Talk Talk Complaints

Ellidee

I am :mad: . Watching the X Factor - guess who's sponsoring them ? :mad:

System

During the years since I have been with talktalk, rarely do I contact them other than via the talktaklk forums where representatives are able to activate almost everything, from giving much needed explanations, activating changes to tariff, providing regional telephone numbers for those times when moving house means you have to use your mobile and consequently would be stuffed with 0870 numbers.

Just go to the appropriate section and ask for a talktalk rep to give advice. I've read some people's posts where they rant and rave, no doubt through justified frustration and I've read constructive posts with swift response, the choice is yours.

montymoomin

I have been a tiscali broadband customer for years, keeping my phone line with BT, with no real problems , I had been considering switching both to one provider to reduce costs for some time and was contacted by chance on 3rd August by Talk Talk offering a package, they asked if I would like to be sent information and confirmed my email address advising me they would send information, I regularly check my email and still have not received any information, however a few days later I received a letter from Talk Talk advising me that my telephone line would be changing to them on the 18th of August? I Tried to call Talk Talk three times on the day I received the letter each time getting through to someone who speaks poor English, and could not help me because I am apparently a Tiscali customer not a Talk Talk customer even though it was Talk Talk who called me? And worse still wouldn't speak to me because in order to apparently confirm my identification they wanted my bank account details!! Which I think understandably I did not want to give.
This all sounded so dodgy I wasn't sure who was trying to do what to my phone line, after trying again to speak to tiscali customer services unsuccessfully, fed up of being transferred to various departments and getting no help I called BT, who were great, spoke to someone who spoke English, didn't get transferred around the houses, and didn't have to give my bank account details to confirm who I am!
I explained to them what had happened, they blocked the transfer of my line rental to Talk Talk, and I received a letter from BT confirming this a few days later.
Believing that was the end of the saga I contacted BT with a view to transferring my Broadband to them (slightly more expensive than Talk Talk but worth it for better customer service!) my 18 month contract with Tiscali / Talk Talk had long expired so I couldn't see any problem. all was fine until I contacted Tiscali for my MAC code, apparently it wasn't Talk Talk who had contacted me at all, but Tiscali, and they advised me that during the phone call on 3rd of August they signed me up to an 18month contract for phone and broadband and that they would charge me £348 pounds to cancel the contract (a contract I did not agree to, and still have no information about!!) advising me that the contract had already taken effect and that my line and calls were already transferred to them, an out and out lie I discovered after then calling BT who advised they have not had a request to transfer my calls to another provider, and then again calling and being transferred around every Tiscali operator under the sun, so my calls and line are still with BT!
I have spent nearly six hours on the phone to Talk Talk and Tiscali today, and am getting nowhere!
Can anybody help?
Surely they can't charge me for a package I haven't even agreed to?

Ellidee

http://www.bbc.co.uk/news/uk-england-manchester-11048702 :mad:

kenk_2

I signed up with Talktalk in July and I wish I never had. I have never ever dealt with a company as inefficient and sly as they are. They are so unprofessional and there are so many departments and noone seems to know what the other is doing. I am pulling my hair out.

Basically, I used to be with Onetel, Talktalk took over Onetel some time ago, I was getting bills with Talktalk's letterhead. A few months ago, I decided to sign up for their broadband not realising that Talktalk Onetel and Talktalk were two different companies. TalkTalk took over my BT line. Luckily I found this out before my trial period ended and decided to cancel. I instructed BT to take over the line which they were due to take over on 31 August. Got a first bill from Talktalk which they were supposed to withdraw on 18 August.

I have just on the offchance rang BT to check on my line rental charge and BT is telling me that my order to take over the line from Talktalk has been cancelled. I didn't cancel it. I phoned Talktalk to find out what had happened. Customer services in India says my direct debit was rejected and because of that they cancelled my transfer to BT. I have no idea why my direct debit was rejected. The funds were there. I have never had a direct debit rejected before. What are they talking about? Are they allowed to cancel a transfer to another company with the customer's consent just becuase a direct debit has failed? Apparently they won't try to take the the direct debit again till the end of September. I made a payment with my debit card on the phone. Talktalk seems to be trying to keep me holding me on till after my trial period. They keep telling me that my contract began with them on 8th July - when I didn't go live till 23rd July.

I am at my wits end. I don't know who to contact to get this all sorted. I now don't have an order with BT and will have to reschedule. Talktalk should have disconnected my line today and I bet they will keep it running till 31st and charge me a disconnection fee. I will also now probably have to get a whole new number to go to BT.

I have now decided to take them to court. Does anyone know who I can write to. I am fed up of being moved about from one department to the next on the phone and spending so many hours listening to their music. All I wanted was to cancel during my trial period. It is so frustrating.

Please stay away from Talktalk. They are not worth the hassle. Pay a little extra with someone else.

BloomingWellFedUp

montymoomin wrote: »

I have spent nearly six hours on the phone to Talk Talk and Tiscali today, and am getting nowhere!
Can anybody help?
Surely they can't charge me for a package I haven't even agreed to?

I would write to

Gareth Gilmour
Customer Liaison Manager
TalkTalk Group
PO Box 344
Unit 19
Southampton
SO30 2NP

to email [EMAIL="clm@cpwplc.com"]clm@cpwplc.com[/EMAIL] FAO Gareth Gilmour Customer Liaison Manager

Head the email as "FORMAL COMPLAINT - OFCOM GENERAL CONDITIONS 14 CODES OF PRACTICE AND DISPUTE RESOLUTION - Breach Of Contract.

The full OFCOM regs can be found by googling either "cvogc18032010.pdf" or googling "Consolidated Version Of General Conditions as at 18 March 2010 (including annotations)"

Tiscali is now TalkTalk and all complaints go through the CEO (Chief Executives Office) High level complaints. There have been many issues on the TalkTalk forums with the Online Community Executives (OCEs) supposedly working to resolve complaints. What many do not know is that these OCEs all work from the CEO high level complaints office, and it seems that they are coralling complaints on the forums rather than dealing with them as Official complaints. I suspect that Talktalk representatives here are i fact the same chaps!

Odd how they don't poit you to the Talktalk complaints procedures, aint it!

There is an indication that you have been subject to Mis-selling and a breach of the Disatnce Selling Regulations.

Be very wary of accepting any phone calls from Talktalk and state in writing that only written communication should take place. They often stall via the CEO (Chief Executives Office) complaints team and then attempt to make you accept what they offer - which is always far less than you are entitled to. They also have a very nasty habit of telling you that you agreed to things which you never have. They also do not address issues that are wholly Talktalk's and try to blame the customer.

Sounds harsh - but when it comes to TT it's the only way! ... and I can back up every word - and it's with OFCOM and OTELO too.

Tell TT what you want - NO more claim of a contract that you have correctly and lawfuly told them to stick - and that in writing with an apology.

I would also lodge a complaint on Mis-selling with OFCOM. Thay can't investiagte but the complainst mount up and then OFCOM act.

Full details of OTELO the ombudsman can be found at the OTELO website

TalkTalk also say the following;

When dealing with our customers, we seek to follow the five principles that are central to The Carphone Warehouse, which are:

• If we don’t look after the customer, somebody else will.
• Nothing is gained by winning an argument but losing a customer.
• Always deliver what we promise. If in doubt, under-promise and over-deliver.
• Always treat customers as we ourselves would like to be treated.
• The reputation of the whole company is in the hands of every individual.

TalkTalk’s Code of Practice on Handling Complaints and Resolving Disputes for Domestic and Small Business Customers

Google This "TalkTalk’s Code of Practice on Handling Complaints and Resolving Disputes for Domestic and Small Business Customers"

Quote It at TalkTalk and ask them to resolve matters in five days or you go to OTELO.

Personally, and from long experience in dealing with TalkTalk, I would contact OTELO and start a full complaint straight away.

Also contact Consumer Direct who can fast track matters under the Disat6ance selling regulations to Trading Standards! - or track down your local Trading Standards and go to them direct!

mandybutt

Where can I go with this?

My mum sadly passed away on the 28 June 2010. With grieving and not living close to her it is now nearly 8 weeks since she died and I need to start cancelling the bills to her house, one of which is the telephone account with Talktalk. I telephoned talktalk on the 19 August (the only number I had was the one on the bill in front of me) 0808 108 0562 whereby I was told to telephone 0870 0878038 which went immediately on to the 4 options which they have. After being on hold for what felt like an eternity I finally got through to someone called Larissa. I explained I was telephoning to cancel an account as my mother had passed away and gave all the details required name, address, dob and account number, whereby Larissa informed she could not cancel the account without speaking to the account holder!!!

I informed her again that she had died, and asked how she would contact her? Larissa then told me that I would have to be passed through THEIR bereavement process which would take up to a week, and then TALKTALK would decide who to call back to discuss what was happening with the account?? I was really struggling at this point as all I was trying to do was cancel the telephone account.

I asked Larissa when people die is this usual practise and are people happy with having to go through THEIR bereavement process and she told me 'YES' they are very happy.

I asked to speak to the manager as I cannot see the point of paying for line rental and talk global anytime when the phone is not being used, she put me on hold and after waiting for 7 minutes on the phone and no one coming back to me I hung up.

No one has rang yet - should I cancel the direct debit - I dont know what to do? Talk talk are a complete and utter joke. My brother recommended 3 of his friends go to them but he certainly won't recommend any one else. They are incompetent and need retraining when dealing with relatives of people who have died.

Any advice would be greatly appreciated, thank you.

Mandy

BloomingWellFedUp

I would write to

Gareth Gilmour
Customer Liaison Manager
TalkTalk Group
PO Box 344
Unit 19
Southampton
SO30 2NP

to email [EMAIL="clm@cpwplc.com"]clm@cpwplc.com[/EMAIL] FAO Gareth Gilmour Customer Liaison Manager

TalkTalk

Hi All,

As there are a number of varied issues on this thread I cannot provide specific replies to each and every issues.

However for anyone experiencing problems with their services or account, experiences with customers service etc feel free to register on the TalkTalk Members Forum and we can investigate into any issues you may encounter.

As the forum allows a single point of reference for your issue you can ensure all information pertaining to the problem is contained within a single thread and available for future reference at any time. The Members Forum will provide support any issues faced with a TT services.

Further to this in the event customers do feel they wish to make an official complaint there is no direct number to the CEO's Office. WHen issues are raised to the CEO's Office agents give out direct numbers and act as a point of contact. There is no guarantee the number above will still be in use within the CEO's Office. The correct process for complaints can be found in the Code Of Practice, on the TalkTalk Website.

Regards

Mark

BlaiseinHampshire

Hello everyone. This is my first post. Just wanted to extend my sympathy to you all, and express my shock that this is STILL going on! I moved to TalkTalk from BT when they first offered home phone contracts - it was an absolutely terrible experience. In the end I had to threaten them with court action to get back the money owed to me. As for the last 'response' from the TT rep - shameful! Addresses absolutely nothing.