Talk talk customer service and refund!!

kaczor190

Hi,
I just received the worst customer service ever, i thought BT service was nightmare, but no!!!!!!!...
I switched to TalkTalk two months ago and took out the International Boost. I was enyoing calls to my family in Poland until i received second bill which was over three times what it should be... somebody had turned my Boost off without asking or informing me and my international calls was charged at the standard international calls rate! It cost me around £45 on top of my bill. I phoned the "Customer Service" line straight away to get some explanation. The advisor on the line wasn't very helpful or friendly and when I asked what had happened with my bill he said "I dont know, but you need to pay it because its DD". I asked to speak with manager or supervisor or anyone who was in charge and able to explain to me what had happened. I was then informed that there was no manager working that night but that he would email him requesting a refund for the mistake which would be approved within 48h. I then checked my account after around 56h... and nothing had changed!! I phoned back again and another advisor assured me that everything will be sorted out for me the next morning. I checked my account the next day.. and the day after that.. and it was how i expected ... no money no explanation. When I phoned the following day I spoke with 3 different advisors who all said that they could see that it should be approved tomorrow or maximum day after (deja vu??) When I requested to speak with a manager again, this time somebody was working there. After spending 45 mins on the phone asking for some explanation and being assured that my case will be resolved by the manager that night and that he would call me back (that was great ), I asked for complaints department details to which I received... deaf tone!! They hung up!!
Is there anybody who is able to fix their mistake?? What will happen if I don't have money for my tripled bill?? I will have problems with my bank (i.e. bank charges) and my credit history will also be affected! And why?? Because somebody at TALK TALK made a mistake and there is no one willing to take responsibility for this or even to correct this! Im so unhappy and so angry that I switched from my old provider to Talk Talk

TalkTalk

Hi Kaczor,

I'm sorry to hear you've had some dificulties in getting a credit authorised on your account. I believe some of the problem is due to the fact that the credits system and the way they display for you have not been explained.

Once a credit is raised it shows on your billing account. This would not change the online invoice as it is applied after the invouice has been produced. You would only see the credit on the next invoice that is produced. The credit amount would be taken from the billing total provided it is applied 5 days before the extraction of the payment is due.

If you would like me to check on the credit and the amount to be debited could you please register and post at https://www.talktalkmembers.com/forums in the customer services area and I'll be able to access your account.

Cheers
Emma x

kaczor190

ITS NOT A CUSTOEMR SERVICE ITS A JOKE!!

Hi Emma,

When I phoned TalkTalk customer service no one was able to tell me a straight answer for my question. I can understand that i won't see the refund on my online account but even now I have no idea if I have to pay for TalkTalk's mistake or if it will be taken off of my bill or if it will be refunded next month. Every person I spoke with (and there were many!) at TalkTalk told me exactly the same thing... "it will be approved tomorrow" and when i phoned back to ask again it was the same thing. A company which is advertising itself nationwide can't fix very simple mistake!! I dont think its acceptable.
Also, I've posted my thread and sent you my details on the site you requested.
Michal.

TalkTalk

Hi Michal,

I've responded on the TTMF site now for you. I'll keep you up to date via their now if thats OK?

Cheers
Emma x

kaczor190

ITS NOT A CUSTOEMR SERVICE ITS A JOKE!!

Hi Emma,

Yeah thats ok. Thanks for replying, buti still dont know whats happening with my next payment, its due on 2nd November...

Michal