Problem with Talk Talk

Gloomendoom

I'm just going around in circles with TT. Today they ignored two requests for a letter of deadlock. Instead, they replied with a virtual carbon-copy of the reply they sent me back in March, saying that they have referred my issue to the 'Finance Department' who will decide on how much of a refund is to be applied to my account. They even gave me a reference code. I ought to be happy, but this is the third or fourth time that they have told me this. And each time they come back and ask me to settle my outstanding bill for March.

They have mysteriously 'solved' my issue before too, so I have to raise it again.

I might have more faith in them if they could at least manage to spell their own names consistently. I now suspect that they have some kind of random name generator that creates plausible UK sounding names for them to sign their correspondence with.

hotpot1000

I ask TT about the contradictory replies Ive had and they dont answer my questions, just thanks for email, the contents of which have been noted, etc.
Today they emailed to say that the person dealing is out of the office.

I expect the TT rep will be back here to help us...........:)

hotpot1000

since I asked TT to answer questions Ive repeatedly asked- they now say it's all being referred to finance and they will let me know.

Meanwhile the debt collectors have written and threatened solicitors/legal enforcement despite the fact I wrote to them immediately I received their first letter -they say I have failed to reply which is untrue.

Talktalk company rep - where are you? why cant I get a straight answer?

Gloomendoom

They haven't said...

"They will have an update in 72 hours and the reference is as follows..."

have they?

That's what they keep saying to me. Then I wait and hear nothing. Then they send another email saying that as they haven't heard anything from me they are going to consider the matter resolved.

Then I reply saying "Oh, no you're not", and the cycle continues.

I challenged them on this today and they told me that I had to contact them after 72 hours to get the update, not vice versa, presumably on their 10p a minute phone number.

This morning, I sent another recorded delivery letter asking for a refund or a letter of deadlock. My last letter was responded to, but just had the same old spiel about referring it to the Finance Department. They also said that a MAC did not count as notice of cancellation of service. This is at odds with what the email that accompanied the MAC said, so I enclosed a copy of that for them to mull over.

hotpot1000

No I havent had that from them,
latest was
In relation to your email, I have escalated the matter to our Finance Department and requested they investigate the matter further. Once an update is available, Nicola will be in contact with you.

I havent had a letter in reply to mine in which I complained to TT & had a hard copy of my new supplier invoice, I sent end of April.
Have a second letter in post as per OTELO advice, asking for reply within 14 days.

I dont think we'll get deadlock letters, as they seem to be avoiding them for some reason, it seems the logical next step if theyre not willing to agree with us.

hotpot1000

I waited a week for Customer Management Team to reply and got this

Thank you for your email, the contents of which are noted.

I have checked your account and can confirm that the Billing Department have authorised a credit of £33.49 for your account. This will clear the outstanding balance of £33.02 and there will be £0.47 refunded directly back to your account.

Please allow up to 28 days for this to be refunded, however you may receive it in the next 5 working days.

I have now noted my records that this issue is resolved.


Hope you are sorted Gloom

Gloomendoom

Well it looks like my dispute with TalkTalk might finally be over. This morning I received a letter from them in which they say they are going to give me a refund for the money they charged me after I switched to O2.

They also say the the 'confusion' occurred because 'some providers' do not use MAC codes. They go on to say...

"If you choose to transfer your services to such a provider, you will need to contact us to cancel the account when they have given you a go-live date for your new services. Upon failing to do so, your account will remain active and you will be charged."

So O2 don't use MAC codes? That's news to me, and it's probably news to O2 too.

hotpot1000

Im away fm home so will have to wait to see if theyve written to me, by email TT have confirmed theyve called off the debt collectors and are refunding.

They never mentioned to me that MAC's are sometimes not used and Ive never heard that before.

Next time I switch I will send a letter of cancellation just to be sure.

hotpot1000

My account has been settled now, ended up with 47p credit off tiscali and theyve called off their debt collectors, seems they sat up and took notice when I mentioned Otelo.

terrierlady

lucky u they are still pulling money from our closed account dispite speaking to call center when we moved and ref number etc and no line at the old address they are modern day bandits....:mad: