Talk Talk - Poor Customer Services

kareemsmostaffa

We have been talk talk customers for over 2 years and all in all happy with the service we got. In May of this year we relocated and paid talk talk £30 for their home movers service. We were told that everything would remain the same, our plan, direct debit, account number etc and they charge the £30 to move the account to the new address. Within 14 days the landline was up and running and within 10 days after we had our broad band services running too.

Due to the current climate we have now had to move again and cut back on things. When we called to cancel our account we were told that when we moved we had signed a new 18 month agreement and despite being a talk talk customer for over 2 years we had to pay £70 to leave.

I pointed out to the customer services (after i finally got through the right dpt) that when we arranged the home move over the phone no body pointed out that we were in fact signing a whole new agreement for 18 months, all we were advised of was there would be £30 charge to move our service across.

I have written and emailed to talktalk and have been told that on their website there are T&C for the home move service and that we would have to pay the £70. We were never made aware of these T&C or asked if we agreed with them, especially when it involved signing up to an 18 month contract.

Can a company tie you into a contract without advising you on point of sale?

I think its unfair - has anyone had a similar experience?

TalkTalk

Hi Kareemsmostaffa,

You certainly should have been made aware by the home mover agent that a new contract term would be enforced following your home move. Did you not recieve any documentation relating to the activation of your new account that informed you of the new term such as a welcome pack?

Cheers
EmmaL x

kareemsmostaffa

Emma

Thank you for your email. We did not receieve a welcome pack at all. The services and broadband all carried on as before. I would have expected such a commitment to have been pointed out to us on the phone when we agreed the home move. We also did not recieve our online bills for the first 3 months and were charged for paper bills that we did not receive - but they have since been reimbursed.

Kareem

TalkTalk

Hi Kareem,

I can't realy offer too much more in the way of help via this forum but if you could register at https://www.talktalkmembers.com/forums then I will be able to look further into this for you and hopefully get to the bottom of it.

Cheers
Em x

kareemsmostaffa

Emma

I have just tried to register. As the account has been closed now and I am dealing with the £70 fee, I cannot register on the talktalk forum. It says that I can only join with an active account. Also I have emailed talktalk regarding call charges on our bill post date of account close and i have not heard back from them either.

Kareem

TalkTalk

OK - I'll send you a private message now with some contact details.

Cheers
EmmaL x

kareemsmostaffa

I thought I would keep the thread updated. I emailed the address given to me by the TALKTALK_Support rep.

I have not yet received a response.

I will let you all know what happens.

Kareem

TalkTalk

Hi Kareem,

Sorry I'm not in the office today. I will be looking into yout issue tomorrow once I'm back in the office.

Cheers
EmmaL x

kareemsmostaffa

Dear All

I received a response from Talktalk_Support again advising that we were sent T&C which included the fact that by moving house, and our talktalk service we had in fact signed a 18 month contract.

I dont know about all of you, but i honestly think that we should be told that before we make the decision to go ahead and ask them to move our service. We certainly were not told that on the phone and it we were made to feel all would continue as it had done for 2 years.

They have asked for the date and time of call, to trace the call back, which in all honesty I cannot remember, as it was well over 7 months ago. I gave them a rough indication of the date. I am now waiting to hear back from them.

The truth is the home move team did not tell us that we were signing a whole new agreement and that we were tied in for a further 18 months!!!!!!

Ill keep you all posted.

k

harryboyne

I agree.

They are quite naughty & sneaky sometimes, like when they send you a "Thank You For Being a Loyal Customer" message, and offer you a Wireless Router for £15 or half price for 2 months.

They don't tell you, but the catch is that you will 'be a loyal customer' for another 18 months, as you're stuck in an 18-month contract, just like you are!

I much prefer Sky or BT for that reason!!

kareemsmostaffa

gosh i didnt know that! Well the irony is the home move isnt even a 'free' service - they bill you for £30 to complete the home move for you!!!