Talk Talk's Incompetent Customer Services

Harry_Bentley

I have had an ongoing issue with TalkTalk’s Customer Services and Billing department for the last 7(yes that’s seven) months with varying explanations and excuses basically showing TalkTalk to be incompetent and unreliable.

It started in June/July when I paid June’s monthly bill 2 weeks later than usual due to being in hospital with ill health. TalkTlak say they never received this late payment and subsequently put restrictions on my phone which were lifted and replaced over the seven months continuously. I have been told the payment was found then lost again. I have been given Customer Care Credits, which I have been told were not credits and that they were applied to cover the missing (found) payment. I was also told that who ever gave the credits had no authorisation to give the credits and I should not have received it.

I have wrote a letter of complaint which was sent recorded delivery only to be told they had not received the letter and no complaint was registered on their systems. I have also wrote a letter of complaint to the CEO Charles Dunstone which was sent Special Delivery and was phoned by a Customer Care Operator who basically told me the same as all the other CCO’s. He even told me that there was a payment missing and quoted 4 different months that the payment was missing from. He also confused himself when trying to calculate the amount that was owing, and seemed quite embarrassed when I explained how he should have worked out the sum.

I was even told by one CCO that if I paid my bills then there would not be a problem with my account. No matter who I speak to they do not seem to be able to work the bills out correctly. I have a complete paper trail of all my bills and payments, with receipts that I pay in my local bank branch directly into TalkTalk’s account. They have now passed the amount they say I owe on to a debt collecting agency who are threatening me with bailiffs to take money or goods to the value of the bill. Including the charges they have applied.

I have even been paying my bills throughout the dispute only refusing to pay the amount they say I owe when I know I do not. The amounts they say I owe is carried forward on the bills and plainly seen. I did not have to pay my bill one month as the Customer Care Credit covered the bill except for £0.46 which was carried forward to the next month. Then I was given another Customer Care Credit which covered the entire bill, therefore I did not have to any anything that month. My account is completely up to date yet they say I am owing them money.

All I want is for my bills to be rectified and to transfer to a different supplier for a peaceful and quite hassle free telephone line. This nightmare has done my ill health no good, nor my wife’s ill health.

If you are looking for a new supplier of your telephone then DO NOT consider TalkTalk as they are by far the worst supplier of telephones in my experience in the UK.

I am going to e-mail the CEO Charles Dunstone and hope for a better response than I have had to date.

bigblackdog

i agree with you totally , it took us eight months to completely extract ourselves from there billing , after switching
they still kept billing us for calls , put stops on our phone line , left automated messages , threatening letters it goes on
a thoroughly unpleasent experience , and they try to tell you its all your fault!
i would be very happy to see this company go down the pan , truly bad customer services , glad to be free of them !!!