my talk talk nightmare! (easier to read)

knewbold

Ok, Firstly I must apologise for the length of this message, it’s a huge one, but I feel that I have to explain everything – and this is to the best of my memory where I don’t have anything in writing

This all started in February when I thought I would change ISP to talktalk, after seeing that people in my area had a far better speed than me,

At the same time I stood on my old wireless router, so I thought a new one would come in handy, as I had cables all over the place.


I was told over the phone that I would get free connection and a wireless router,

I seem to think I asked for a certain Direct debit date but I can’t quite recall this.


I then got connected but still no router, I know over the cause of the following weeks I phoned talktalk support a few times requesting the router, they kept saying they sent one/was sending another etc


My First bill arrived and it was totally incorrect, higher than planned with a connection fee on it.

I made a phone call to talk talk, saying that I was unhappy about this, and they said they would send me a correct bill….. This never arrived, either via email or paper billing… I made it clear over the phone that I wanted paper billing!

This continued until the 9th of May, where I emailed and spoke to talk talk,

I explained that I wouldn’t be paying talk talk, until I had the 2 things I was promised, a wireless router, and no connection fee.

Talk talks reply was quite amusing.
I quote

“
Please be advised that by looking at your account, I have found that you have not signed up during a promotional period. This is the reason as to why you have not received the credit. Please note that you have a balance of £0.00 in your account as this consists of previous charges.”

They said I hadn’t got a bill…..
I thought I should have a bill, so I phoned talk talk, and I was told over the phone that I had no outstanding amount – therefore I couldn’t pay a bill.

I was also told a router was sent on the 26th of March,

That issue relating the router was escalated


2 days later I received an email that said

“I appreciate you bringing this to my attention and I apologise for any inconvenience this matter has caused you.

Kindly be advised that your account has not been barred yet. Please note that after 90 days your account will be barred and you will be unable to use your phone and Broadband.

As there has been no payment on your account in the last 3 months your account will be barred soon. I suggest that you make payment as soon as possible and that you forward us those documents so that we may investigate further.

Your current account balance is £123.70.”

The balance went up by that in 2 days

I was annoyed at this point, phoned up and explained that I hadn’t received a bill via email OR by post, despite asking for paper billing. I also tried to pay AGAIN, to be told that i didnt have a balance to pay





Going forward 2 months, I have asked for paper bills on loads of occasions. And ive never received an email one or a paper one. (I should be on paper billing)


Well last week I was cut off, having never receiving a single bit of post from talk talk since the welcome pack!

I then received a letter from a debt collection agency!!!!!

Then to make things funnier, I received 2 routers that were posted in May (on next day delivery!)

I then decided I had had enough of phone support and went to the forums, talktalk own (talk talk members, the thread ID is 66334)

Basically that thread covers them saying I should have been barred after 90 days, when it was around 80, I kept confirming lack of a bill!!!!!

They claim they sent bills, which I never received, the also confirm that they told me I didn’t have a bill – when I infact should have had.

Now I admit that I am responsible for paying my bills, but they should let me know I have one – and let me pay it

I just want a working service!
Due to the size of the bill – im unable to pay for about 2 weeks, which I think is reasonable as im paid then, i did offer them 50% of it now, but they wanted full payment to resume my service

Im hoping that sending/posting this online, someone can come up with a reasonable solution.

Im extremely frustrated with talktalk, and to be honest – if it wasn’t so hard to leave, I would do right now!



Thanks for your time


it is also discussed with talk talk support here

talktalkmembers.com/forums/showthread.php?t=66334

richard734

Email [EMAIL="dido.harding@talktalkgroup.com"]dido.harding@talktalkgroup.com[/EMAIL] CEO of Talk Talk group.
You wont get to talk to him, but it will be passed to the 'Directors Office' complaint team. They tend to have the power to make problems 'Go Away'

TalkTalk

Hi knewbold,

Emma really does know her stuff on these issues. I am glad to see she has advised you to the point that you called her a star.

Re our CEO she is not a he and honestly they will advise you exactly as Emma has on the forum. You will find the complaints procedure on the talktalk website at the bottom under code of practice.

Ady