Talk Talk Complaints

TalkTalk

Hi pinotmonster,

Im sorry to hear of the problems you encountered with your issue and that this required escalation to a CEO level before resolution.


Sanied - charis18uk - If you join the TalkTalk members forum we can investigate and resolve the issues you have encountered.

mark61120 - If the account holder consults the Code of Practice (grey links at the bottom of the TT website) this details the full complaints procedure. In the event you have had issues with Customer Services and UNable to join the forum then the Code of PRactice is the best course of action for this to be resolved.

Regards

Mark

irishminx

I am a customer of Talktalk. I would like to tell you about my terrible time with Talktalk. Last week on the 21st September i tried to make a phone call only to find that my phone line had been restricted. I contacted talktalk who told me that i had exceeded my call time allowance. I then made a payment to reduce the amount. I was told that my line would be connected in the next 24hrs. So i waited, and nothing happened. I contacted them again, and was told the same, just wait. Well i was very angry. i phoned back on Saturday and was PROMISED that my line would be connected before midnight but i should pay my bill like everybody else! My bill is not due for another 2 weeks! I woke up on Sunday and my line was still restricted, and so it goes on. I have phoned and emailed every day but nobody seems to be able to lift this restriction. They can all escalate it but not remove it. So today i asked to speak to a manager in the customer services. The girl on the line told me that i didn't need to speak with a manager because he wouldn't be able to help me, i asked again, please could i speak with a manager. The girl told me was i stupid? or did i just want to hear the managers voice because he couldn't and wouldn't help me! She put me on hold for 8 minutes and then came back on the line to tell me the manager didn't want to talk to me! At this point i was furious. I told her she should be ashamed of herself, that she was an ignorant person who obviously had no right to work in a customer services job if that's the way she treated the customers. So I am begging and pleading with anyone to help me Get this sorted out. i need my phone line and am paying talktalk line rental please sort this out asap!!

ste1985_2

I have been complaining to TalkTalk, and to be totally honest, if it was a case of just addressing the simple issues to begin with, it would have been fine however in 2 days, one of which spending from 9.05AM until 8.20pm, and then the following day, having to make OVER 100 phone calls, due to advisors dropping calls, and when asking from managers Knowingly hanging up, TRYING to follow the codes of practice and complaints procedure, after asking to speak to a manager OVER 50 times and still no further forward. I eventually managed to get it escalated to CEO level, and after proving Mis selling as they adised me that ALL of there call centres are UK based, when they ARE NOT!, they offered me out of my contract and £50 which i have turned down out of principal.

I have submitted a DPA request for all recorded calls and notes on system, so we can show how bad there service is... They have now issued me with "Deadlock" letter as i didn't accept there resolution, however at the same time, when i explained to the ceo office why im not accepting and what i would expect them to do.. in there words "we wouldn't even entertain the thought" Might i add, even if i gave you a contact number for someone in CEO office it would be a waste of time, as they put a voicemail on saying that they are out of office until further notice and to contact customer services!!" which again is misleading, and NOT TRUE, if i have to i will be taking my issues to court, as i believe not only have they broke DPA but also in Breach of there codes of practice, which i intend on proving!

ste1985_2

Sanied wrote: »

Hello People

I need a bit of advice

Last November i finally had enough of TT's poor customer service and informed them of my intention of moving to another provider.
I took up SKy's offer and had all the switched Phone by the start of December. Paid my last bill to TT and went on my merry way.... or so i thought.

TT have been hounding me ever since claiming that i was their customer, kinda like some spured lover who cannot accept the end of a relationship.

I recived a bil for dec, jan and feb, numerous phones calls to all parts of the world still did not end their harrassment. I even started sending registered letters to their head office... putting the whole thing i writing hoping that someone how speaks english as a first language will talk to me.
so this very weekend i received a letter from a debt collection agency demanding monies for services i didnt want nor desire. Does any one have any idea how i get rid of these vampires ??

Take them to court for Harrasment under section 3 of the harrasment act 1998, which if you can prove that they are harrasing you then you can win... There has been a lot of cases recently with different company's where the judge is ruling in the customers favour!!

Even there CEO office couldn't care less, at least not in my case anyways!

*** EVERYONE SHOULD COMPLAIN TO CEO LEVEL, GET THEM TO ISSUE DEADLOCK, AND TAKE EXTERNAL, THE MORE COMPLAINTS THAT GO AGAINST THERE QUARTERLY OFCOM FIGURES THE BETTER!! THEN THERES MORE CHANCE OF OFCOM INVESTIGATING THEM. DON'T JUST GIVE IN TO THEM!!***

ipswich448

TT featured in tonight’s Watchdog on BBC1:-

http://www.bbc.co.uk/blogs/watchdog/2010/09/talk_talk.html

I almost feel sorry for the spokesperson, not sure is she was real or just a dummy with a tape loop that kept repeating, we are sorry, it’s all due to the seven billing centres in Sardinia we got from Tiscali.
The good news is that the BBC are putting an e-mail address on the website, so you can send complaints direct to head office. So forget Em :kisses3:& Mark and the TT members forum.

Anyone want to start a sweepstake on how long it takes before the link is discontinued or forwarded to India?

whatajoke2

ste1985 wrote: »

Ieven if i gave you a contact number for someone in CEO office it would be a waste of time, as they put a voicemail on saying that they are out of office until further notice and to contact customer services!!"

Although I would NEVER recommend anyone going to talktalk, I find the high level complaints team to be good. They are kicked into even more action if you approach Charles Dunston, he finds what has happened totally unacceptable as well, as requests prompt resolution from them. Althouth the lines seem to be on answerphone, they do reply promptly, emails are answered, and things are resolved.

Only other call centre that is good is in Denver. With the rest of them you may as well forget it.

DS4215

Hello,

I'm going to buck the trend here and admit to being happy with my TalkTalk package, except for one small piddling little thing. When my account was set up it was with a DD date 6 days before I'm paid. With things being tight I've tried on several occasions to move my direct debit date back to just after payday. Just an easy little request that every other company will do over the phone in about 30 seconds.... except for TalkTalk. I've rung 3 or 4 times now and been told repeatedly that they won't change the DD date except for the one originally setup.

I didn't ask for that date. If I had been asked I'd have specified just after payday so I would have money there.

Anyone got any ideas how I can go about changing the DD date?

whatajoke2

DS4215 wrote: »

Anyone got any ideas how I can go about changing the DD date?

I don't know if the option of paying by credit card is still available, but thats how I pay. Means the date of the direct debit in the month is irrelevant.

Heinz

whatajoke2 wrote: »

I don't know if the option of paying by credit card is still available, but thats how I pay. Means the date of the direct debit in the month is irrelevant.

Don't Talk Talk charge a 'non-direct debit surcharge' of £3.50/month if you do that?

And I thought BT's £1.50 was a rip-off!

whatajoke2

Heinz wrote: »

Don't Talk Talk charge a 'non-direct debit surcharge' of £3.50/month if you do that?

And I thought BT's £1.50 was a rip-off!

I was tiscali and don't pay it.