Talk Talk charged me for calls not made!

kayl

I changed my home telephone to talk talk last month, and have now got my first online bill. When I checked that I discovered a charge for calling the speaking clock twice within 1 minute.
Only my 2 daughters and I live in the house, and none of us have ever called the speaking clock (they didn't even know what it was) and not only that, but at the time on the bill we were all away from home.
I have called Talk talk about this, and they are insisting that the calls were made. I was promised that someone would call me about it, but they haven't - I am obviously aware of how poor their customer service is. Has anyone any suggestions? The cost is only 62 pence, but it is the principle that concerns me, as well as the fact that if these imcorrect charges can appear once, who knows how much they might be another time

baby_frogmella

Register on the talktalk forums and post your issue here. One of the OCEs should refund you the charges.

In future, i suggest you regularly check your unbilled calls online, that way you can immediately dispute any charges (if it happens again).

DVardysShadow

Do you have a sky box connected to the phone line? These are supposed to ring home once in a while, but I have a feeling it has come up before that the sky box can sometimes set to dial the speaking clock for some reason.

kayl

Thanks to both. I have posted on the forum, so I will see what happens
I do have a sky box - should I contact sky about this to check?

Heinz

kayl wrote: »

Thanks to both. I have posted on the forum, so I will see what happens
I do have a sky box - should I contact sky about this to check?

Check your Sky box yourself.

Services
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The 'Dialling Prefix' should be empty (if it has 123 in the box, that's your problem).

kayl

Thanks, I will try that tonight.
An update with regard to the forum - it won't let me join to post, as when I try it says that it does not recognise my phone or account not ( they are definitely correct, as I am reading it off the bill!) Have sent an email about this, but no reply. I fear that the reports of Talk Talks' appalling customer service are true

TalkTalk

Hi Kayl,

how did you get on?

We should have replied to your request for help on the members forum as our inbox is now clear.

Cheers

Ady

DougHyde

I too have been charged by Talktalk (TT) for making calls to the Speaking clock (123). It is only pence but they are charging me for calls I could not have made as I have NEVER had a phone plugged in, I use the line purely for Broadband (no Sky/Virgin or TV services). I have called them from my mobile, which ironically cost more than the alleged speaking clock charges on my bill and they have "investigated" and claim that I did indeed make the calls.
When I contacted the TT forums and provided Visa stamps in my passport proving that I was out of the country for 6 weeks (I live alone AND have never had a phone plugged in AND my laptop was with me whilst I was in America) when I was billed they investigated further and still came back with the response that I had to have made the calls. I feel really offended by their responses telling me twice that I made these calls despite me providing personal information to them proving that I was not in the country and they can see from their records that I have not made a single call in 2 years because I have not got a phone to plug in.
How many millions of TT customers are potentially being billed for calls never made and how much is this adding to their profits and sponsorship deals? It is really frustrating dealing with this company and not one I will be dealing with in the future.

TalkTalk

Hi doug,


If you join the TalkTalk Members and post the details of your issue in the customer service and billing section we can investigate into this for you.

Regards

Mark