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Talk Talk Complaints

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  • needanewjob
    needanewjob Posts: 198 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    edited 24 August 2010 at 4:35PM
    Just had a chat with someone called Anthony in 'Options Team' about ending my contract. This is after reading about their price increase in October (he didn't know what I was talking about) and throwing their T & C's at them regarding no. 9.16 and 15.1. He said he would hold my payments as they are now, to which I said I wanted to leave. Then he said I'd be perfectly entitled to leave because of the price incease mid contract. All I have to do is ring back 1st Oct. Can it be that straightforward????
    I would really like to hear what the company rep has to say.
    Oh and do I have to wait till 1st Oct?
  • Hi needanewjob

    I don't think it will be that straight forward for you!!!

    If a person has died and they won't cancel a contract, I really don't see how they will cancel it when you are alive. I wish you the best of luck.

    I am still waiting to hear from them by the way.

    Regards Mandy
  • Katgrit
    Katgrit Posts: 555 Forumite
    Part of the Furniture Combo Breaker
    Just had a chat with someone called Anthony in 'Options Team' about ending my contract. This is after reading about their price increase in October (he didn't know what I was talking about) and throwing their T & C's at them regarding no. 9.16 and 15.1. He said he would hold my payments as they are now, to which I said I wanted to leave. Then he said I'd be perfectly entitled to leave because of the price incease mid contract. All I have to do is ring back 1st Oct. Can it be that straightforward????
    I would really like to hear what the company rep has to say.
    Oh and do I have to wait till 1st Oct?

    Nope, you need to do it within 10 days of being notified as it says in either 9.16 or 15.1. I asked if the call was being recorded, got it confirmed that it would be without charge and then said I would notify them in writing. They informed me that I would be cut off as from 31st Sept which is fine by me. I have sent the same written confirmation letter to all three different address I could find for Talktalk, all signed delivery. I dont trust them as far as I could throw them so I'd rather do it to the letter of the law.
  • 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

    So Gratifying to see that TalkTalk employees, who work in the Chief Executives Office (CEO) High Level Complaints team are advising people to use the TalkTalk Complaints Procedures - as agreed by OFCOM - and not just the TalkTalk (Beta) Members Forums which TalkTalk itself agrees is not an Official or recognised channel to resolve complaints under OFCOM General Condition 14.

    Even Links To It!

    Wonders Will Never Cease! :rotfl:

    Mark - Emma - and the whole gang seem to haunt so many odd venues across the net!

    ... and "Mark" you do look cute with that fetching hair do that Emma normaly only wears! So glad to see that TT is an equal opportunity employer and is so positive about Cyber Transvestism! :rotfl:


    ... and Mark - you should remember that Em (Emma) always offers a Kiss.

    TTFN

    XXXXXXXXXXX
  • Just had a chat with someone called Anthony in 'Options Team' about ending my contract. This is after reading about their price increase in October (he didn't know what I was talking about) and throwing their T & C's at them regarding no. 9.16 and 15.1. He said he would hold my payments as they are now, to which I said I wanted to leave. Then he said I'd be perfectly entitled to leave because of the price incease mid contract. All I have to do is ring back 1st Oct. Can it be that straightforward????
    I would really like to hear what the company rep has to say.
    Oh and do I have to wait till 1st Oct?

    NO YOU DON'Tt have to wait until 01 October - and if you have been advised of such By a TalkTalk employee it is mis-selling.

    Write to TalkTalk either by Wet Ink On Paper or by Email advising them that as they have breeched the terms and conditions of contract under 9.16 and 15.1 you exercise your rights to terminate contact without prejudice and transfer to another provider.

    Send your communication 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


    Require a return receipt.


    Also cc any email to another email address you have access to - this is the equivalent of Recorded Delivery. If it leaves your computer system and there is no Delivery failure Notice issued by TalkTalk (Carphone Warehouse Ltd) any court in the land will accept that you have sent and TalkTalk have received a legal notice issued by you to them!

    Should TalklTalk fail to follow it - well.... the court will take the dimmest of views!

    So will OFCOM - OTELO - Trading Standards... in fact anyone who deals in consumer law and protection.

    Do not delay until 01 October. Notice of termination of contract can be issued at any time after the change of contract has been notified and before any change has occurred!

    I am sure that any OCE/CEO from TalkTalk will agree with the above - unless of course they wish to quote relevant Consumer law to rebut it!

    Please do quote legislation - section and year - case law reference - and any other assorted tit bits that apply!

    ;)
  • Many thanks BloomingWellFedUp,
    I have just written up another letter, and will be posting recorded delivery to the four different addresses I have been given for TalkTalk/ Tiscali.
    along with a template letter from Consumer Direct, who sent me an email with some interesting information:
    "
    Thank you for your email of 22nd August, your case is logged under the reference number WA *********.

    Thank you for contacting Consumer Direct. I am sorry to hear of the problems you have been experiencing with Talk Talk.

    Under The Consumer Protection Distance Selling Regulations 2000 this allows the consumer 7 working days to cancel the contract from the day after the service contract was agreed. If the trader did not provide written cancellation rights then the cooling off period extends to 3 months and 7 days. Cancellation should be in writing, or another durable form, and is taken to be effective from posting.

    At this stage, I would suggest that you send a recorded delivery letter (keep a copy) referring to this legislation cancelling the contract to argue that no terms and conditions of the contract have been received and therefore the cooling of period is now 3 month and 7 days requesting written confirmation that the contract be cancelled without charge.
    If the letter does not prove successful then contact Consumer Direct again. "

    I have still received no written information regarding the 'contract' that TalkTalk say I have with them! An have certainly not received written cancellation rights advising of a cooling off period!

    So hopefully I will get some form of response soon

    Thanks again
  • mobile48
    mobile48 Posts: 745 Forumite
    edited 26 August 2010 at 5:55AM
    NO YOU DON'Tt have to wait until 01 October - and if you have been advised of such By a TalkTalk employee it is mis-selling.

    Write to TalkTalk either by Wet Ink On Paper or by Email advising them that as they have breeched the terms and conditions of contract under 9.16 and 15.1 you exercise your rights to terminate contact without prejudice and transfer to another provider.
    ;)


    Asking if they would like to cancel any outstanding balance on the account as compensation for incorrect information I have been told on the phone has worked for me in different situations with other companies in other industries. The companies have cancelled the balance.

    I take the view under unfair trading laws a company cannot misrepresent what they sell and it is the companies responsibility to ensure this does not happen - for example by staff training or pre-recorded messages about your rights when you call. It is not my responsibility to ensure this does not happen. It is not up to me to argue on a phone about it. It is not up to me as a customer to train staff about what a company is selling. Therefore if I suspect what I am being told is wrong during a call I always tell them I disagree and think they are wrong and ask then to repeat it to make sure it not a mistake. I then ask for the manager to confirm it also. At this point I end the call and the matter is dealt with in writing.

    P.S. I do not use the words without prejudice in notices of termination. I understand this is intended for settlement offers you do not want produced in court - so you can claim more if it goes to court. A termination letter is an important letter I would want to be able to produce in court if necessary. Any request to cancel the outstanding balance can be made without prejudice as this means you may later claim more if the dispute remains unsettled - however were I to do to this I would send it as a separate letter.
  • I am livid with this company, i never signed up to talk talk i was originaly a Tiscali customer and since Talk Talk have taken over i have had nothing but problems but this months tops it all. I went online last night to pay my bill to notice the price had risen by £10 a bit miffed i called the billing department only to be told i had agreed to a new contract and a new price plan, well I haven't agreed and then ended up sitting on the phone for over an hour whilst i was transferred from person to person. I then went on to ask about a canncelation as they had breached my terms of use and was told i would have to pay the full 18 month contract to which i havent signed up to and have no proof or documentation that i am on. Ive tried every which way to TALK to someone higher and it isnt possible so ive had to settle to sending a complaint from which i can gather will just be ignored how can i get out of this so called contract and away from Talk Talk i have spoken to Sky and they are happy to take on the line but i refuse to pay for a full 18 months when i never agreed to it in the 1st place any help would be great
  • BloomingWellFedUp

    Thanks for the info. Yesterday I sent an e mail to the person you suggested using info off here and altering a template letter off here:

    http://www.bitterwallet.com/want-to-cancel-your-t-mobile-contract-heres-how-to-do-it/18286

    Anyway, about 2 hours later I receive a call off a lady from this office, unfortunately I couldn't speak to her due to data protection (husband's account), so arranged to take a call for this afternoon. Mentally preparing myself as I type...

    Wish me luck.:eek:
  • DVardysShadow
    DVardysShadow Posts: 18,949 Forumite
    smanfa wrote: »
    I am livid with this company, i never signed up to talk talk i was originaly a Tiscali customer and since Talk Talk have taken over i have had nothing but problems but this months tops it all. I went online last night to pay my bill to notice the price had risen by £10 a bit miffed i called the billing department only to be told i had agreed to a new contract and a new price plan, well I haven't agreed and then ended up sitting on the phone for over an hour whilst i was transferred from person to person. I then went on to ask about a canncelation as they had breached my terms of use and was told i would have to pay the full 18 month contract to which i havent signed up to and have no proof or documentation that i am on. Ive tried every which way to TALK to someone higher and it isnt possible so ive had to settle to sending a complaint from which i can gather will just be ignored how can i get out of this so called contract and away from Talk Talk i have spoken to Sky and they are happy to take on the line but i refuse to pay for a full 18 months when i never agreed to it in the 1st place any help would be great
    Don't talk to them. Write and tell them that the contract is cancelled and that the contract was never renewed
    Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam
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