Talk talk nightmare

Broken_hearted

they have somehow messed up my account big time and claim we owe them money. Each time we prove we do not they say it is sorted, then they disconnected e-mails and still phone 10-15 times a day.

Coopdivi

Talk Talk complaint procedure

How to make a complaint
We are committed to providing the best communications service in the industry. Despite our best efforts, things can go wrong. When they do we want to hear from you so we can put them right as quickly as possible. To make a complaint, please call us on 0870 444 1820 to speak to a customer service advisor. Please refer to our website www.talktalk.co.uk/help/contact-us/phone for opening hours and other relevant contact numbers. Our customer service advisors will try and resolve your problem while you are on the line.
Alternatively you can email us through www.talktalk.co.uk/contactus
Or in writing at:
Customer Relations Department
TalkTalk Group
PO Box 360
Southampton
SO30 2LY
We aim to resolve your complaint swiftly and to your satisfaction, preferably during your phone call. If this is not possible we will confirm the next course of action with you and give, where possible, clear timeframes.
Understandably complaints can take longer to resolve and be more complex. We usually find our customer services advisors can resolve most problems. If however after speaking to our customer services team your complaint is not resolved to your satisfaction you may request to speak to a manager. They may be available to speak to you immediately or may call you back at a mutually convenient time.

If after contacting the manager, you feel we have not dealt with your complaint properly, please ask for your case to be reviewed by a more senior manager.
Alternatively you can put your complaint in writing at this stage to our Customer Liaison Manager at the following address.
Gareth Gilmour
Customer Liaison Manager
TalkTalk Group
PO Box 344
Unit 19
Southampton
SO30 2NP
We will then finally review your complaint to reach a resolution. Where this cannot be achieved we will issue you with a ‘deadlock’ letter. If we send a ‘deadlock’ letter it means there is nothing more we can do to resolve your complaint.
14.2 Still Not Happy?
We want to try and resolve your complaint without the intervention of third parties. However if you are still not happy after following the process explained above, you can refer your complaint to the Telecommunications Ombudsman, Otelo.
Otelo
Otelo provides an independent service for dealing with consumers problems who are not satisfied with the final outcome of their complaints, this is called ‘alternative dispute resolution’ or (ADR). Otelo can investigate on receipt of your deadlock letter or if you complaint has been ongoing more than eight weeks.
If you want to complain to Otelo, you must do so within six months of receiving the ‘deadlock’ letter. If we haven’t sent you a deadlock letter, you must contact Otelo within nine months of making your complaint to us. If you have not received a ‘deadlock’ letter you cannot seek ADR until your complaint has been ongoing for a minimum of eight weeks.
You can contact Otelo at:
Otelo
PO Box 730
Warrington
WA4 6WU

Telephone: 0845 050 1614 or 01925 430 049
Fax: 0845 050 1615 or 01925 430059
Textphone: 0845 0511 1513 or 01925 430886
E-mail: [EMAIL="enquiries@otelo.org.uk"]enquiries@otelo.org.uk[/EMAIL]
Web site: www.otelo.org.uk



Probably best to go straight to Otelo though.



http://www.otelo.org.uk/

rabidmonkey

2 ways to deal with talktalk, email charles dunston, or speak to high level complaints. Nothing else works as the phone monkeys don't have authority to do anything.

High level complaints will also send you written confirmation, something that the monleys can't do. Keep that written confirmation, for years, as it may be important if they try and take you to court for the 'debt'. Nothing amuses the bench more than a company sueing someone for a debt they admit, in writing, is not owed.

TalkTalk

Hi,

I can only apologise for the issues you have encountered with your TT account

As we can only provide limited support via MSE I would ask that you register on the TalkTalk Members Forum (http://www.talktalkmembers.com/forums) where we can provide full account support and investigate further into this issue for you.

Regards

indigoviolet

Good luck they are so incompetent its like banging your head against a brick wall.
don't bother phoning write only and send any letters by recorded delivery, even e-mailing is uesless.
and got straight to the top anyone in between are useless.
get rid ASAP.

TalkTalk

Hi Indigo,

Again I have already advised you join the forum.

I appreciate your frustration however of the contact methods you have listed you neglect to mention the TalkTalk Members Forum, to which you have been specifically invited as we want to support you and resolve your issue.

I look forward to seeing you on the forum so we can work towards alleviating your frustration and resolving this issue in full.

Regards

indigoviolet

TalkTalk_Company_Representative wrote: »

Hi Indigo,

Again I have already advised you join the forum.

I appreciate your frustration however of the contact methods you have listed you neglect to mention the TalkTalk Members Forum, to which you have been specifically invited as we want to support you and resolve your issue.

I look forward to seeing you on the forum so we can work towards alleviating your frustration and resolving this issue in full.

Regards

What a lovely invite to join the members forum.
just another way to be ignored.
wouldn't it be simpler for talk talk to do the right thing and sort this mess out.
ok one easy question for you !!!! why would they withhold account details from me

TalkTalk

Hi Indigo,

We do want to help you resolve this issue however this requires us to look at your account.

This can only be done once relevant security checks have been completed.

As we cannot exchange personal details via the MSE forum this can only be completed via the TTMF forum. I can assure you all issues on the forum are picked up and addressed in chronological order. Your issue will be treated with the same regard as all other and all support threads will receive a reply and investigation where relevant.

In regards to your questions I cannot advise you any reason why, I have offered to help you with this issue and advised how to do so, so under no circumstances am I withholding anything from you as there is nothing gained from doing so.

Regards

indigoviolet

TalkTalk_Company_Representative wrote: »

Hi Indigo,

We do want to help you resolve this issue however this requires us to look at your account.

This can only be done once relevant security checks have been completed.

As we cannot exchange personal details via the MSE forum this can only be completed via the TTMF forum. I can assure you all issues on the forum are picked up and addressed in chronological order. Your issue will be treated with the same regard as all other and all support threads will receive a reply and investigation where relevant.

In regards to your questions I cannot advise you any reason why, I have offered to help you with this issue and advised how to do so, so under no circumstances am I withholding anything from you as there is nothing gained from doing so.

Regards

Talk Talk repeatedly ignored my requests.
for accurate information,
As it is i have now managed to sort this mess out.
get my money back and hopefully never have anything to do with your company again.
all i can say is you must be very busy on the T/T forum pity the company isn't run better.
but i suppose you would have to pay more to get better staff .
more customer service training needed i think.

bbriggs

Hello,
Talk talk can be a pain but my problem was resolved with an email to charles dunstone [EMAIL="dunstoc@cpwplc.com"]dunstoc@cpwplc.com[/EMAIL]

Resulted in a phone call and email explaining problem resolved. For some reason even if customer servcies do take on aproblem they cant seem to rsolve it, maybe their system is too complex to negotiate?

Bob