Talk Talk Complaints

mutley74

Been a Talk Talk customer for several years. apart from various problems in between i all was okay until October. Since my online "my account" has been removed and i cant access my online calling charges, bills etc. Told TT for weeks now and nothing seems to be getting done, each time different excuse and passed to different dept. Abs useless company.

Chieveley

Have any previous Tiscali customers tried to update their bank details to prevent the £1 monthly cc fee to be charged by Talk Talk and suceeded? I have been trying daily for the last week only to find my account "still being moved" I managed to do so this am only to realise that the payment date has moved forward by 3 days so they will charge me - I guess given their history I would spend more than the £1 trying to voice my concerns.

dini_2

Well, following on from my post #507 of 16th Dec, I didn't get a breakdown of how Sean Kelly came to
my refund amount of £219.
I had an email shortly after that saying I would get the refund but the refund info ended half way through a
sentence so I didn't know whether it would be a cheque or a bank credit or when to expect it.

The email ended with a big apology for poor service received and told me the complaint was now closed.
I replied saying it was a bit vague and that I still had not received a breakdown.

Today I had a bank credit for £219 and a few pence..
Result!
Ok, I had asked for £311, but if they hadn't messed me around with the ridiculous nonsense
from their billing department I wouldn't have bothered looking for that overpaid line rental at all, but they made me mad!
I just wanted the bills and the collections dept hounding to stop.

For those of you who are still beating your head against a brick wall with the joke that is Customer
Services, I recommend emailing Charles Dunstone, CEO. His emails get forwarded to (in my case anyway) Sean Kelly.

mongoose2

as an addendun to my #499 the TT rep got back to me when I added this complaint to their Forum. She confirmed all o/s charges had been cancelled and the contract would be terminated from the 9/12/2010. Wow I thought!!!
However 16/12 I recieve a further bill including £3.50 for manual payment and 1.45 for the privilege of a paper bill.

All I need is the bailiffs for a full house.

Otelo is next.

Barry

PhylPho

mongoose2 wrote: »

All I need is the bailiffs for a full house.

Be careful what you wish for.

erosanne

I have been dealing with Talk Talk on behalf of my father, who is hard of hearing. He was originally a Tiscali customer, who has been transferred to Talk Talk. His phone line was damaged in late November, and it took over a week to get this reconnected. All of this time, he was without phone line or broadband and was still paying for their service.
Also his broadband has always been intermittent, and since December, has been virtually non-existant (with no access whatsoever over Christmas).
Because of his deafness, he stands little to no chance of being able to communicate successfully over the phone with a call-centre in India. After numerous phone calls and trouble-shooting by both me and him, Talk Talk FINALLY admitted that it was a problem with their service, but have offered no solution to the problem or compensation.
I rang (again) this morning, having called on his behalf several times over the last few weeks. This morning I was told they could only speak to my father, despite the fact I have communicated with them several times only recently on his behalf. I can't go to my dad's house every time I need to call on his behalf, so we have finally given up and admitted defeat with them as we were getting nowhere. (The phone calls and backwards/forwards has been going on for months now).
My dad has now signed up with Plusnet. I've no idea if their service will be any better, but at least in the event that he has any problems he will actually be able to communicate with them as their call-centre is based in Yorkshire.
This experience with Talk Talk on my father's behalf has been sufficient to put me off them, and I will probably transfer my own broadband service away. I'll wait and see how he gets on with Plusnet first.
We will be complaining via Ofcom in an attempt to get a refund from Talk Talk for the service he has paid for but has not received. We have a detailed list of all the problems and phone calls we have had with them, which is beyond a joke. In our experience, there is no point complaining directly to Talk Talk, you will just go around in circles getting nowhere.
Our main complaint with the customer service (aside from their unwillingness to accept responsibility for the problem with broadband which has been their fault all along) is their lack of ability to provide a means of communication with the hearing-impaired. They were willing to speak to me on his behalf until today, and then suddenly changed their policy, which they then denied!
I would not touch their service again with a barge poll. Be warned!

anotherbaldrick

Correct me if I am wrong but is not "Failure to provide adequate adequate contact facilities for the hard of hearing " an offence under the Disability and Equality Act 2010 :- right of access to services

contact http://www.equalityhumanrights.com/about-us/the-commissioners/disability-committee/

NeverEnough

Erosanne, TalkTalk have to be one of the very worst companies ever - they really couldn't care less about anything or anyone other than gathering up as much money as possible from their victims and then ignoring them or intimidating them in response.

Firstly, don't waste your time with trying to phone them or try their stupid forum - it will get you nowhere, as you have found out.
Put your complaint in writing, keep copies of all letters you send, and send the letter by Recorded Delivery. Send it to their Customer Complaints Team - the address is buried on the website somewhere.

Then once the eight week timescale is up , send your complaint on to OTELO and set out a claim for lost time without broadband, reasonable charges for phone calls, letters etc. Don't be nervous to claim - I received £500 for the nightmare they put me through!
Also point out of course, as someone else has said, that they are breaking the law by not allowing your father access to communication facilities for deaf / hard of hearing people.

I would also email the Watchdog address with your complaint - they set up a special email address as there were zillions of complaints about these clowns.

I also moved to Plusnet and have had excellent service - including a house move. At least their call centre isn't based in some farflung land where no-one actually speaks English or knows anything about what you are talking about.

Good Luck and keep up posted!!!

Annbev

Hi, I'm a new member to the forum and after reading the previous posts regarding TalkTalk this all sounds very familiar to my experiences. I sent a complaint to the head office address by recorded delivery in October, I have proof that this was received, but had no acknowledgement. I contacted TalkTalk via the email link on the complaints page and had an answer explaining that they had not received my letter but if I attached it to the email it would be dealt with. I did this, but heard nothing so I have proceeded to email every couple of weeks again with no reply. I have spoken to customer services on numerous occasions who tell me TalkTalk don't have a complaints department! It's very frustrating and although my problem was resolved after so much hassle, I feel that I have a real problem subscribing to a company who don't even bother to reply to a customers complaint. Could the TalkTalk representative please respond.

suesiq

After months and months of complaining to talk talk about not closing my account and continuing to bill me, and emailing the Watchdog website, and emailing the CEO directly - I gave in and used Otelo. They duly found in my favour and gave a resolution, including compensation money to be paid to Talk Talk on 6 November. They had 28 days to comply. Guess what - not a word out of them. All Otelo say is that they will chase for a resolution but they cannot enforce their decisions. What use is an ombudsman who has no way of enforcement? Even their own staff member told me I would have been better off going through civil court ! Forget trying to resolve through TalkTalk complaints or Otelo and go direct through small claims court yourself. At least you have the law behind you which is more than can be said for the ombudsman!