Otelo complaint

ManicMum

Hello

I am looking to go to Otelo about Talktalk. I have tried to find a website but keep getting a general ombudsman one. There's a form you can fill in but nowhere does it allow you to explain your complaint. Just dates etc.

Is this the right thing to use?

If Otelo contacted TT they wouldn't get the whole story as I have been back to TT since my initial complaint, which was dealt with. I went back to them as they witheld information from me about compensation arrangements despite asking them. Although I 'accepted' the outcome to my complaint this was based on false information given to me. As I was not informed of the compensation available, despite asking them and being told lies, I was therefore misled into accepting the resolution to my complaint. I have tried to explain this to TT but they just say I accepted the outcome and that is that. I don't know what else I could have done to furnish myself with the facts about compensation? If you ask and are told 'no' then what else am I supposed to do? TT are the most unreasonable, customer-unfriendly buffoons I have ever come across.

thank you.

Heinz

ManicMum wrote: »

I went back to them as they witheld information from me about compensation arrangements despite asking them. Although I 'accepted' the outcome to my complaint this was based on false information given to me. As I was not informed of the compensation available, despite asking them and being told lies, I was therefore misled into accepting the resolution to my complaint.

I am sure they will have recordings of the calls which will prove the facts, one way or the other.

Or perhaps they won't.

System

Otelo has renamed itself 'Ombudsman services communications'.
http://www.thinkbroadband.com/news/4637-otelo-rebrands-to-ombudsman-services-communications.html://
I think you'll have to formally complain to talktalk, again, this time that they misled you about compensation. Then, talktalk must either give you an answer about the compensation issue, and tell you you can go to the Ombudsman if you don't accept the answer; or if talktalk don't give you an answer in 8 weeks, you can go the Ombudsman.

The Ombudsman's 'printed form' that you can download from their website (once you've confirmed that you have already complained to talktalk and waited 8 weeks) is, as you say, confusing, since it only gives you a tiny box to write details of your complaint, with the confusing heading 'incomprehensible invoices' or some such. I think they mean you to write a brief title for your complaint in the box, and attach a full account, with copies of relevant documents.

Alternatively, if you are reasonably sure, from what you now know, that you have a contractual right to compensation (eg because talktalk failed to provide their services with reasonable care and skill, and you lost money as a result), write a 'letter before action' to talktalk demanding compensation, and stating that you will make a claim in the County Court if they do not pay. This is easy to do: google Money Claim on Line. You claim your compensation, plus the court fee, which is £25 or so.

ManicMum

I did send them a letter when I realised they had lied to me about compensation arrangements. I asked them not to phone me but communicate via letter but they ignored that and someone from CEOs office began to harass me with phone calls and emails which I am also angry about. Even after I reminded them of my wish, he called me again. Kept banging on about how I had no case. I found it quite stressful and don't think they should be allowed to treat people like this. If I had no case then why did he keep contacting me? They really are a rogue organisation. New CEO supposed to be putting the house in order. I would suggest she hurries up.

thanks

smileylondongal

I called Consumer Direct about them recently and they advised me Otelo no longer existed and to go through Ofcom - not sure if this helps!

Heinz

Otelo has changed its name.

http://www.thinkbroadband.com/news/4637-otelo-rebrands-to-ombudsman-services-communications.html

ManicMum

why can't they keep the same name? It's confusing. At first, I thought I'd landed one of those fee-based companies. I thought there was a new umbrella organisation called Ombudsman Services but guess not? More wasted money on re-branding. I give up!