Talk Talk Complaints

bod1467

For everyone having problems with TalkTalk, this is probably your only way to save your sanity ...

http://www.talktalkmembers.com/forums/forumdisplay.php?f=45

DawnF

As if moving house isn't stressful enough!

I had to lose my phone number to continue with talk talk who then started me on a new 12 month contract.

I then spent practically all day the day after I moved (and 6 phone calls to talk talk) trying to get broadband connected without any success!

The day after that I rang up and asked how much it was to cancel and they said I was in the 30 day cooling off period and wouldn't be charged anything apart from the service charges for the current period. I therefore asked for the account to be cancelled, I also sent a letter to confirm.

A week later I hadn't heard anything so I've rang to confirm the cancellation only to be told it hasn't been actioned! They will arrange for it to be done but I will have to fork out a disconnection fee for the original contract that was closed before I moved house.

Does anyone else think this is unfair?

The original contract had been cancelled before I moved and I spoke to someone who confirmed there would not be any charges when I wanted to cancel the new contract (something which might have affected my choice to move in the first place!).

One things for certain, once this is all sorted out I won't be going anywhere near talk talk again! :mad:

huckersdh

I am really sorry that this is so long, but it has made me feel much better to write it all down and get it off my chest....and in the meantime, forward to as many people as possible, so they know what they are letting themselves in for, if they are thinking about signing up to TalkTalk! :mad:
I give up.............with Talk Talk Complaint
I cannot express my anger, frustration and disbelief strongly enough about this company over the last 4 weeks. I have spoken to at least 7 or 8 of their ‘customer services’, ‘new lines’ etc., operatives who are quite happy to blatantly lie to you, not listen to a word you say if it doesn’t fit into their ‘prescribed responses’ and one who ‘terminated the conversation’ insisting that I couldn’t speak to a supervisor unless I rang back! They are an absolute disgrace and should not be allowed to trade on the basis that they breach their own contracts as they begin to draw breath to answer your call!
13th May 2011
Account no 2100131407 – My telephone number 01843 867***
I was previously a Talk Talk customer, but thought I would combine our Sky package with phone calls and broadband in April 2011. Sky wrote all the pretty letters that you want to see, but after six weeks did not supply a router or connect us to Broadband, but they did charge £40 for transferring the phone line!! I then received a bill from Talk Talk on 8/5/11 informing me of a £7.19 Credit on my account closed account no. 2100131407/telephone number of 01843 867***
Stupidly, I thought I would ring Talk Talk to ask if I could rejoin to their service, using the £7.19 credit and was told that as the line had been transferred to Sky I would have to have it transferred back to Talk Talk at a charge of £30. I thought that was fair enough, but was disappointed by a connection period of 21 days, so said I would go ahead as long as the connection was no longer than 21 days. I was sold a package of £12.60 line rental, £6.50 for evening and weekend calls and £3 per month for mobile calls, inc VAT for 12 month contract. I was given a discount and total package agreed at £18.85 per month. I was told I would be given a refund of £25 on the connection fee in the second month. I agreed to proceed with the contract on that basis.
16th May 2011
Account no 1006642036 - My telephone number 01843 867***
I received confirmation of my direct debit being set up for my ‘Talk Talk home phone service’ giving service user number 249133 and above reference number, containing my bank account details, name, address, postcode etc.,;)
16th May 2011
Confirmation of account – Letter received confirming Order details: Telephone number 01843 867***, Monthly charges as agreed, connection fee as agreed, contract as agreed, directory status ‘in phonebook’ NOT agreed. Signed Dido Harding CE Talk Talk
18th May 2011
Account no 1006642036
Letter received ‘We’re working to get your Talk Talk service up and running ......Sorry your Talk Talk service is taking a little longer to set up than we first thought...............There’s no need to do anything’
No explanation of why, but I thought I would trust them and just wait, so I waited, 3 weeks.
1st June 2011
01843 867***
My phone line is completely disconnected?? I thought this must be because Talk Talk were taking over the line, so I left it 24 hours and still no means of using the phone, and when family and friends telephoned my number they were met with an automated message ‘The number you have dialled has not been recognised’ This continues to date. :mad:
2nd June 2011
I telephoned Customer Services, a delightful automated service that asks for your telephone number – which I entered multiple times, only to have it ‘rejected’ as ‘not recognised’???? Eventually you get through to a Customer services person. I explained ALL of the above to the CS operator, he could offer no explanation? He said he could put me through to ‘NEW LINES’, I presumed this was ‘New customers’ VERY WRONGLY!! Because apparently, I WAS NOT A CUSTOMER AND DIDN’THAVE AN ORDER? :mad::mad::mad:
I was then subjected to my ordeal with an operator called ‘J’, who was rude, obnoxious, and refused to say anything without me giving my bank account details?? I told him that I have a letter in front of me giving all of my order details etc., and explained my problem.................he wasn’t interested! He would not help me at all, and would only put through a ‘NEW ORDER’ which I refused to do, I asked him to help me with my cut off phone line, my broadband connection etc., and he said he couldn’t do that, he could only ‘order me a new line’?? I asked if the new line would be for my current telephoned number and he replied ‘YES, BUT ONLY IF YOU GIVE ME ALL OF YOUR ACCOUNT DETAILS AND SET UP A NEW ORDER’ I asked to speak to his supervisor................he refused, told me I would have to phone back!!! HE ENDED THE PHONE CALL BY SAYING, ‘WE ARE GOING ROUND IN CIRCLES AND YOU ARE NOT LISTENING TO ME, I AM TERMINATING THIS CALL’..................(I can only presume that they work on commission, and I was wasting his time????) I was on the phone for about 25 minutes – on a mobile!! (because they had cut my phone off!) :mad::mad::mad::mad::mad:
3rd June 2011
I was so upset by this phone call that I got no sleep that night. I decided to put pen to paper and write to DIDO HARDING, on the assumption that a CE would be astounded by the behaviour of his staff and his organisation.
I wrote a 5 page letter explaining all of the above. I ASKED DIDO HARDING (TALK TALK CHIEF EXEC)FOR MY TELEPHONE LINE TO BE RECONNECTED, AND MY BROADBAND TO BE UP AND RUNNING :mad::mad::mad::mad::mad:
11th June 2011
I received a letter from Talk Talk Customer relations – NOT FROM DIDO HARDING OR THE Chief Exec DEPT. ‘The contents have been noted’............................To help us resolve your query:
We need some further information from you to identify your account?..... I had included all the account numbers in the letter to them?
Your full name?.....................It was on my letter to them and on their response?
My full address and postcode?................They had written to me at my full address and postcode?
My date of birth?......................Those details are given at the time of the order and I gave them all of my reference numbers?
The last four digits of my bank account number?.............I had the confirmation letter with all of those details on regarding the DD?
They went on to say that I should phone the Customer Service....................and if I wanted to change any services I could do so online.............(I wish!!!!! I was online or had a phone to ring them on!!) :T:mad::T:mad:
11th June 2011
I telephoned Customer Services on the number given – IT WAS UNAVAILABLE!!?? I telephoned the normal Customer Services number and spoke to ‘Craig’ and explained everything all over again and that I was trying to resolve all of the above issues and get connected and online......................:mad:
GUESS WHAT...........I was told that the only thing I could do was be put through to ‘NEW LINES’ and put in a new order?????!?!?!?!??! :mad:
I was then put through to another guy, very polite ‘Ken in Sales in Leicester’, I explained the whole story all over again, I said that I didn’t understand why I had to get a ‘NEW LINE’ when my phone was still there, apart from them cutting me off, and would I still be able to retain my telephone number of 01843 867***, he was another one obviously reading from a ‘prescribed questions’ list, because he said he couldn’t tell me that till the end of putting the order in??? So I said I would only put the order in if I could keep my number, because ‘Sky’ would let me keep my number and I would go to them................we then go back to the ‘prescribed questions’ and ‘prescribed answers’..............and the REPEATED QUESTIONS: Probably at least 5 times......NAME.....ADDRESS...’Do you agree......’ D.o.b........ I kept saying ‘I have just told you that’, and his response was that he has to do everything in order???? ‘I protested that he was asking me the same questions over and over again................he started to get angry!!! As promised at the end of the interrogation, I asked him if I would be able to keep my phone number! He said ‘YES’, I agreed to the order!:mad::mad::mad::mad::mad:
13th June 2011
Confirmation of the set up of Direct Debit instruction received.;)
15th June 2011
‘Get ready for Talk Talk letter’ (no mention of a phone number this time?) but the letter said wait for your ‘welcome pack’ etc., That an engineer may visit you to connect the line (a bit strange I thought?? Because I haven’t moved house or anything?)
If I ordered a wireless router it will arrive before the go live date which was 17th June 2011.
Hurray I thought! :T:T:T
16th June 2011
Wireless router box arrives:
17th June 2011 – Go live date (after 4 weeks and 2 orders and 1 long letter and 5 phone calls) :j:j:j
Wait for it.........................................................
The phone line works for outgoing calls, when we test it for incoming we ring our number......we look at the paperwork of our ‘Important details’:
My email address...............
Account No: 1006703585
My telephone number: here it comes......................
01843 4494*?????????? WOT??

17th June 2011 11.50am
I telephoned the number given for Customer Services....................Groan Groan.......
I spoke to ‘Gabi’, whose S.African accent was so strong, I struggled to understand what she was saying...........I explained all of my conversations regarding me keeping my own telephone number. I was on the phone for ages, I told her what my number should be and the number I had been given by ‘talk talk’, and that this was breach of contract’ and in my opinion it is absolutely disgraceful to have been told lie after lie after lie by Talk Talk just for them to get the contract....................:mad::mad:
Gabi’s response was that the number you have been given is your number and we could not have any other number..............:mad::mad:
I told her that I had already to their CE once and now I would be writing to Ofcom, and the office of fair trading, as well as their CE again.
She responded that the only team that could change the number would be the ‘compliance team’, and she put me on hold and said she would put me through to them!
After being on hold forever, she came back and said ‘I have spoken to Sales and Compliance and they said they can’t do anything about it’!!!!!!!!!:eek::eek::mad::mad:
I asked her what I could do, and she told me that the compliance team said that an engineer would be calling at our house between now and 1pm, and when he turned up I should turn him away and tell him not to collect the line?????!!! (Yes, you’ve got it....... it was another lie................I was talking to her from the Talk Talk phone line.....................!!! I explained that to her and I think she cut me off!! It sounded like she was clicking in and out of the phone call as I was speaking???):mad::mad:

So..................Good Old Talk Talk – just ‘like it or lump it attitude’, blackmail you into taking the order out with them in the first place and then blackmail you into keeping the order – or don’t have any phone at all!! :T:T:T:T:T:T:T

great.user.name

funkyT1972 wrote: »

The hours I spent reading quite a lot of the posts on this thread, picking out the different contact details for TalkTalk, have paid off.

I received an emailed apology from Dido Harding, advising that she would be passing on my letter for investigation. I then received emails from Sue Ali in the Executives Office, confirming that she would be my contact.

She has called me back this morning to confirm that they cannot find a record of the alleged call renewing my contract; therefore they are removing the cancellation charge from my account and refunding my £9.88 overpayment.

Result! :j

PS. I also received an email from their Customer Services Department advising me that they couldn't open my attached letter...

Amazing comment, gave me a bit of hope! I would love to get my situation sorted, could you provide the email addresses you used please? I think it will help many of us on here!

hevans2

Can anyone help me?
I run a small business from home and the telephone number for this business was cut off and binned yesterday for no apparent reason!
This telephone number was my lifeline and you would have thought in this day and age that you could get it back - but they say no.
They have no reason for cutting it off - we pay monthly by direct debit.
I have spent 6 hours on the phone to customer services, tech dept, bt trying to resolve it and all they can say is that they are sorry!!

How are my customers going to ring me? I also advertise in yearly local directories - so that's all wasted and I will have to change my website and all the other advertising I do.

I can't believe they can do this without any reference to anybody.
Compensation is what I want or my telephone number back.

funkyT1972

great.user.name wrote: »

Amazing comment, gave me a bit of hope! I would love to get my situation sorted, could you provide the email addresses you used please? I think it will help many of us on here!

I sent my letter of complaint to the following email addresses, all picked up off this forum:

[EMAIL="greend08@cpwplc.com"]greend08@cpwplc.com[/EMAIL]; [EMAIL="customerservices-tt@kana-cpw.co.uk"]customerservices-tt@kana-cpw.co.uk[/EMAIL]; [EMAIL="dido.harding@talktalkgroup.com"]dido.harding@talktalkgroup.com[/EMAIL]; [EMAIL="dunstonec@cpw.co.uk"]dunstonec@cpw.co.uk[/EMAIL]

I received a response from Dido Harding, who then got Sue Ali to investigate - [EMAIL="Sue.Ali@talktalkgroup.com"]Sue.Ali@talktalkgroup.com[/EMAIL]

Good luck

2003wastheyear

talktalk are the scum of the earth! My mother is serverly disabled physically and mentally. She had been paying for an internet package for years depsite not knowing how to use a computer (brothers that did moved out years ago). So with my help we wrote to them to cancel. Saying- NO NET, do not call us, just write to confirm. So naturally for a scum company they called my mum when I wasn't there and got her to sign up for 12 months INTERNET PLUS! whoop de doooo!. I have only just found out almost a month later. At wits end. It's hard enough trying to care for her without scum like talktalk trying to bleed the last pennies of her disability allowance away.

nickyt

does anyone know Dido Hardings phone number please as I have emailed her and 3 times now and am on my 5th member of her ceo staff and still not got my issues sorted out.

Thanks

ipswich448

Hi All,
It’s sometime since I posted on here, but the problem is the same, FI bullying people.

Many moons ago my friend got a job with a debt collection agency (not FI), they would buy say £100 of debt for £5, they would send out a threatening letter, “we will take away your children, you will go to debtors prison, you will never get credit again, etc. etc.”At this point most people paid up, because they believed the letters.

Some didn’t, they contacted the debt collection agency, “it wasn’t me guv”, I can’t pay, etc etc, these got moved on to their ‘appeals’ procedure. They all got the same letter, “we have looked into your complaint, you still owe us money, pay now or face the consequences”. Most of these paid up.

There were a few who really couldn’t pay; they were bullied into making regular payments plus ‘admin charges’.

A tiny minority ignored their letters, they got pestered for a while, but as the guys in the debt collection agency got paid commission on the amounts they collected, they eventually gave up.

No one was ever taken to court, the debts were unenforceable, and chances were that the person selling the debt had screwed up, and the debt collection agency would end up paying out money if they had tried court action.

My friend left after a few weeks and helped on a TV documentary about the firm.

I stand to be corrected, and my background is not in the law, but has anyone on MSE ever been taken to court by FI or any of the other company names that this pond life hide behind?

I could have plastered my walls with their letters, after I left Talk Talk, every week I got the same letter, “you have one week to pay otherwise...” I’m still waiting.

Don’t write, don’t phone, simply ignore, they will continue to get money from those who they manage to intimidate, sadly the most vulnerable and least able to pay.

These people are simply bullies, and as you were told when you were a child, ignore them, and they will pick on someone else.

CGG

I'm fuming!
After about 4 years with Talk Talk and my Contract ending with them in October, I made the decision to leave them after they billed me £32 for a months broadband use at the beginning of November. I joined BT Infinity. My download speed with TalkTalk had been 1.8mbps - it is now over 40mbps. With me so far?
Today, when looking at my on-line Banking account, I see a TalkTalk payment of over £33 going from my account. I rung them, and got a foreigner of some kind jabbering on. I couldn't make out what they were on about so asked for someone who was fully conversant with English that would appreciate my issue. Well, it went from bad to worse. Four people later I'm told that this isn't even my final bill - that I will have the pleasure of receiving that on 28/12/12. They have meanwhile advance charged me for line rental and some TalkTalk Plus package until 28/12/12.
They sent me a letter on 6/11/12 acknowledging that I was leaving them but it advised me not to cancel my Direct Debit yet as a final bill would be sent when I left. So there should have been no confusion on their part that I was leaving them on 28/11/12.
One of the Jabber-jabbers on the phone this morning, had the nerve to tell me that charges were still being run up because I was still using my home phone! She could not take on board that I was no longer a TalkTalk customer, so how could she make such a ridiculous claim?
Basically, I have got nowhere with getting my 'Advance Charges' refunded, and I must wait until 28/12/12 when I receive the (supposedly) final bill to make any request to them for the overcharge to be credited to me.
TalkTalk =l CarpCarp.