TalkTalk Business Missold me and now want me to cough up

GarthVader

Hi

I used to be with Pipex for business and had reasonable monthly bills of about £100, which included mobile phones - which I call alot.

Pipex were apparently purchased by TalkTalk and then TalkTalk tried to move me to a new package. I received many sales calls all of which I ignored, because the packages didn't include mobiles. Unfortunately one salesman I listened to told me he has a package where all calls, even to mobiles, were included.

I saw my current package as very good, so I was reluctant to move onto this TalkTalk package, however, they clarified and reassured me countless times that I get free calls to mobiles and it would save me money. I consequently agreed to sign up with them.

Some time back I had my first bill, which was nearly £300. I naturally hit the roof and called to find out why and was told it was because if the mobile calls I was making...

I've spent, as is to be expected with TalkTalk it seems, hours and hours being pushed from pillar to post. I have made a complaint, which I understand should be answered within 28 days.

After 35 days I phoned to find out what was going on, why they haven't answered my complaint and what they found out from listening to the sales call they said was recorded.

After an hour on the phone, I was rudely told it's 28 working days and that they're having trouble finding my phone call.

They're saying if I want out of the contract I have to pay them £600.

I want to take them to court, as in my opinion I have a strong case. Why would I move from a contract that allowed free mobile calls to a contract that doesn't?

Any advice on what I can do would be appreciated, because many have said it's my word against their's and I'm not a large telecoms company.

They have no right to lie and then cover their back. I am so angry about this and really need to know where I stand and what I can do to get out of this mess. I also feel I need compensation as the contract I was on no longer exists and them moving me off it, no matter how you look a it, will cost me an arm and a leg!

Thanks!

Paul_Varjak

Follow their complaints procedure and if the don't budge, complain to OTELO - that will save the time and expense of a court hearing and it is completely free to you (TalkTalk have to pay even if you lose).

But you must follow the TalkTalk complaints procedure to the letter.

bod1467

It's OTELO, but the rest of the advice is correct. I think you can complain to OTELO if you don't get a satisfactory response to your complaint, or if the complaints process has taken 10 weeks or more (without resolution).

asbokid

GarthVader wrote: »

Hi

I used to be with Pipex for business and had reasonable monthly bills of about £100, which included mobile phones - which I call alot.

You should ask for the Mega Mobile Builder Add-on (£30+VAT)

Pipex were apparently purchased by TalkTalk and then TalkTalk tried to move me to a new package. I received many sales calls all of which I ignored, because the packages didn't include mobiles. Unfortunately one salesman I listened to told me he has a package where all calls, even to mobiles, were included.

Yup, that's the one. Mega Mobile Builder...

500 mobile minutes a month to any UK mobile (except 3 Network) at 40% off our standard call charges.

I saw my current package as very good, so I was reluctant to move onto this TalkTalk package, however, they clarified and reassured me countless times that I get free calls to mobiles and it would save me money. I consequently agreed to sign up with them.

Not free mobile calls, but 40% discount off the normal rate. Still a stunning deal.

Some time back I had my first bill, which was nearly £300. I naturally hit the roof and called to find out why and was told it was because if the mobile calls I was making...

You must have made a lot of mobile calls.

I've spent, as is to be expected with TalkTalk it seems, hours and hours being pushed from pillar to post. I have made a complaint, which I understand should be answered within 28 days.

After 35 days I phoned to find out what was going on, why they haven't answered my complaint and what they found out from listening to the sales call they said was recorded.

After an hour on the phone, I was rudely told it's 28 working days and that they're having trouble finding my phone call.They're saying if I want out of the contract I have to pay them £600.

That sounds right.. 24 months at £28.14 inc VAT, plus Mega Mobile Builder (£36 inc VAT) plus International Builder £7.20 inc VAT

In fact at £71.34 a month, you are getting out of the contract early.

I want to take them to court, as in my opinion I have a strong case. Why would I move from a contract that allowed free mobile calls to a contract that doesn't?

Only the first 25 minutes of mobile calls were free on your old Pipex contract. After that, mobile calls were much more expensive than with your new TalkTalk contract.

Any advice on what I can do would be appreciated, because many have said it's my word against their's and I'm not a large telecoms company.

They have no right to lie and then cover their back. I am so angry about this and really need to know where I stand and what I can do to get out of this mess. I also feel I need compensation as the contract I was on no longer exists and them moving me off it, no matter how you look a it, will cost me an arm and a leg!

Thanks!

Can you prove that this offer of free mobile calls was made? Or was it based on a misunderstanding? If so, perhaps you can ask for a payment plan?

jimmyboy1980

I too am having a very similar problem. I was told back in March that my payments wouldn't get taken prior to the end of the month ( I get paid on the last day). Before is no good as I haven't the money in my bank. I renewed my contract with them this year and was told at the time payments wouldn't get taken prior to the last day. I too re clarified this 4 or 5 times. The following month they notified me of a payment being taken on the 29th. I spent 40 minutes without resolve on the phone to there customer services explaining that this wasn't our agreement in our verbal contract. I got nowhere with them - even after 5 more emails explaining it all. In the end I had to cancel the standing order and pay manually on the day. Now they are trying to charge me extra £4.50 admin fees per month for manual payments! I too have written them a letter and had it sent recorded delivery. I am awaiting the response. . . Let me know how you get on please