advice needed re my TalkTalk complaint

SEVENOFNINE_2

I need advice re TalkTalk with whom I am a long-standing customer. To renew my contract for 12 months I got confirmation from a customer service person (probably in some call centre) for line rental, b/band plus £1 more(as he put it) for daytime local calls (as presently), AND 0845/0870 numbers during daytime. My usage of the latter numbers is very small.

As I thought I should confirm this, I sent an email to TT asking for their confirmation on the above lines. Instead I got an email saying (no mention of £1 more) that I could have £2 x 6 months discount but local calls/0845/0870 numbers were available 7am-7 pm and weekends. I sent off further emails insisting that it was unprofessional to change the terms agreed.

Next I rang the customer service line and said I wanted to speak to someone senior and got passed to Retentions. A very pleasant person said I already had 0845 numbers free so I thought that was the end of it but before I could use those numbers I looked at my unbilled calls and found I had been charged anyway for 3 calls.

I sent an email to the 'pleasant person' asking why this had happened and he replied by email that I could use 'say no to 0870 numbers' and that 0845/0870 numbers are included in my plan for an extra £4.49 per month!

I feel cheated and would like to take this further - I don't really want to leave TT as it would mean changing all my financial links and personal contacts. Should I make this a complaint and/or threaten to take this to the Ombudsman?

Would appreciate some advice, thanks.

TalkTalk

Hi,

Have just posted in your other thread:

https://forums.moneysavingexpert.com/discussion/3022092

Regards
Stephen