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Talk Talk's billed me £29.99 for my "free" connection.

I'm not normally one to complain, but I signed up with Talk Talk for their broadband and phone package following Martin Lewis' best buy recommendation.

Their website advert clearly stated 3 months free broadband and free connection. Well, I've been billed £29.99 for my free connection so I complained to TalkTalk.

I have received a reply from TalkTalk stating that they did not have any free connection deals in April so I will have to pay the connection fee. How do I resolve this?

Your Order Confirmation EmailWednesday, 29 April, 2009 11:20 PM
From: "Sales-support@cpw.co.uk" <Sales-support@cpw.co.uk>Add sender to Contacts
To: ****

One-off costs
Connection Fee FREE
TalkTalk wireless router FREE

One off set-up fee total
(payable on your first bill)
£0.00

Billing Other (****)Thursday, 2 July, 2009 9:08 AM
From: "TalkTalk Customer Relations" <customerservices-tt@kana-cpw.co.uk>Add sender to Contacts
To: ****

Dear ****,

Thank you for your email regarding the £29.99 connection fee.

I have checked our past promotions and can confirm there was no free
connection offer in April 09.

Therefore, you are liable for these charge.

Comments

  • TalkTalk
    TalkTalk Posts: 1,948 Organisation Representative
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Hi TightWadAndStillPoor,

    Sorry to hear you've had some problems with your billing.

    The offer for free connection and 3 months plan charges was fulfulled with a one off credit for £50 on your bills. Would it be possible for you to register and post at www.talktalkmembers.com/forums then I'll be able to take a look at your account to verify the sales channel etc and apply any credits if aplicable?

    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"
  • I've only been credited £19.47 which is the 3 months line rental.
  • I have a response. They will remove the connection charge from my next bill, but I still have to pay it on this bill. They can add interest to my account too if they don't want it to go to the ombudsman!

    Re: Fw: Re: Billing Other (****)Friday, 3 July, 2009 8:57 AM
    From: "TalkTalk Customer Relations" <customerservices-tt@kana-cpw.co.uk>Add sender to Contacts
    To: ****

    Dear ****,

    Thank you for your email in regards to the promotional offer that you
    received via a conformation email.

    I have also raised an official complaint on your behalf regarding this
    issue. This complaint will be open for seven days in order to give you
    an opportunity to respond. If you do not respond after this time, we
    will assume that you have accepted our resolution and close the
    complaint. Your reference for this complaint is .

    We would like to offer our apologies for the way you have been treated
    by a member of our customer services department. We can assure you this
    is not in any way our normal working practice. At TalkTalk we pride
    ourselves on a high level of customer service and at no time do we
    accept staff being uncooperative towards customers.

    I fully appreciate the stress and inconvenience this matter has no doubt
    caused and would like to extend my deepest regret that you were not
    afforded a greater degree of efficiency and care. This is not the type
    of service Talk Talk wish to provide for our customers, nor is it the
    kind of service our customers would expect.

    I can confirm that I have removed the connection charge of £29.99 from
    your account. This can take up to 7 days for the credit to show on your
    account and will be shown on your next bill.

    I hope this email has helped to answer your query. If not, please let us
    know by replying to this email.

    For any further queries, please visit the TalkTalk Helpdesk for answers
    to common broadband and landline questions. Alternatively, you can send
    us an email or contact us by telephone on 0870 444 1820. Calls to this
    number are free from your TalkTalk landline.

    Kind regards,

    Marie Sumner,
    Customer Service & Billing,
    TalkTalk Customer Relations.
  • TalkTalk
    TalkTalk Posts: 1,948 Organisation Representative
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Hi Tightwadandstillpoor,

    Thanks for registereing on the TT forums ;)

    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"
  • Hi. I signed up at the end of June through Martin's email and at the time it said the connection would be free (and it still says that now on the Talktalk website).

    I have had absolutely no correspondence from them aside from my kit (see below) so have no idea if I am going to be charged but suspect I will.

    I made my decision to switch to Talktalk based on the free connection and the Nectar points (which are being removed!) AND they sent the equipment to the wrong address so I had to chase it and collect it from the sorting office (it had the right name on, fortunately!) and then it didn't work and it took 5 people and a whole week without service to sort it out.

    I was at the point today of saying I'd give up and switch to another supplier but it's finally working. However, I have my 30 day cooling off period and after all this hassle I'm tempted to just start again elsewhere. But I need to check about the charge (it was advertised in June and July so I don't see why not but I have a suspicion as I haven't received an email like the one you quoted below....

    What do you suggest? Shall I just email them my list of problems to that address and ask them to confirm that I will not be charged? I certainly think I'm owed something for the equipment going missing and the poor customer service in any case (which led to a week without connecton and a lot of time spent on the phone!).

    Thanks,

    Emma
  • Ypaymore
    Ypaymore Posts: 2,802 Forumite
    ecjl74

    Your better off posting at www.talktalkmembers.com where their geeks hang out.
  • TalkTalk
    TalkTalk Posts: 1,948 Organisation Representative
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    :eek: I didn't think I was that much of a geek!! :rotfl:

    Emma - if you could register and post on the members forums I'll be able to access your account and take a look into the billing for you.

    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"
  • Hi i have had the same problem, with Talk Talk taking the money out and not having any refund. I to went to talk talk with the recommendation of MSE, and was told i would receive a refund after the first 3 months of the contract had passed. This was at the end of June. So what now:confused:
  • I guess that's the problem - all TalkTalk and no RefundRefund.

    Most of these big cheapskate companies have poor quality customer services - that's why they are cheap. You'll get it eventually no doubt but you'll have to work for it.
  • TalkTalk
    TalkTalk Posts: 1,948 Organisation Representative
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Hi getting on a bit,

    As with the other customers in this thread if you could register and post at https://www.talktalkmembers.com/forums then we'll be able to take a look into any refunds due for you.

    Cheers
    Emma 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"
This discussion has been closed.
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