Talk Talk - attrocious service!

marc.faulkner

We signed my mother up with Talk Talk in June, because they seemed to offer the best value service for her needs - what a mistake!

Before signing up, I called them to explain that there was a history of nuisance calls on the number and that the number would need to be changed if we switched to them - they confirmed this would be fine.

Signed up online to take advantage of a promotion, all paperwork came through with the old number on so, just to be sure, I called them on 18th and was advised that it was fine - they couldn't renumber until the transfer was complete (28/06) so to call back after then.

Fast forward to this weekend and I called on Saturday and spoke to a person who could barely speak English who told me that he'd put the request in (it now transpires he said she's been receiving life threatening calls - not the case!) and it would action that night.

Sunday comes, number still the same so I call back and reach another foreign gent who, without even looking at the account, fobbed me off with 'it'll happen at midnight' and put the phone down.

I had to go home then (150 miles away) so my mother has called back this morning and they are now refusing to change the number without a crime number, despite us advising the first agent that we didn't have one and couldn't supply one (the police, due to the nature of the calls, will not issue one). She explained that I'd been dealing with it, so they asked her to get me to call.

I called and was accused of committing fraud by trying to discuss my mothers account, despite the notes from a previous agent asking to speak to me and my mothers consent for me to act on her behalf.

Hope that the TalkTalk rep on here sees this, as TalkTalk care are ignoring me on Twitter and the call centre are impossible to deal with.

Perhaps we should just cancel? Oh yeah, I did suggest that but the agent 'hash' told me this was not possible, despite them failing to deliver on their promises. :mad:


Sorry, rant over!

TalkTalk

Hi,

first of my apologies if my collgeagues have misled you. I am the same Ady working Twitter and have not been ignoring you, I work all the external forums.

In order to get a renumber in the circumstances, I will need to treat this as a Sales Compliance complaint. Retrieving the call can easily take over 24 hours.

I will need to complete DPA with the Account holder. If you could ask your mother to send the answers to the questions to the email address you sent the complaint to.

* Are you the account holder
* Please confirm the phone number that your query relates to.
* Confirm your full name
* Confirm your date of birth
* Alternative Contact Number

Ady

marc.faulkner

Hi Ady,

Thanks, I'll get her to send the details over from her email address now.

The call in question is the one on the 18th June, that's the one you'd need to listen to where I was specifically advised (by a very curteous and helpful agent, I must say) that my Mother could have her number changed without a crime number etc.


Thanks,

Marc

tristan1979

Er..... Ady, why was it last year when I had the same problem my number was changed the same day and without charge despite no crime reference number? Could it be because I threatened to have my TalkTalk service disconnected?

marc.faulkner

Just wanted to update that as yet this remains unresolved.

I understand that it is being worked on, however I have asked for an update on behalf of my mother this morning but haven't yet heard anything...

marc.faulkner

Have now been advised via Twitter that it will take at least 5 days for the renumbering to happen, yet their call centre have already advised that if we paid for it they could do it same day...surely the fact that we were lied to and have made a formal complaint should mean that this is dealt with as a priority?

Ah well, perhaps I should spend my afternoon on some comparison sites and find a company that actually care about their customers instead? A company that want the business and that don't lie to their customers...

TalkTalk

Hi Marc,

as you have already posted we don't have a process to complete this task any sooner for you.

I will provide updates as we receive them.

Ady

Lorian

You might consider a truecall unit too. Greate peace of mind when trying to protect relatives from unwanted callers.

marc.faulkner

Ady, I hear what your saying and naturally if that's how long it takes the there's nothing further we can do.

Perhaps it would be a good idea to communicate this information to your call centre agents, so that they don't keep misadvising your customers?

When I first called, I was told it would be instant. When I called this morning (just the general number, without giving any details - to see what advice was being given out) I was twice told that if I paid it would be done the same day.

You've stated quite categorically that this is not possible, so why are your agents lying to customers?

TalkTalk

Hi Marc,

I have sent your mother an email to update on the state of play.

I can't tell you why those advisors have offered the advice they have. I amongst many here have spent years trying to provide feedback about the poor service offered at first line to no effect.

I can however promise that I can and am doing everything in my power to resolve this as quickly as possible.

Ady

marc.faulkner

TalkTalk_Company_Representative wrote: »

Hi Marc,

I have sent your mother an email to update on the state of play.

I can't tell you why those advisors have offered the advice they have. I amongst many here have spent years trying to provide feedback about the poor service offered at first line to no effect.

I can however promise that I can and am doing everything in my power to resolve this as quickly as possible.

Ady

Hi Ady,

My Mother has received you emails, however due to an issue with the O2 Webmail service this morning she can't reply.

The "new" number you have sent her is the same as her old number, could you check this please?


Thanks for all of your efforts and apologies for "going off on one" - I appreciate your not personally at fault, and I know what you mean about how difficult it can be to get things changed (even when you know that things are going wrong!)

Cheers,

Marc