Carphone warehouse/talktalk mobile Worst ever!!

sneakyb

Just to warn you all to stay away from Talk mobile. I have had a talktalk mobile (from carphone warehouse/talktalk) for several years and they have just sent me a very abrupt letter to say they are cancelling the entire service, and all the credit I have accrued (nearly £100) is not allowed to be transferred back to me - I have to spend it on phone calls in a month or lose it.

They will not allow me to see a copy of the terms and conditions and refuse to offer me any compensation over the fact they have disrupted my life by making me change phones.


Of course they offer a deal with their new company, which seem to be run by onetel 'talk mobile' but after the appalling customer service I am staying well clear! - none of their phone numbers are working and staff pass you round from pillar to post. :mad:

My current phone allows me free phone calls to talktalk landlines - which of course will now also stop. Thier service has been THE WORSE EVER!!!!

sorry for the rant- just thought I would make you all aware of their ridiculous operation.

munkylung

sneakyb wrote: »

Just to warn you all to stay away from Talk mobile. I have had a talktalk mobile (from carphone warehouse/talktalk) for several years and they have just sent me a very abrupt letter to say they are cancelling the entire service, and all the credit I have accrued (nearly £100) is not allowed to be transferred back to me - I have to spend it on phone calls in a month or lose it.

They will not allow me to see a copy of the terms and conditions and refuse to offer me any compensation over the fact they have disrupted my life by making me change phones.


Of course they offer a deal with their new company, which seem to be run by onetel 'talk mobile' but after the appalling customer service I am staying well clear! - none of their phone numbers are working and staff pass you round from pillar to post. :mad:

My current phone allows me free phone calls to talktalk landlines - which of course will now also stop. Thier service has been THE WORSE EVER!!!!

sorry for the rant- just thought I would make you all aware of their ridiculous operation.

This was my experience and I also didn't receive the letter

Talk Talk
High Level Complaints
1 Portal Way
London
W3 6RS

Dear Sir or Madam
I am writing to you in a state of stress and anger at the absolute incompetence shown by your company
I have been a TalkTalk Landline/Broadband and Mobile customer for 5 years or more now and am one of the people who trusted in you as a company at the very start, I’m one of the people who told my friends about your great deals and got them to change from other reputable companies to join your network and it’s us people who’ve allowed you to grow into the company you are today
The package I have always been on is Talk3 International with Broadband and my Talktalk mobile was connected to the landline account and would be topped up by £10 direct debit as part of my landline bill every month, My Mobile package would allow me to call any talktalk landline for up to 60 minutes for free and any talktalk landline could call my mobile for free for up to 60 minutes (I have the original T&C to prove this) I was told by a member of your staff at the time of taking on the mobile package that I would be able to keep this package for as long as I like. Sound confusing? Yes, It sounds confusing to all your staff too
I moved house a few months ago and according to your website nothing could be easier than taking my Talktalk services with me. Here goes…

15/06/2009 11.45am
I Spoke to Janine in Capetown in the home moving department to ask if I can take my current Landline,Broadband and mobile package with me to my new house. Janine informs me that my package can be taken with me and will be exactly the same only it will cost 50p more a month, I’ll also have to enter into a new 18 month contract and there’ll be a £29.99 admin fee for moving house
15/06/2009 12.00pm
Spoke to Adrian Kelly at Talktalk mobile in Birchwood,Warrington. Adrian Kelly informs me that my mobile package will be exactly the same as before and can be reconnected to my landline but my mobile will first have to be disconnected from my landline account until my first bill arrives at which point it can be reconnected to the landline exactly as before.

15/06/2009 12.20pm
Thaakira in Capetown says I will need to get my first landline bill and then phone Talktalk mobile to reconnect the direct debit for my mobile to the landline account.
On being given all this information I decide to take out the new 18 month contract and pay the £29.99 admin fee (Hooray!)
06/07/2009 2.25pm
Spoke to Jacinca at Talktalk Mobile, in Birchwood, Warrington. Jacinca tells me that on 20/07/2009 my mobile will be reconnected to my landline and Stacy will call me to confirm this has been done on 20/07/2009
Jacinca credited £5.00 to my mobile credit to cover any calls I shouldn’t have been charged for
20/07/2009
No call received from Stacy in Birchwood, Warrington
03/08/2009 12.30pm
Spoke to Irsan in Birchwood, Warrington who informs me I’ll be credited for all calls I’ve been wrongly charged for within 14 days and my Talktalk package is exactly the same as before and my mobile is now reconnected to my landline account
04/08/2009
Spoke to Irsan in Birchwood,Warrington again because my mobile has not been reconnected to my landline account. Irsan tells me again that I’ll be credited for all calls I’ve been wrongly charged for within 14 days and will get a call back to set up the direct debit onto my landline account which automatically tops up my mobile by £10 a month as part of my landline bill. Irsan then informs me that while I’m not getting my free calls I’m being charged 35pence per minute for mobile calls
04/08/2009 3.40pm
Due to me getting charged for calls which I should be getting free,my credit runs out so I call the Talktalk mobile top-up line and go through the ridiculously long debit card procedure and it doesn’t work so I have to call Talktalk mobile in Birchwood, Warrington where Louise does the top-up manually for me
02/09/2009 1.50pm
My mobile is still not connected to my landline account and I’m still getting charged 35p a minute on my mobile for calls which should be free and I’m also still getting charged for calls from my landline to my mobile which should be free. Worse still ,I’ve received a bill and it seems I’m being charged for national and international calls from my landline now as well (Are you following this? I’m writing it and it sounds far fetched but I can assure you this actually all happened!)
I called Talktalk customer services again and talk to Margaret who has absolutely no idea what I’m going on about. She’s a fairly new employee and is being as helpful as she can be. Unfortunately Margaret hasn’t received adequate training to deal with customers who have been with Talktalk for longer than a year or two and has only the notes on her computer screen to work from.

Margaret tells me I’m on a new price plan but puts on a £4 month add-on to make mobile calls half price, Then she puts another £4 add-on onto my package which gives me free anytime National and local calls. Margaret then refunds £18 for national calls I shouldn’t have been charged for. She says she can’t refund calls from my landline to my mobile so I need to ask Talkmobile about that, She also can’t refund any charges for me calling Australia until she sees the charges on my next bill so I will have to call AGAIN and chase that refund up
02/09/2009 2.45pm
I call customer services in Birchwood, Warrington and speak to Louise to whom I express my dissatisfaction at having to call again to chase up refunds for mistakes and absolute incompetence on your part.
Louise puts through a recalculation of refund form for my mobile and landline calls that I’ve been wrongly charged for REF 381826418782181 and tells me I’ll receive a call from the recalculation team within 14 days (17 Sept minus 14 days = 3rd Sept) I’ve received NO CALL AGAIN!!!!!!!!!!!!!!!!!!!!
Oh yes and last but not least Louise informs me that my mobile account and tariff will cease forever from October 2009 and there’s nothing I can do about it!
17/09/2009 2.45pm
I called Talktalk mobile in Birchwood, Warrington and spoke to Matthew because I spent some time on my mobile last night 16/09/2009 on a call to a Talktalk Landline, This one supposed free call has cost me the whole £10 top up and more that I put on 5 days ago!
Matthew looked at the notes on my account and put me on hold twice to speak to Alan (a supervisor or floorwalker? He didn’t seem sure what Alan was, lack of training again I guess, not Matthews fault) Alan was too busy to speak to me, Alan told Matthew to tell me that because my Landline has been migrated and is now a MyTalktalk account rather than a TalkTalk landline account then my mobile cannot be relinked to the account and my mobile tariff is now invalid
I’m now so confused I have no idea what phone/Broadband and Mobile packages I’m on and have no idea how much money I’m owed by Talktalk landlines and TalkTalk Mobile
I expect the least you can do is work out and refund with interest all monies owed to me as I’ve had to outlay my own cash to fund your mistakes and I also seek adequate compensation for the stress and man hours lost trying to rectify your shortcomings
With customer service like this I’m sure your company won’t be around for much longer anyway
I don’t expect to have to contact you again in relation to this matter as I’m sure you wouldn’t expect me to waste anymore of my valuable time

I look forward to your response



Mr C P Fletcher

sneakyb

hmm - very similar to my experience yesterday - although perhaps mine would overload the forum!

I have told my dad to switch to BT for everything and NEVER use talktalk again. It has been an utterly nasty experience dealing with them and I am almost £90 out of pocket.

They have also charged my dad £15 a month for broadband that is at 0.5 speed! When I found out I got him to immediately request it for free. BT are still better though!

tony_one

On watchdog lastweek talk talk mobile confirmed that we would all get our credit returned to our land line account .I phone talk talk and spoke to Mathew and he confirned that we would get the credit at end of october 2009