Talk Talk Complaints

Sibur

I left Talk Talk in February after a year of ok service and moved to another provider. When I cancelled it took 3 or 4 days and about a dozen phone calls to get sorted but finally got a disconnection date and a confirmation email.

Money stopped being taken from my DD and I heard nothing from Talk Talk so thought all had gone through ok. Then on Saturday 6th of July I received a letter from a debt collection agency demanding £103.55.

It turns out that they hadn't cancelled my account and continued to build up a debt against me without actually taking the money. After an hour and a half on their terrible phone system with their even worse staff I was told "It's only £100, just pay it." and then they put the phone down on me.

I do not owe them money but because they haven't cancelled my account I have little proof that I did cancel my account. I deleted the email after a few months and received no correspondence. They, of course, have a recording of the phone conversation and the records of my calling their cancellation department but with my experience, and others, of their truly woeful customer services I have no faith in them to clear this up of their own volition.

How do I go about having this "debt" cancelled without damaging my credit rating when no-one in the company wants to help and only a very few seem to be able to speak English to the level that they can even understand the problem?

Whoever is responsible for running their customer services, and I bet they aren't paid badly, should hang their head in shame. This is easily the worst experience I have had with a company that I can remember. If anyone is considering being a Talk Talk customer - just don't do it.

JohnDev_2

They are not very good with the advertised offers, as are their parent company

hiccup

Simon Rawlings is a figment of talk talks imagination.
I just had a letter from him from the ether.
Talk Talk are utter retards from the bottom to the top.
Perverts would describe them.:D

hiccup

TalkTalk_Company_Representative wrote: »

Hi Vicky D,

Sorry to hear you have had a hard time with the customer services team. I'll be able to take a look into what has gone on with your account if you could send me a couple of details. I've PM'd you with an e-mail address.

Cheers
EmmaL x

Yes i am sure you will haha.
Your company is a crock of the proverbial.

MerlinMagic_2

I am wondering if anyone on this forum has experience the horrendous time I am having with Talk Talk regarding our phone lines.
On the 20th June we reported to Talk Talk that we had not phone line and for weeks prior we had severe crackling on the phone line. We have been completely passed from pilor to post constantly with various different excuses. 3 weeks ago our complaint reached the CEO office of Talk Talk and they are blaming openreach but this excuse when it is now over 9 weeks is wearing thin.

We have two young daughters and my husband is a shift worker. We are very reliable on our landline phone due to the bad mobile signal up where we live. I am not a well person and under a Neurologist from Walton whom I see regular and take a lot of medication.

I am so very fustrated and feel we are no further forward now than we where 9 weeks ago. We have emailed the CEO office but as of yet no reply, its been a complete and utter nightmare. I feel now "Will we ever have our phone line fixed" I have contacted ofcom but as a loyal customer to Talk Talk I am utterly discussed at our treatment and attitude to our problem. The constant "We will call you back" which never happens!, The " We are awaiting and update from openreach" the " there is 100 people off within your villiage" will thats funny talk talk as there is not 100 people living in our villiage and we know most of them and they do not have an issue with their phones.
Is there really any chance of getting your acts together with Openreach and getting this issue sorted as 9 weeks I feel is completely unacceptable

zaax

See

http://www.telegraph.co.uk/finance/personalfinance/consumertips/jessicainvestigates/10260173/TalkTalk-bullied-me-for-months-then-offered-2p.html

good luck to all.

Pine_Marten

I have been with Talktalk broadband for years and when it’sworking it’s good, but I get so many dropouts and it’s getting worse. I’m nowat my wit’s end. I’ve just spent 95 minutes talking to people in India. Eventhe managers there are useless. I can barely understand what they are sayingand constantly have to ask them to slow down, speak clearly and repeat things.They send me new routers and cables, which make no difference, they makemistakes when arranging engineers visits, and tell me it was my mistake, nottheirs. They work to scripts and tell me they have to follow procedures. Theyhave just sent a neighbour a ‘free’ TV box as compensation for dropouts but shecan’t use it because the broadband drops out (duh). Today they told me it wasprobably due to people nearby using dishwashers and microwaves as it tends tobe worse during the evenings and weekends. I get no joy from BT. When I askedBT if they can guarantee me a better service if I move to them, they say it isjust a paper exercise and my service will be identical. Otherwise I would havetried another ISP long ago.

Also: I have an answerphone set to pick up after 9 rings.For ages people have been saying they left me a message but I didn’t get it. Ithought my phone/answerphone was faulty and bought as new one. I have nowdiscovered that TalkTalk activated a ‘free’ voicemail service without tellingme, as far as I am aware, which has been intercepting calls after 6 rings. Ihave probably missed hundreds of calls and messages over the last couple ofyears because of this, and it has caused so many problems. TalkTalk said todaythey would compensate me but I’m not holding my breath. I’m thinking of tryingBT on the simple grounds that the service could not be worse, and at least whenyou phone you speak to somebody you can understand. Any advice?

Jack222

Just thought I'd mention an issue with Talk Talk - in August I received a letter saying charges were to go up but I 'could cancel your contract without charge within 30 days of getting the letter'. 'Yippee' I thought and began the process of getting the new provider.

But then came the next bill from Talk Talk with a a £102.13 break of contract charge. Firstly I am glad I regularly check my bank statements - I am sure some people will not notice this charge.

Secondly I got on to complaints at Talk Talk and I was told it was a fair charge as I did not tell them I was cancelling the contract. Now

1) The letter did not say I had to do that (even though first layer of complaint people said it did.)
2) What is a new provider bar a cancellation of a contract?

I obviously demanded to go to the next level up where I have (hopefully) had my break of contract amount cancelled. Mind you my computer was already open on the Small Claims Tribunal...

So, look out for this amount being taken if you are using this ability to get out of Talk Talk. I doubt that any practice will be changed and that £100 will be taken from every account that has the temerity to leave them and only given back once people complain and complain well.

I note that a few months ago Talk Talk managed to lose my broadband completely for three weeks and only provided some compensation once I went up the complaints chain to the manager.

My view of the company? Shown that I deliberately joined this forum to add to the litany of complaints about the company; avoid like the plague. In fact the plague is better....

Garry329

I can't believe what I am reading on this forum as most posts replicate exactly what happened to me. Without writing war & peace, my problems went on for nearly a year with my Internet connection continually dropping out and frequently having no connection whatsoever.

A bullet point summary of issues.

1. Continual language and communication issues. Over 30 calls.
2. Being fobbed off to other staff who were allegedly technical experts. (NOT)
3. Not having a complaints contact number to phone.
5. Billing me for two engineers visits that I never had.
6. Being told I had taken out a new contract when this never happened.
7. Charged a breakage fee of £131.99 after being told by a manager this would not happen because of all the problems and mistakes I had endured over the previous year.

I could go on but there is a happy ending in my case. I threatened to peruse the company through the small claims court in Scotland and have now been reimbursed all money due to me and yes I am an ex Talk Talk customer. Yippee ! I was with the company for years, but finally made the move. Best thing I ever did. The way they are going they will have no customers left.

Cavemanu

hi, I must add myself to the long list of Talk Talk unhappy customers.

Yesterday I spent a good 30 minutes on the phone to a Talk Talk customer service representative (Philippines), it took ages to get through, the line was poor quality and I'm sorry to say the communication was not great.

In a futile attempt to cut my landline and broadband costs I had tried to change my tariff from TalkTalk Plus product to the more basic TalkTalk Essentials, because I don't much use the free daytime calls (not really sure why I got moved onto that product).

The representative could not tell me how much I might save by doing this. I also had read about the talktalk pay 1 year line rental in advance service. Once I had paid for that for some reason the operative cannot change/downgrade my tariff for at least another month?! (not sure why) and not sure why they could not advise me of that prior to doing one step before the other.

To be fair they did offer to refer me to a supervisor but at this point I had lost the will to live:mad:

I also found that a previous home account with Talktalk that was terminated over 15 months ago, they had not refunded my outstanding funds so I've had to request a cheque which will take up to 28 days (argh!)

Any suggestions on how I might be able to escalate this to someone in TalkTalk who might be able to understand me (and vice versa) rather than speak to someone the otherside of the world who reads out random menu options robotically would be most gratefully received.

thanks