Talk Talk trying it on???

amilotte

Phew, letter completed ready to send tomorrow.

Along with Facebook groups slating TT and a Watchdog report I have just read an interesting article in the Guardian Money supplement about a Trading standards officer having to fight them personally over their poor service!

I will never ever go back to them.

Fingers crossed these issues will be resolved asap!

Kolosl

Well... I am so glad I found these posts, I have actually registered just to write on here, I really did think that when I spoke to the arrogant, patronising, rude representative at TT today - that he had taken a personal dislike to me, but, having seen several people have had the exact same treatment I feel relieved!!

I have been a customer of TT for approx 9 years. They sent me a broadband router package earlier in the year for no apparent reason. I called them and was told that due to an internal error broadband had been applied to my account and that I was not to be concerned as they had removed broadband from my account and would send me an envelope to return their equipment (I do remember thinking it would not have hurt them to apologise for their error as the representative was very arrogant back then too!

I have a baby and he was taken very ill in April and I spent most of the month in a London hospital with him. When I finally got back to normal life I noticed that my TT bill had a cancellation fee on it, but I didn't get around to calling them, the following month I did notice my bill had slightly increased, so I thought I'll just cancel and move back to BT for my calls. I did this but then continued to receive bills from both companies, so took it up with BT as they had advised they would cancel my TT account for me. (this is relevant I promise)... TT rang me today to say BT had advised I wanted to cancel my TT line and I confirmed. They then proceeded to tell me about the £70 disconnection charge. I advised that I actually already paid one of these in error back in March, and the representative advised that in march I started a new 18 month contract - that I had absolutely no knowledge of, other than the fact THEY made an error and placed broadband on my account by accident... I told the individual that I would not be paying the £70 and he proceeded to tell me that he works all day and has a young family and that EVEN he could MANAGE to call a company if they charged him too much and that I should have called sooner, I tried to explain to him that I DID NOT KNOW I HAD STARTED A NEW CONTRACT - but not sure if he was hard of hearing or just thick - he just talked over me and every time I asked anything would say "i will tell you for the third time!" He was seriously the rudest man I ever spoke with in my life. I asked to speak with his manager and he said he would get the manager to call me within two hours, when I asked for a phone number, just in case the manager didn't call he said there wasn't one, finally he gave me the useless customer service number. No surprises his manager didn't call!

Sorry I know this is going on and on and i'm sure there must be a limit as to how much you can write here, but i'm so glad to get this off my chest...

I said to the representative that I would definitely not be paying the £70 and that TT would have to take me to court, to which he replied, we will send it to a debt collector, who will charge you double for their trouble and it will result in baliffs!!

I am sooooooooo angry, but grateful for the address etc above, I really am so glad to have found this forum. Good luck everyone, maybe it's time TT were taken back to watchdog don't you think...

Heinz

Is it me or is a pattern developing here?

amilotte

I quite agree with you Kolosl, you would have thought the very fact that they have only just appeared on Watchdog would have made them buck up their ideas but no!

There seems to be a bit of a pattern arising here with people being randomly put onto 18 month contracts. My argument has always been that if you have been a long standing customer who has never requested a cheaper deal why would THEY suddenly approach US with a better offer!?!

Customer services, as you say are useless and rude - I wonder whether we spoke to the same guy re the disconnection fee! Even the guy that I spoke to at the debt collection agency appeared to take the same hard line as TT and probably used the same script that TT customer services appear unable to deviate from!

Maybe they actually realise what an abominable company they are and realise that they have to resort to stunts such as these to make people stay with them!

I can sympathise with you re not dealing with the letter at the time, I have baby brain at the mo and am struggling to deal with everything that goes on in daily life while also preparing for a baby! I can equally imagine that TT was not at the forefront of your thoughts when dealing with an ill baby!

I have sent my letter (3 A4 pages!!!) today by recorded delivery advising that as I am 37 weeks pregnant I would appreciate this being resolved as soon as possible but I wont hold my breath! If they refuse to drop this then my next letter will be advising of my plans to counter sue for stress!

Kolosl

I sympathise with you, a conversation like I had today could easily send you into early labour... I'm quite a strong person but the guy left me shaking and in tears, mainly through anger. I too have just printed off a 3 page letter and will be posting recorded delivery tomorrow, I have also logged it with Watchdog and I did see an official ombudsman website link in a thread on a different fourm here, so if I don't hear back, will contact them too.

Don't let these idiots ruin your pregnancy, you enjoy your last couple of weeks, before that baby arrives )

DVardysShadow

amilotte wrote: »

...
There seems to be a bit of a pattern arising here with people being randomly put onto 18 month contracts. My argument has always been that if you have been a long standing customer who has never requested a cheaper deal why would THEY suddenly approach US with a better offer!?!

How could that arise? Have TT been offering staff irresistible incentives for getting people to change, so irresistible that the staff change people anyway?

Kolosl

I received an email reply to my complaint today advising that when TT put me onto the new 18 month contract that it was up to me to return to my old tariff within three months of changing... However, I was never advised that my tariff had changed, TT sent me a broadband package in error, i returned it and they had advised that it was an internal error and that my account had been put back to it's original state after the error... not the case! I am now contacting trading standards and offcom as TT are still asking me for £70 for something I never even knew I had, this so sooooooooo ridiculous!!

Heinz

Post #14 gains more 'evidence' I think.

amilotte

Kolosl wrote: »

I received an email reply to my complaint today advising that when TT put me onto the new 18 month contract that it was up to me to return to my old tariff within three months of changing... However, I was never advised that my tariff had changed, TT sent me a broadband package in error, i returned it and they had advised that it was an internal error and that my account had been put back to it's original state after the error... not the case! I am now contacting trading standards and offcom as TT are still asking me for £70 for something I never even knew I had, this so sooooooooo ridiculous!!

How funny, I received an email yesterday too!! It was in response to the intitial email I sent with limited word capacity so am hoping for a more thorough reply when they receive my written letter.

The reply was littered with inaccuracies such as that they instructed BT openreach immediately to fix the line - if that was the case then why did it take 12 days for them to find that there was a fault at the exchange?! Also, they are reporting that they sent my final demand letter two days earlier than my letter is dated!

Oh and they hold no responsibility for my inability to conduct my business from home without the landline/broadband. That is, in itself, fair enough but they are not seeing that I could not be expected to stay with a company offering a substandard service when I need these services to be available at all times not intermittently! :mad::mad:

Arrrrrgggggghhhhhhhh!!!!!

Kolosl

Well I have today logged a complaint with Ofcom, sent an email to Watchdog and am going to contact Trading Standards tomorrow. To be honest I would rather pay a solicitor £1k than give TT a penny for something I am within my rights not to pay for!!

Ofcom advised that I needed to send a second dispute to TT's ADR (alternative dispute thingy), so I have done that too...

Can anyone let me know if there are any other companies I can contact regarding this that may be able to help me, as TT seem completely incompetent at addressing my complaint properly.