Talk Talk Complaints

futurepilot

I'm reading the above posts with a growing sense of dread.

I requested to cancel my account in October as I was moving away for a new job and taking up temporary residence. I returned to my home a week later to find that TalkTalk hadn't cancelled my account after all and all of my services were still working. I rang again and this time they cancelled it.

I still have the property I vacated and have renovated it for letting so have been going back quite often and much of my post still went there. I returned the set-top box as requested and didn't think anything of it.

Having moved away, changed jobs and had a personal crisis I failed to get online (to which I had no access for a while anyway) and check my final bill.

In december when things had settled down I was horrified to discover I was overdrawn in my bank and that TalkTalk had taken £512 from my account by direct debit. I checked the final bill to find they charged this as an early cancellation fee of £438 plus VAT (I had been with tiscali/Talk Talk for 2 and a half years by this time).

I rang Customer services and they acknowledged their error and told me a refund would be arranged within ten working days. With Christmas in the way I gave them a few days grace and rang on the 5th January to find out why I had no refund. I was told it had been rejected as I hadn't given my new address. I still had the old address anyway and no-one had rung me to try to find my new address, they just rejected it and dropped the matter. I asked for it to be sorted out and was told it would be done so within seven calender days.

On the 10th I decided to check up on them and found that they had not even processed my second enquiry and that they were transitioning to the new finance system and nothing can start until the 20th January. I did my best to remain calm and pointed out the cost of the high rate phone call (on my mobile as I have no landline) and that the bank was charging for going overdrawn. I was put through to a manager who advised refunds normally take 28 days (not ten working or seven calender as two different operatives had told me) but she apologised and that I would be treated as a priority but she couldn't garuntee how long it would take. I asked for an e-mail update within 24 hours and she confirmed my email address and said this would happen.

Needless to say I have no e-mail from them. I have written a complaint through their online contact us page but really cannot go 28 days longer without this £512. This assumes they do actually arrange my refund this time but reading above posts I'm not so positive about that.

I know that it was my error in not reading my final bill before they took my money but I suspect this post would be about debt collection had I made an attempt to stop them taking my money in the first place.

I guess I'm writing this to try and feel better and to warn others to be careful with this company but if anyone has any suggestions then I'd like to know them. The ombudsman website says you should only contact them if the issue is not resolved after 8 weeks and I really can't wait that long for money I see as being stolen from me.

Antispam

Congratulations Talk Talk well deserved accolade

• They're rude, aggressive and even tell lies
• Charge for services they've NOT supplied
• Don't EVER return your calls
• Harass you for money that you DON'T owe

TalkTalk is the winner of our Wooden Spoon award for !providing the worst customer service in 2010.




TalkTalk is the winner of our Wooden Spoon award for !providing the worst customer service in 2010.
The phone and internet company received 28 per cent of all your votes, !narrowly beating Spanish-owned bank Santander. In third place was bungling tax collector HM Revenue & Customs.


Thousands of you voted by post and in our online poll at !thisismoney.co.uk.

PhylPho

The results of this poll were of great interest to TalkTalk's CEO but he wasn't able to get all the details because his Internet service went down and won't come back (and now his telephone connection has been mysteriously severed.)

It's such a shame when an outfit like TalkTalk invests so much of other people's money and other people's time in winning an award like this, yet isn't able to see this celebration of its triumph.

But perhaps the TalkTalk rep on MSE can make a note of it and send it via Special Delivery to the CEO's office.

Note to rep: any other form of communication with TalkTalk isn't recommended.

bloss0m

Talk talk should be avoided at all cost if you want a reliable service and when things go wrong as they do with any company, its how you get treated and the problem reserved as quickly as possible

Shame talk talk dont address complaint quicklys, I shall never use them again

PhylPho wrote: »

T

Note to rep: any other form of communication with TalkTalk isn't recommended.

Mark_In_Hampshire

futurepilot wrote: »

In december when things had settled down I was horrified to discover I was overdrawn in my bank and that TalkTalk had taken £512 from my account by direct debit. I checked the final bill to find they charged this as an early cancellation fee of £438 plus VAT (I had been with tiscali/Talk Talk for 2 and a half years by this time).

futurepilot wrote: »

Needless to say I have no e-mail from them. I have written a complaint through their online contact us page but really cannot go 28 days longer without this £512. This assumes they do actually arrange my refund this time but reading above posts I'm not so positive about that.

Very simple:

1. Ring your bank and have them reverse the Direct Debit. The money should be back in your account by end tomorrow. The Bank is required to do this, so don't be fobbed off.

Normally you can't reverse a direct debit like this without breaching your contract with the supplier, but in this case, I'd go ahead and do it.

Also instruct the Bank to cancel the Direct Debit mandate, which you should really have done yourself earlier.

Make sure you check your Online Banking regularly - if the DD mandate is set up again, cancel it again. If you check daily, you should be able to catch it before more money is debited.

2. Write to (do not phone) Talk Talk - recorded delivery - and let them know what you've done. Ask for a correct final bill which you will pay by Bank Transfer when you receive it and verify it's correct.

3. Assuming you eventually get that bill, check it over carefully and make the final payment of whatever is actually due.

4. If you do not receive a bill or a response within a reasonable time, say 30 days, pay what you *think* you owe, write to them once more - by recorded delivery - stating what you have done and that you consider the matter closed.

gwenj

Hi

We have had nothing but problems with Talk Talk. What makes it worse id that we shouldn't even be with them. Several years ago I called them to enquire about their calling packages, the idea being we would be billed for our calls by talk talk because they were cheaper. as well as signing us up for a calling package they switched our line rental over to them without our consent. We didn't notice until months later and thought oh well we'll just leave it like that. Big mistake, several months ago our phone went down, I called talk talk and couldn't believe what they said. They told me that they couldn't fix the phone as they had no record of the number on their system. Absolutely ridiculous. That got sorted out eventually but the agents are very unhelpful robots who don't know what to do when they have to deviate from their scripted responses. But wait there's more. We are moving house on Saturday and being a person who likes to be organised I called them to put in a home move order on 16th Dec 2011. I wanted to arrange the house move to coincide with the telephone service provision at the new address to ensure continuity of service. I explained it was very important as I need phone and internet access all the time for various reasons. They said the earliest they could give me was an appointment to provide service on Monday 17th Jan 2011 it was a bit further away than I would have liked but it had to do so i placed the order. I then went on to arrange a move in date for the new house of 15th Jan 2010. Nice and organised, or so I thought. The move is this Saturday so U called Talk Talk this Monday past 10th Jan 2010 to enquire about my new number only to be told that they had no record of my home move order. I had to go through the whole process again and have been given an installation date of 3rd feb 2011. I will be without service for more than 2 weeks which is unacceptable especially having gone to the trouble of arranging the house move based on Talk Talk's date. I have been on to them several times trying to expedite things only to be treated with contempt. This afternoon I was put on hold and told a manager would be with me in a moment, the music on hold changed to an automated satisfaction survey which I completed whilst waiting for my call to be taken. i never got through to the manager after waiting for ages because at the end of the survey they cut me off. Never ever get involved with this lot, they are incompetent muppets.

gwenj

Hi

We have had nothing but problems with Talk Talk. What makes it worse id that we shouldn't even be with them. Several years ago I called them to enquire about their calling packages, the idea being we would be billed for our calls by talk talk because they were cheaper. as well as signing us up for a calling package they switched our line rental over to them without our consent. We didn't notice until months later and thought oh well we'll just leave it like that. Big mistake, several months ago our phone went down, I called talk talk and couldn't believe what they said. They told me that they couldn't fix the phone as they had no record of the number on their system. Absolutely ridiculous. That got sorted out eventually but the agents are very unhelpful robots who don't know what to do when they have to deviate from their scripted responses. But wait there's more. We are moving house on Saturday and being a person who likes to be organised I called them to put in a home move order on 16th Dec 2011. I wanted to arrange the house move to coincide with the telephone service provision at the new address to ensure continuity of service. I explained it was very important as I need phone and internet access all the time for various reasons. They said the earliest they could give me was an appointment to provide service on Monday 17th Jan 2011 it was a bit further away than I would have liked but it had to do so i placed the order. I then went on to arrange a move in date for the new house of 15th Jan 2010. Nice and organised, or so I thought. The move is this Saturday so U called Talk Talk this Monday past 10th Jan 2010 to enquire about my new number only to be told that they had no record of my home move order. I had to go through the whole process again and have been given an installation date of 3rd feb 2011. I will be without service for more than 2 weeks which is unacceptable especially having gone to the trouble of arranging the house move based on Talk Talk's date. I have been on to them several times trying to expedite things only to be treated with contempt. This afternoon I was put on hold and told a manager would be with me in a moment, the music on hold changed to an automated satisfaction survey which I completed whilst waiting for my call to be taken. i never got through to the manager after waiting for ages because at the end of the survey they cut me off. Never ever get involved with this lot, they are incompetent muppets.

upgrades

hi

receiving my mac code tomoro from sky, currently paying £17 for 8mb(receiving 3mb tops) was paying £10 pm b4 xmas.

was checking sites with broadband deals ended up at talk talk webpage and their estimation was i'd get 9.8mb speed where as bt say 2.5 estimate.

i phoned up talk talk to enquire about the estimation and they say is true that i will get 9.8 meg, so i ask why bt could only guarentee 2.5 and sky 3mb.

she told me the others cap it so i dont get the speed while they dont and other providers routers run at 75% while theirs runs at 100% couldnt believe my ears, i obviously said that was nonsense but she said that is what she's been told.


regards

sorry i wanted this in broadband section , i searched talk talk and this was the thread that came up

Pete_the_trucker

john48 wrote: »

Hi, We tried writing to head office as above &copied it to Mr C.Dunstone (CEO)
Carphone Warehouse,
North Acton Business Park,
Wales Farm Road,
London, W3 6RS.

Wish you luck!!

Thanks for the address john48. I've had probs contacting talktalk too. I'll try your route. They seem reluctant to talktalk to their customers.

mutley74

Pete_the_trucker wrote: »

Thanks for the address john48. I've had probs contacting talktalk too. I'll try your route. They seem reluctant to talktalk to their customers.

Is the addresses this Mr Dunston:p

http://www.youtube.com/watch?v=4DLwYtsG_5A