Talk Talk Complaints

NeverEnough

Dini, it is ABSOLUTELY NOT WORTH YOUR TIME AND ENERGY TO PHONE THESE CLOWNS AND CROOKS - if I were you, I would copy all the emails and correspondence and proof of the cancellation letter and WRITE to their complaints team (address on the home page, deeply hidden in the menu on the left, under Tand C or something like that) RECORDED DELIVERY keeping a full copy of it all and demanding that you are repaid what you are owed. You could also copy all the emails in one email to the watchdog tiscali / talktalk email address - its on their site, and to charles dunstone himself - I recall seeing his email address somewhere - it can't hurt!!
Keep a note of the date you sent the complaint and make sure you demand a "deadlock" letter from them as the dispute has been going on since July 2010. As its well over the 12 week deadline set by OTELO, give them about 7 days to respond to you, then contact OTELO and get a claim form from them, send them copies of your emails etc in one coherent letter and remember to claim for all your wasted money on premium line calls spent on hold for hours plus the line rental etc etc - I got around £500 back this way!! It helped reduce the annoyance!!!

OFCOM should also get to hear of it, even if they don't take up individual cases.

STOP phoning and emailing them, its a total waste of time and effort - they are nothing but a bunch of oxygen thieves and are utterly hateful, their Indian call centre seems to be modelled on the Fonejacker and employs arrogant semiliterates who don't speak English, such is TalkTalks disdain for the customers who have made Dunstone and his cronies into mega-millionaires.

Keep us updated!!!

PhylPho

NeverEnough wrote: »

>Keep a note of the date you sent the complaint and make sure you demand a "deadlock" letter from them as the dispute has been going on since July 2010. As its well over the 12 week deadline set by OTELO, give them about 7 days to respond to you, then contact OTELO and get a claim form from them, send them copies of your emails etc in one coherent letter and remember to claim for all your wasted money on premium line calls spent on hold for hours plus the line rental etc etc - I got around £500 back this way!!
Keep us updated!!!

Excellent, comprehensive advice. It's getting to the point now that posts of this kind of content ought to be pinned at the head of the thread. Many thanks, neverenough.

dini_2

Thanks for your replies and suggestions.
Well, that night I got a reply from Charles. (22.45 and calling me Mrs XXX, so I suspect it was automated)
Anyway, I have sent a letter to Ofcom and submitted an online complaint to OELO.
Today I had a missed call from Sean Kelly (high level complaints executive) and an email promising to look into it. He has also given me his direct phone number.
Anyone had dealings with him?
Should I get into it with him, or am I allowed once I have started an OELO complaint?

Crazy_B

Have these cowboys made an appearance on Watchdog yet? If not I think it's about time they did.

After spending so much money aqcuiring tiscali's clients, you would think that they would do their best to please them and keep the ones no longer under contract.

However, the service I have received and the fact that my modem now takes 15 mins or more to warm up and the speed significantly reduced has infuriated me greatly.

I cannot wait to cancel as soon as my Virgin line is set up.

Foxtrot Oscar Talk-Talk, your business will soon be in big trouble imo.

TalkTalk

Hi dini,

It would depend on whether Otelo have taken on the complaint. If they have taken on the complaint then you would normally be advised that we would need to wait for the outcome before carrying out any actions on your account.

If they have not taken on the complaint then you can talk to Sean Kelly (If you wish to give him the opportunity, Otelo usually do ask you do this first). If Sean is unable to resolve the issue to your satisfaction he can provide you with a deadlock letter which will mean Otelo can take on your complaint straight away.

Andrew

dini_2

Thanks for your input Andrew.

Well, I have had another call from Sean, but have not been in a position to call him back during office hours. Probably not going to be able to, due to the nature of my job.
I have on the other hand had a day of calls from the collections department. My phone showed 6 missed calls from a number I didnt recognise. No message left. I googled it and it came up as Talktalk.
I then finally had a message left, from a lady with what sounded like an american accent, (Overseas call centre?) wanting to discuss my overdue account.
I emailed Sean back with this:

"Thank you for your attempts to call me.
Due to the nature of my work, I find it difficult to make personal calls during the day, so email is better for me.
I have had a number of hang up calls from Talk Talk in the last couple of days, (no message left but I googled the number)-I presume this is more chasing for the alleged outstanding debt.
I think my email was fairly clear.
What I would like is repayment of the 2yrs line rental, and some communication between the various departments as to termination of contracts, in particular mine.
I have sent a hard copy of the email with a covering letter to Ofcom detailing the poor service and bill harassment. I have also lodged a complaint with Otelo, as I have had no sense whatsoever from Talktalk since February (attempt to reclaim line rental) and then July (attempt to leave TalkTalk)"

I will see what happens there.
I have not had a reply from Otelo. I did the online complaint form and was told it could take up to 20 days!

I am so exasperated.....
I dont understand how I can be chased for an overdue account, when I have been assured by so many people that my account is closed.:(

anotherbaldrick

Dini.
In the recent adjudication on the complaints case against Talk Talk the inspector instructed Talk Talk to immediately cease harassing people who they were falsly claiming owed them money. If Talk Talk are blatantly ignoring this direction from the regulator they are heading for a very big slapping . Keep pushing the correpondence through to all parties and keep the pressure on .

madfrenchgirl

Ok, How about this?

We are finally coming off our TalkTalk contract and cannot wait to transfer somewhere else. When things were wroking, ti was fine but the blooming connection would drop from every hour to as bad as every 5 minutes every month for a week.

We mainly have broadband so I can work from home 2 days a week or whenever my job allows me to. The connection is a joke. Customer services are very difficult to understand and cannot be bothered to pronounce my name properly. I even had a 45 minute painful convo with one of them while her supervisor was shouting in the background which did my head in. Do not get me started on their on hold music (sh*t like Bonnie Tyler, Bros and Scouting for Girls should only be used for the purpose of torture).

We've had the stupidest sugestions from them: we replaced all the microfilters in the house, we replaced the router, we plugged the router in the main phone socket. We even got told our phone plugs were not "standard" and when we explained that we had rewired the phone plugs 4 years prior, they hang up on us forcing us to go through the whole 45 minutes waiting queue. We keep on being asked if our phone line is working properly (which it is).

Last time we threatened them with leaving (as they had let the fault run for more than 10 days without giving us the promised callback), they replied that they needed to send an engineer round our house to check if the fault was with us and if it were, at the tune of £70.

I want to make on thing clear and simple for the record: we used to be with Madasafish prior to TalkTalk and WE NEVER HAD ANY PROBLEMS BEFORE SWITCHING OVER TO THEM.

Now, here comes the kick in the teeth...

We were told by Orange Broadband we would have to get our line rental with the Post Office to switch our number back to the BT infrastructure. After calling the Post Office, it was confirmed that we would have to pay £110 for a reconnection fee.
I also called Primus Home Phone Saver and they quoted that they would have to get BT around my house and physically connect a new line for £69 before I could do anything else.

Is there a way round this?

No need to say, it is painful enough to have to deal with crooks such as TalkTalk where we paid for a service that was not FULLY delivered but having to pay nearly 6 months worth of phone line rental and broadband to be able to leave them is a joke! Makes you wonder what OFCOM is doing.

Crazy_B

Just rang up to settle my bill and the first time I rang the automated system asked me for my phone number twice, even after I entered it correctly the first time and then put me in an infinite loop of non-interruptible options so I had to hang up...

So I called back and again enetered my number twice, the options worked this time and I was put through to a TT representative. He proceeded tpo ask me my phone number and I toldhim I had just entered it 4 times.

Apparently they can't see what I entered so what is the point of me entering it. I'll tell you why, because it racks up more phone call time and more money for Talk-Talk.

If anyone is reading this and is still with Takl-Talk, you MUST switch now to save your own sanity.

verntern

Crazy_B wrote: »

Just rang up to settle my bill and the first time I rang the automated system asked me for my phone number twice, even after I entered it correctly the first time and then put me in an infinite loop of non-interruptible options so I had to hang up...

So I called back and again enetered my number twice, the options worked this time and I was put through to a TT representative. He proceeded tpo ask me my phone number and I toldhim I had just entered it 4 times.

Apparently they can't see what I entered so what is the point of me entering it. I'll tell you why, because it racks up more phone call time and more money for Talk-Talk.

If anyone is reading this and is still with Takl-Talk, you MUST switch now to save your own sanity.

I thought that calls to TalkTalk Customer Services were free if you are a customer? I believe if you settle your bill by Direct Debit then there is no additional cost and therefore no need to phone them to pay.