TalkTalk Customer, Need Help.....?

alex13_3

Hello, I wonder if you can help. I joined Talk Talk in November with home phone and broadband package. I was told at the time by the salesman that the connection fee of £29.99 would not apply. This was also confirmed in the contract I signed at the time.

On my January bill I was charged this connection fee. Several emails back and forth and I am still no further forward. I was told it would be refunded by my fourth bill (February) This has not happened.

The latest e-mail says that they can see no record of this offer and that I have to send them documentation proving that I was not to pay this. I have been asked to do this several times which I have refused to do as surely they have a copy of my contract.

Thank you

Alexandra

lola234

Hi Stephen,

My mum emailed you on 16th February because she seems to be paying both Talk Talk and BT for her phone calls but to date she has not received a reply. She has now decided she would like to cancel the service but cannot afford to spend hours trying to get through to someone on the 0870 number (as BT are charging her to do so). Please can you let me know the procedure for her to cancel either by email or post.

Can you also confirm that there will be no penalty for cancelling? She was originally a Tiscali customer and doesn't appear to have any kind of contract information from you.

Many thanks in advance.

xBubblesx

Hi Stephen,

Could you able to have a look at my thread when you have time.

https://forums.moneysavingexpert.com/discussion/3072594

Thanks.

pinkemsy

I posted asking for help on 22nd February but haven't heard anything yet. Either way, I have decided to cancel Talk Talk - absolute nightmare. Trying to get my Mac code has also been a nightmare.... I have a funny feeling I won't be receiving it, despite the painfully long call this morning practically begging for it!

loopy_lass

stephen i have emailed you two weeks ago and had no reply, i am considering signing up to talk talk, but after reading these posts i am somewhat concerned that things will go wrong.

i am currently ill and house bound and need the internet to stay in tough with family and work, but im on a low income and cannot afford talk talk to mess up the payments i.e. take too much from my account and take too long to put it back..

what do you suggest?

loopy

patman99

Mr Talktalkrepresentative, I just want to know why your company's sales team are such a bunch of lying, clueless idiots. Before Christmas, I got a call from a South African trying to get me to go back to TT because I could get up to 24Mb/s on my local exchange (Marks Tey), 'Hang on' says I, ' I was speaking to a BT engineer not less than 30 minutes ago as I was strolling past that exchange on my way home. He assured me there is no LLU kit anywhere in the exchange'. 'He is lying' replied the TT sales guy.
Anyway, I stood my ground and insisted he was wrong. Boy did he get the ar5e, he hollered down the phone at me the HE was right and I was just a clueless customer.

Well, if that is how your sales team go about recruiting customers, then I'm glad I never had to deal with C/S or T/S.


Just for info.

CPW have now contracted 'The Geek Squad' to carry-out at-customer installation and fault-finding for their group of companies (AOL, TT etc.). To qualify to become a Geek Squad engineer only requires you to pass an online questionaire. Each answer can easily be found via google. So I'll leave it up to you to decide if the spotty youth who roles-up at your door is really knowledgeable enough to do the job in hand.

cruesfan

I can't help wondering whether this thread should now be closed.

It was opened by a representative from Talktalk, and it seemed like a good idea.

However, the aforementioned representative hasn't responded to quite a few queries that have been posted in good faith. Indeed, his last post on this thread was on 22 Feb.

Yet another example of the poor standard of customer service offered by Talktalk, I'm afraid.

loopy_lass

yes two emails and a post on here has had no response... not good.. maybe hes on hols or off work? benefit of the doubt, i dont know. but im very very warey

loops

David_Neville

Dear Stephen, or whoever takes up the baton, I have been having issues with your company ever since I agreed to transfer to them from V_____ last year, we were promised the moon and sixpence to quote an old saying, and to be fair the internet service has been good, we've had no incidences of the router dying like we used to get before, anyway, an engineer called and connected our phone and internet on 01/07/2010, and the internet went live within about an hour of that which pleased us no end, but, when we were sold the package I can recall being told that "All we had to do was sign up, and leave the rest to us." (they would terminate our existing contract with V_____ for us). And now having had to pay out another £90 to V_____ for unused lines, all anyone will say is "Oh, no, we wouldn't have said that!" but I'm neither stupid nor delusional, I know what I was told, and I'm still damned annoyed over this, I'm an unemployed single father of two and money is tight, I don't drink or smoke and we don't have holidays, we go without a lot and this has been a real problem, had I been told it was up to me to terminate V_____ I would have done so without fail, but I unfortunately believed what I was told, and now no-one's taking responsibility.
Anyway to more recent times, I was checking through some old paperwork which sets us normal monthly bill amounts of £28-£30 a month but I noticed that on the 06/09/2010 we were apparently debited £109.12p and then again on the 07/10/2010 we were apparently debited £137.35p now I certainly recall having agreed to a one-off payment of around £90 for connection, but am not in a position to check whether that was collected prior to these dates, and having tried to ring a customer service number (which incidentally you do not have on the bills, is this deliberate?) I got through to a particularly unhelpful South African call-centre who informed me that this information was no longer available, and he could not give me the number of anyone who could access this data, this is frankly ridiculous, although I can see why a call-centre wouldn't necessarily have access to all that information, but your company seem to go to unbelievable lengths to guard it's own 'phone numbers from the customers who would find them useful, I've never seen this in another company, all the useful numbers are usually right there on the bill, now I need to know why these charges were so high? and it would be nice to receive a personal written reply detailing the charges from the time I joined your company, it has been a mixed bag of experience so far but I don't believe that it's beyond salvation, a little personal attention would go a long way. Yours expectantly David Neville.

David_Neville

Addendum: Sorry didn't edit the connection fee correctly, should have been £29.99 - I think!