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Talk Talk Misery
Mother_Superior
Posts: 4 Newbie
Good day everyone!
I am newly enrolled here, but have eagerly read threads and posts on this site for quite a while now.
I have already read one threat regarding Talk Talk, from 2007. Now, in 2009, it seems like their service is just as abysmal as ever and I am kind of stuck in something that I'd love some advice on.
To make a long story short, Talk Talk took money from me for a service I have never asked for and I am waiting for four months now to be credited the amount.
I hope this post is not too long for you guys to read, but I would like to show you a letter I wrote to Mr Charles Dunstone in person. Any advice would be welcome on how I can tackle this company.
''Mr Charles Dunstone
...
...
...
London, May 2009
Dear Mr Dunstone,
Much to my regret, I am contacting you to let you know about my deepest dissatisfaction of Carphone Warehouse’s/ TalkTalk’s customer service. I do not know whom else to contact since I have been completely ignored by your staff for a few months now. I have been trying to retrieve money that I have been falsely charged at the beginning of February. Throughout my time with TalkTalk, several mistakes have been made which caused nothing but inconvenience as well as many hours on the phone to my partner and me.
Firstly, in December 2008 I moved house and my phone line was disconnected 11 days before my requested date. At my new property, I had problems with re-connecting the phone line, so it took me about two months to re-connect TalkTalk. I kept you informed at all times and was told that there should not be any problems with this delay.
In February, I called up again and asked for the transfer. I was told the only fee I had to pay were £29 re-connection fee, which was known to me, and I agreed to pay.
I received my last bill from you for my old address and there was a charge of £70. I called you immediately and your customer person in your call centre was not able to explain to me what this money is for, but acknowledges this has been charged mistakenly. I asked for the payment to be stopped and this person told me it was too late. All my direct debit payments are taken on the 20th of every month, I called on the 6th, 14 days prior which would have been enough time to stop the transfer.
I acknowledged that the falsely charged £70 will be taken from my account, but appear as a credit on my first bill for my new address.
This has not happened, so I called you again on April 1st and I was promised again that I will be credited this money.
In the meantime, I have received a letter (REF ...), stating I owe money from my old account, which was yet another mistake. The phone number was ... and the letter asked to pay the outstanding balance of £20.10.
I still do not understand why I was sent this and where you get this amount from. No staff member was ever able to explain those mistakes to me.
Now, in May, I still have not received the £70 that I was promised four times. I had to call yet again and was told the £70 are for me terminating my contract with you, which I never asked for.
I relocated and I still use your service and when transferring, I asked many times why I have a new account number and was told this is because the phone number is a different one. At no point have I agreed to terminate the contract with you! I know that your company is after achieving sales targets, but do you support that your staff is doing so without the customer’s approval?
On 8 May, I called the call centre again and I have been promised by call centre staff (one of them called herself L.C.) to be called back which has never happened.
I wish you to sort this confusing payment issue a.s.a.p. It is not legal to take my money for services I have never requested! It is without question to me that after my contract ends with you, I will no longer require your services.
There are three options on how to proceed.
1) Please credit my new account (phone number ...) with the £70 I have been falsely charged by you (as confirmed by your sales representative at the call centre, four times). I expect this to happen before the next bill arrives, which is 25 May.
2) Keep the £70 disconnection fee I have already paid and make May’s bill my last one with you. I would be very happy to take on the services of my phone line provider who seems to provide a very good customer service.
3) If none of the above has happened until 25 May, I will, without hesitation, contact my lawyer and discuss this matter in court.
I am sending a letter to your customer service address at TalkTalk Correspondence Dept. ... My previous letter sent to this address has been ignored.
All correspondence is to be sent to my new home address, ... or to my e-mail address ... I am impatiently waiting for a reply from you.
Regards,
...''
What else can I do?
1000 thanks in advance for any hint,
MS.
I am newly enrolled here, but have eagerly read threads and posts on this site for quite a while now.
I have already read one threat regarding Talk Talk, from 2007. Now, in 2009, it seems like their service is just as abysmal as ever and I am kind of stuck in something that I'd love some advice on.
To make a long story short, Talk Talk took money from me for a service I have never asked for and I am waiting for four months now to be credited the amount.
I hope this post is not too long for you guys to read, but I would like to show you a letter I wrote to Mr Charles Dunstone in person. Any advice would be welcome on how I can tackle this company.
''Mr Charles Dunstone
...
...
...
London, May 2009
Dear Mr Dunstone,
Much to my regret, I am contacting you to let you know about my deepest dissatisfaction of Carphone Warehouse’s/ TalkTalk’s customer service. I do not know whom else to contact since I have been completely ignored by your staff for a few months now. I have been trying to retrieve money that I have been falsely charged at the beginning of February. Throughout my time with TalkTalk, several mistakes have been made which caused nothing but inconvenience as well as many hours on the phone to my partner and me.
Firstly, in December 2008 I moved house and my phone line was disconnected 11 days before my requested date. At my new property, I had problems with re-connecting the phone line, so it took me about two months to re-connect TalkTalk. I kept you informed at all times and was told that there should not be any problems with this delay.
In February, I called up again and asked for the transfer. I was told the only fee I had to pay were £29 re-connection fee, which was known to me, and I agreed to pay.
I received my last bill from you for my old address and there was a charge of £70. I called you immediately and your customer person in your call centre was not able to explain to me what this money is for, but acknowledges this has been charged mistakenly. I asked for the payment to be stopped and this person told me it was too late. All my direct debit payments are taken on the 20th of every month, I called on the 6th, 14 days prior which would have been enough time to stop the transfer.
I acknowledged that the falsely charged £70 will be taken from my account, but appear as a credit on my first bill for my new address.
This has not happened, so I called you again on April 1st and I was promised again that I will be credited this money.
In the meantime, I have received a letter (REF ...), stating I owe money from my old account, which was yet another mistake. The phone number was ... and the letter asked to pay the outstanding balance of £20.10.
I still do not understand why I was sent this and where you get this amount from. No staff member was ever able to explain those mistakes to me.
Now, in May, I still have not received the £70 that I was promised four times. I had to call yet again and was told the £70 are for me terminating my contract with you, which I never asked for.
I relocated and I still use your service and when transferring, I asked many times why I have a new account number and was told this is because the phone number is a different one. At no point have I agreed to terminate the contract with you! I know that your company is after achieving sales targets, but do you support that your staff is doing so without the customer’s approval?
On 8 May, I called the call centre again and I have been promised by call centre staff (one of them called herself L.C.) to be called back which has never happened.
I wish you to sort this confusing payment issue a.s.a.p. It is not legal to take my money for services I have never requested! It is without question to me that after my contract ends with you, I will no longer require your services.
There are three options on how to proceed.
1) Please credit my new account (phone number ...) with the £70 I have been falsely charged by you (as confirmed by your sales representative at the call centre, four times). I expect this to happen before the next bill arrives, which is 25 May.
2) Keep the £70 disconnection fee I have already paid and make May’s bill my last one with you. I would be very happy to take on the services of my phone line provider who seems to provide a very good customer service.
3) If none of the above has happened until 25 May, I will, without hesitation, contact my lawyer and discuss this matter in court.
I am sending a letter to your customer service address at TalkTalk Correspondence Dept. ... My previous letter sent to this address has been ignored.
All correspondence is to be sent to my new home address, ... or to my e-mail address ... I am impatiently waiting for a reply from you.
Regards,
...''
What else can I do?
1000 thanks in advance for any hint,
MS.
0
Comments
-
Hi MS,
I'm really sorry to hear you've not had a refund of the cessation fee charged on a home mover account. Is it possible for you to register and post at https://www.talktalkmembers.com/forums so I can take a look at your account and apply any credits due? I'd also like to provide some feedback to the management team on your expereince.
Cheers
EmmaL x“Official Company Representative
I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
@ Emma, the TalkTalk Company Representative
Many thanks for your reply, Emma.
As far as I have been told, there is a note on my old account that says that the staff responsible for home moving are supposed to do the credit. This note has just been left when I called for the fourth time and has simply been ignored by the according team. Apparently nothing has been done when I called the tree times before that.
I called TalkTalk on Friday, 9 May and was supposed to be called back on Saturday -did not happen. My partner called again today to see if my direct debit has been stopped by the lady I talked to on Friday (I have her full name, if you need it). She promised me to cancel my DD and do this without the charge that usually applies. The call centre people said they would call me back today.
I am posting my second and third letter today.
I have a reference number for an official complaint I filed with Ofcom today.
You would certainly agree that it does take quite a bit of my time to hunt my money.
I do not want to spend my whole free time posting my experience allover again, so I will consider the TalkTalk link you gave me after waiting for a reply to the letters I am sending.
TalkTalk customers should not subscribe at forums to get their money back, that's my point. It should have happened a long long time ago, without having to beg for crediting the cost.
I have already called several times, written letters, informed Ofcom and registered in this forum to find any solution for making TalkTalk act before I get in contact with my lawyer. I am not just writing this, I think it is a crime to debit money for an unwanted service from my account and some one must be made responsible for it.
On topic, but different company: My former phone provider charged me two additional months of services although my contract ran out and I cancelled the DD.
This happened five years ago and I have never seen the money they took. Same scenario....many letters and calls and no money back.
£30 may not be much, but let it happen to a thousand, two thousand people....0 -
To Emma:
Many thanks for your reply, Emma. Much appreciated
As far as I have been told, there is a note on my old account that says that the staff responsible for home moving are supposed to do the credit. This note has just been left when I called for the fourth time and has simply been ignored by the according team. Apparently nothing has been done when I called the tree times before that.
I called TalkTalk on Friday, 9 May and was supposed to be called back on Saturday -did not happen. My partner called again today to see if my direct debit has been stopped by the lady I talked to on Friday (I have her full name, if you need it). She promised me to cancel my DD and do this without the charge that usually applies. The call centre people said they would call me back today.
I am posting my second and third letter today.
I have a reference number for an official complaint I filed with Ofcom today.
You would certainly agree that it does take quite a bit of my time to hunt my money.
I do not want to spend my whole free time posting my experience allover again, so I will consider the TalkTalk link you gave me after waiting for a reply to the letters I am sending.
TalkTalk customers should not subscribe at forums to get their money back, that's my point. It should have happened a long long time ago, without having to beg for crediting the cost.
I have already called several times, written letters, informed Ofcom and registered in this forum to find any solution for making TalkTalk act before I get in contact with my lawyer. I am not just writing this, I think it is a crime to debit money for an unwanted service from my account and some one must be made responsible for it.
On topic, but different company: My former phone provider charged me two additional months of services although my contract ran out and I cancelled the DD.
This happened five years ago and I have never seen the money they took. Same scenario....many letters and calls and no money back.
£30 may not be much, but let it happen to a thousand, two thousand people....0
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