New Talktalk poll; feedback needed, good and bad

trinidadone

marksmith99 wrote: »

Trinidadone - yes all this went on over tlehe last couple of days, so still needs sorting.

Heinz - I'd considered that too, it just seems wrong that you should need to stoop to essentially forging a dead man's signature!

I had a look on the forum that the rep posted a link to in an earlier post, but it seemed you had to be the talk talk customer to sign up and as noted my Grandma has never used the internet and probably won't start now.

I used to be with talk talk but left when my phone line developed intermittent crackling/silence that they wouldn't do anything about. BT aren't great, but they're better than talktalk!

Emma (Rep) as you can clearly see, customer service on the telephone has failed Marksmith terrible. I know your policy is to encourage TT customers to join the online customer support, but this clearly can not happon. The grandma should be viewed as a "vunrable" customer, can we please look at another route in addressing this problem? perhaps a team leader can make contact with Marksmith??? could he not send you a email to verify his details (Data protection)

Can we be proactive here, esp as there has been a death in the family.

Trinidadone

TalkTalk

Hi marksmith99,

I am sorry to hear of your loss and for the advise you have been given by the customer services team and their insensitive handling of your problem. The process they are following is for a change of ownership and is not correct in these circumstances. I apologise if this has caused further upset.

Is it possible for you to register on the TalkTalk forums using your grandmothers account details? This will allow me to access her account and arrange for the relevant changes to be made.

For others posting in this thread the reason we ask customers to post on the TalkTalk forum is so that data protection checks can be completed securley. Registration for the TalkTalk forum collates account details enabling is to make changes and access account information. MSE no longer allow private messaging for company reps as some companies were using this function for sales and retentions. We can't ask for personal details in a thread on an open forum so I have no way of contacting a customer to exchange details relating to the account on MSE.

Cheers
Em x

marksmith99

I'll try and log onto that forum with her details later on, or get my parents to have a go.

I could understand if one member of the CS team had given the wrong information, but I believe my parents have spoken to 3 if not 4 different people so far and all are adamant that the form needs to be downloaded, signed and filled in.

trinidadone

marksmith99 wrote: »

I'll try and log onto that forum with her details later on, or get my parents to have a go.

I could understand if one member of the CS team had given the wrong information, but I believe my parents have spoken to 3 if not 4 different people so far and all are adamant that the form needs to be downloaded, signed and filled in.

Marksmith, please take this offer up on the talktalk forum, and make sure you come back and let us know on your experience,

good luck

Sarahjovi

Hi,

I'm hoping someone can advise me or behalf of my Dad. Dad is a pensioner and a Talk Talk Phone and broadband customer and was connected last August/september on an 18 month contract.

All has been well, until a week or two ago, when he received a phone call from Talk Talk, telling him the cost of his monthly bill is going up by £4. Dad told them he couldn't afford any extra money, and was told if he didn't accept it he would have to cancel his contract and pay £70 cancellation fee... He has now received 2 letters thanking him for agreeing to upgrade his account and starting a new 18th month contract. Dad or course is fuming... Can anyone advise me, if TalkTalk can do this, (his old contract is only 9 months old and has 9 to run!) and what can we do about it.

Many thanks

Sarah:D

PS: I am also a Talk Talk customer (ex tiscali) and haven't had this happen to me.

trinidadone

Sarahjovi wrote: »

Hi,

I'm hoping someone can advise me or behalf of my Dad. Dad is a pensioner and a Talk Talk Phone and broadband customer and was connected last August/september on an 18 month contract.

All has been well, until a week or two ago, when he received a phone call from Talk Talk, telling him the cost of his monthly bill is going up by £4. Dad told them he couldn't afford any extra money, and was told if he didn't accept it he would have to cancel his contract and pay £70 cancellation fee... He has now received 2 letters thanking him for agreeing to upgrade his account and starting a new 18th month contract. Dad or course is fuming... Can anyone advise me, if TalkTalk can do this, (his old contract is only 9 months old and has 9 to run!) and what can we do about it.

Many thanks

Sarah:D

PS: I am also a Talk Talk customer (ex tiscali) and haven't had this happen to me.

hi sarah, sounds like your dad has been sold an extra service, do the letters say what the upgrade is?

Sarahjovi

trinidadone wrote: »

hi sarah, sounds like your dad has been sold an extra service, do the letters say what the upgrade is?

Thanks for your quick reply, I've just had a quick phone chat with Dad to get some more detail. The letter starts off saying. "Welcome to TalkTalk Pro" and thanks him for agreeing to sign up for an 18 month contract.

He says TalkTalk Pro wasn't mentioned or a new 18 month contract in the phone call, and if he didn;t agree he would have to cancel at a £70 charge.

Has he been sold a new product against his will? What can we do?

Thanks

Sarah:D

trinidadone

Sarahjovi wrote: »

Thanks for your quick reply, I've just had a quick phone chat with Dad to get some more detail. The letter starts off saying. "Welcome to TalkTalk Pro" and thanks him for agreeing to sign up for an 18 month contract.

He says TalkTalk Pro wasn't mentioned or a new 18 month contract in the phone call, and if he didn;t agree he would have to cancel at a £70 charge.

Has he been sold a new product against his will? What can we do?

Thanks

Sarah:D

i have never heard of talk pro. I have two suggestions which might help:

1) register on the talktalk forum, the staff there are fair and much better than phone support. post on the forum you want to know what talk pro is, then tell the staff your dad has been mis sold a product, you wish to make a complaint, want to be returned to the original contract and want compensation.

OR

2) use telephone support / write in with the above


I experienced simular problems with mis selling in January. I telephoned there retentions dept, told them I wanted to leave, they knocked 2 quid off my line rental to keep me, but decided to take my free international call package off my account. After several messages on the talktalk forum, i had the free international calls reinstated (only for 12 months, i have to contact talktalk again in december) and i got 24 quid credit as a sorry.

Hope this helps

Sarahjovi

Ok Thanks for your help. Perhaps we will try the forum route and see what happens.

Many thanks

Sarah:D

trinidadone

Sarahjovi wrote: »

Ok Thanks for your help. Perhaps we will try the forum route and see what happens.

Many thanks

Sarah:D

no problem sarah, come back and let us know how you get on