication stranded at home. I called Talk Talk at approx 8.45am and asked to speak to a manager and was told the will only lift the restriction for one day. I explained this was not satisfactory but I would call back when the phone worked.

I was told it would work as soon as I put the phone down and queried this as it says on the automated service 48 hours. Your customer service staff member then said well it could talk 30 mins. I said “Are you sure 30 mins” his answer was “Definitely no longer that 1 hour”

One hour twenty minutes later I re called as it was still not active!!!!!

I then asked for a manager as I had had enough. I spoke to Shaun Pedro and he said you cannot change the direct debit date and although he can see it was set up for the 20th it can come out earlier. Both me and the Ofcom officer I spoke to believe this is not right in this day and age. The AGGREED date is the 20th and it may not be taken before this date each month.

At least at this time the phone was working.


I was told I would get a call back in one hour from someone with authority to change a simple direct debit date to the AGREED upon date.

One hour later no call so I called again and spoke to a young lady went through all this again and she promised yes promised that she would call me back within one hour.

One hour forty five minutes later and she called back (12.47pm) she said that someone would call me back that day and the complaint would be forwarded to that department who would also take 48 hours to get back to me. No call nothing by anyone.

So the second problem is being lied to over and over again.

I agreed to pay what I owed when I was paid on the 20th January and would query the bill at that time as it seemed very high.

On the 20th January I was told it was all paid by direct debit which I knew it couldn’t of been as once again I am paid on the 20th

The lad (Kevin Carney)said it takes 48 hours to see this and he would call me back.

Again nothing.

I called back 2 or 3 days later and asked for a manager. After waiting a while I was put through and the phone line went dead half way through (Cherie). I called back and that manager was on lunch. (straight after she was meant to speak to me and didn’t have the courtesy to call me back)

I warned if I wasn’t called back within one hour I would be going to Trading standards.(Marius Nail)

I wasn’t called back so once again called back and was told the manager would go to another phone as hers wasn’t working (Cherie). I would be called in the next 30 minutes.

Nothing.

So I called back just to pay the bill and queried the amount. You had charged me for unpaid Direct debits and £30 connection fee that it stated in your advert was free. I was told these would be refunded and I paid the outstanding amount. I said I would be paying under protest as I believe that im due the bank charges back . (This is also the view of trading standards due to the “Sales of goods and services act 1982”)

So that was that I thought and started writing this letter.

Today 03/02/2010 I have been cut off from both internet and email AGAIN. I called and was told that although the girl agreed to refund the charges her line manager stopped this later that day and they have been re applied on my account, although this was agreed upon. Again no one has called or emailed that there has been a problem, you have just cut me off.
My wife had a bad fall in the snow on Monday and has whiplash and concussion.
I have had to stay at home for the last two days but have had to go in today. Know if she starts to feel unwell as a result from her head injuries. You have cut her off and she cannot get hold of me.
I have been assured (Ayanda) that it will be put back on and the charges will be taken off again.
But I have little faith now in Talk Talks word right know and these details have once again been forwarded to Trading Stardards, OFT and Ofcom.

So I ask that the bank charges that ive occurred are paid back to me and you compensate me for the hours and hours ive spent on the phone trying to sort your mess out for you.

I would ask that you have a major review of your direct debit procedures and have a stern word with all the people who have let me down at the South African call centre. I would also like in writing your assurance that the £30 connection fee and any other charges on my account have been credited.
I will forward the details of all bank charges once I obtain them from my bank.

Im sure you are shocked and appalled at this dismal display of customer service and I await you response in the next 14 days in writing. A courtesy call from someone would also be appreciated.

I was a customer of my last ISP for 6 years and would of still been with them had there poor customer service not made me leave. If this is sorted out to my satisfaction I would remain with Talk Talk but I never want a repeat of the above.

Several issues here.

The free connection being charged is an obvious one and one that's easily solved (you'd think, wouldn't you) by Talk Talk.

Not receiving a bill: are you sure you haven't got the online only billing option? The postal system was struggling early this year thanks to the weather however.

I am not sure of the billing arrangement that you have. There used to be a direct debit option for a fixed date. However that no longer exists, technically at least. The supplier can vary the date. Indeed the definition of direct debit is "unspecified amounts" on "unspecified dates".

You're meant to be informed in advance of the amount and date of a debit. However many suppliers now have terms which mean they don't have to notify you in any given timeframe which over-rides the so-called "direct debit guarantee". Why you were not notified at all remains a mystery.

Next, you say you're paid on the 20th which is why you arranged for the debit to be on the 20th. The decision on whether the bank pays the DD is based on the account balance at the end of the previous day. So if you don't have enough funds for the bill at the close of play on the 19th the direct debit will bounce.

Talk Talk are not obliged to reimburse your bank charges. This is yet another failing of the direct debit system and one of a long list of reasons why direct debit is a bad idea. You accept you are liable for the bank charges when you use the system. There is nothing in the "guarantee" to cover consequential loss due to error.

Finally, as if that wasn't bad enough, even if you agree that a supplier can debit your account to pay themselves, oddly enough YOU remain responsible for making sure the bills are paid. If they do not receive payment on time they can indeed cut you off, and you're in breach of contract even if it was their mistake.

What this all comes down to would seem to be the lack of bills to inform you of the amounts so you could take proactive action (amounts wrong, date wrong). If you are not presented with invoices, you cannot pay them!

The answer to this, as I seem to conlude many posts with, is that direct debit as a means of payment is either 1. a costly disaster waiting to happen or 2. a costly disaster which has happened - the latter, in your case.

I would abbreviate your letter to stick to the facts setting them out in date order. I would also call them, ask how much you owe and for what, work out what you do owe, and pay that via online/telephone banking now.

purplestar133

Talk Talk rep,

I had a new Talk Talk line installed in January. Since then I have been receiving voicemail messages for someone called 'Laura' (which is not me) from finance companies who ask her to call them back urgently.

My number has obviously been given to someone else as well as me and I am distressed to find that I am being contacted by people that this 'Laura' owes money to.

What can I do?

I have tried to register on the TalkTalk forums but get this message: 'Your Telephone Number / Account Number Combination Does Not Exist Or The Account Is No Longer Active. You Must Have An Account To Access This Site.'. I have triple checked that I have entered the right numbers.

Can you also tell me why the forum will not accept my numbers when registering?

Thank you.

Groovysi

This is a warning to anybody considering joining Talktalk.

I placed my order for talk home phone and broadband 4 weeks ago. Unfortunately I don't have a phone point in my house so had to place the order by phone and agree to pay a £59.99 connection fee.

Since then I have had to phone Talktalk every other day to find out whats happening. Initially I was given an install date of three day after the first phone call -which they missed. A fews day after I recieved a text telling me that my line was active and ready to use! I was then put on a 'priority' installation list and would be contacted with a date as very soon. I heard nothing from them and had to keep phoning up not that they could provide anymore info.

I decided to phone up and cancel the altogether on Monday as I still hadn't heard anything which was very frustrating. The agent I spoke to said that they could waive the £59.99 to compensate me for the poor service. Unfortunately she said she couldnt action it her end but said she would put a note on the file and transfer me to customer service. For the next 50minutes I spoke to six different people 2 were from their indian call centre and could not grasp what I was saying at all. Eventually I was informed that this couldnt be done until I recieve the bill?

I write this after getting off the phone to the new lines installation team and they have given me an install date of the 22nd of Feb! Seven weeks after the initial phone call.!!!!

If you are looking for a phone and broadband provider talktalk is cheap but will end up costing you most of your evenings and lunchtimes on the phone to their customer service dept.

PAY THE EXTRA FOR BT!!!!!!!!!

TalkTalk

Hi def,

I am sorry to hear about the problems you have had. I can see that Mark_In_Hampshire has responded to most of the points in your post

With regards to the Direct Debit you will have been allocated a specific bill date when your account was created. From the information you have provided the bills should come out on the 20th of each month but the date may vary if it does not land on a working day. We do however provide you the actual date of the extraction on your bill which is produced 14 days prior to this.

As Mark has suggested it may be that you are registered for online billing. You should be able to clarify this by calling our customer service line or posting on the TalkTalk members forum.

TalkTalk

Hi purplestar133,

It sounds like Laura has left TalkTalk and her number has been allocated to yourself when your new line was installed.

As with all providers there is a limited number of phone numbers available so when a number is no longer in use we do need to re-allocate these.

I would suggest to register for the Telephone Preference Service which should stop any unwanted marketing calls but it would not stop the Finance company calls.

If you explain that the number no longer relates to the person in question they should remove it from their systems.

With regards to the TalkTalk Members Forum if you complete the contact us form we should be able to help you resolve the registration issue.

Andrew

TalkTalk

Hi Groovysi,

I am sorry to hear about the delays you have experienced with your order.

The information you have been provided regarding the credit not being able to be applied yet is correct. At present we will have an order going through on our systems to install the telephone service. When the line is installed an account will be created on our systems for you and it is at this point that the credit can be applied.

When the account is created we will send you confirmation of your account details. Once you receive these you will be able to either contact customer service team or register on the TalkTalk members forum to ensure the credit is applied.

Thanks,

Andrew

Mark_In_Hampshire

TalkTalk_Company_Representative wrote: »

Hi def,

From the information you have provided the bills should come out on the 20th of each month but the date may vary if it does not land on a working day. We do however provide you the actual date of the extraction on your bill which is produced 14 days prior to this.

To quote
http://www.thesmartwaytopay.co.uk/did-you-know.asp

Will the payment always be on the same date every month?

Normally payments will be made on the same date each month, quarter or annually according to the payment frequency. If any payment due date falls at a weekend or on a bank holiday, the organisation is obliged to debit your account just after that due date unless they notify you in advance of a change of date.

That last bit - "unless they notify you in advance" - has been added since the so-called DD guarantee was first created; just another protection mechanism that has been removed from the DD system.

Talk Talk are not at fault for this practice. Customers are at fault for agreeing to the terms of this payment system.