Talk Talk direct debit

mcscoty1973

BAA1 I intend to give talk talk 5 days from yesterday to receive a response from the CEO's office as I was promised last night. If they fail to respond, which I fully expect them to do, then I will be lodging an official complaint against talk talk and taking the required actions that way.

I presume if I have lodged a complaint and put the account in dispute then they are not allowed to pass this on to Debt Collectors?

I agreed verbally on the phone to taking a new contract with them providing they sent me the information in writing. I was told that this would be done and that I had 7 days from receipt of the confirmation/contract to cancel. At this time nothing new was showing in my account online, and as I never recieved anything in the post I assumed as normal that talk talk can do the talk talk, but cant do the walk walk, and that nothing was done.

I check my account online very infrequenlty and to be honest I never noticed any changes because the direct debit amount was within normal parmeters.

Before I switched, I checked my online account for sight of anything that indicated I was stuck in a contract with them, there was nothing there. I had never received any contract information or T&C through the post and my only other option would have been to call them, I did not think I had to do this. Every other online account I have states your contract period of required.

Talk talk did send me a letter during the switch asking me to call them if this was not something I was expecting. At this point they SHOULD have informed me that I was still in contrct with them and if I left there would be charges.

It would seem that Talk Talk have deliberately held this information back from me, making it really difficult to find so that they can reap the benefit of charging for services they do not have to supply. I do not believe that they encur any charges due to be leaving them, so this is just daylight robbery.

TalkTalk

hi mcscoty1973,

In any case of sales complaince this does require investigation as complaince to industry regulations is obviously a serious matter.

If you have already received an acknowledgement that the matter has been raised to the CEO's Office you will receve contact from a dedicated CEO point of contact in due course. They will manage all aspects of your complaint through to resolution of the issue. They will also supress any collections activity while the complaint is investigated in light of the dispute. When the complaint is closed the necessary actions regarding any such activity will be addressed.

If you have not received confirmation that the issue is raised with the CEO's Office we can provide full support via the TalkTalk Members Forum

Regards

Mark
TalkTalk Online Community Department

mcscoty1973

Hi Mark.

I have been promised by two talk talk operators that the matter has been sent to the CEO's office and it will be dealt with by them within 5 days. I will give them the 5 days to see if I hear from anyone, but to be honest, my experience with talk talk is that they tell you one thing and then do nothing at all. Or has been the case with me, tell you that you will recieve full information in the post about the new contract you have agreed and nothing will be started until 7 days after this so that I may cancel if I am not happy, but never send anything at all and still proceed with the contract.

Very sneeky way of working, and from what I have seen, I am not the only person that this has happened to with talk talk.

Talk talk have already taken the money from my account, but I have reversed this with my bank as they did not give me the normal notification that this money was going to be taken.

I woud be interested to hear if as part of your sales compliance, that you send out details of any new contracts to your customers in the post. This would appear to be the case from what I have read in your forum, and it would appear to be a reasonable request.

TalkTalk_Company_Representative wrote: »

hi mcscoty1973,

In any case of sales complaince this does require investigation as complaince to industry regulations is obviously a serious matter.

If you have already received an acknowledgement that the matter has been raised to the CEO's Office you will receve contact from a dedicated CEO point of contact in due course. They will manage all aspects of your complaint through to resolution of the issue. They will also supress any collections activity while the complaint is investigated in light of the dispute. When the complaint is closed the necessary actions regarding any such activity will be addressed.

If you have not received confirmation that the issue is raised with the CEO's Office we can provide full support via the TalkTalk Members Forum

Regards

Mark
TalkTalk Online Community Department

Yorkie1

Admittedly 18 months ago but it seems little has changed. I was with TT and they rang me to ask if I wanted to change tariff. I declined and thought no more of it. That was the full extent of the phone call.

Fast forward to when I moved house. I wanted to use Plusnet in my new house and TT insisted on trying to charge me the cancellation fee. They would not budge although I was adamant I had not been told I was being auto-renewed (checked my T&C, not in there) or as having specifically agreed to a new contract. I know that was not discussed in the phone call. Strangely they refused to locate the phone call as they said they had other records. They then claimed to have sent me a letter. Strangely again I hadn't received that letter.

The last laugh was on them though. They connected my landline number at the new house and then told me that there wasn't capacity for my broadband at the exchange. This despite the fact that I'd only moved 300 yards without a break in landline supply, and I knew that friends just 10 doors down the road had just signed up as a new customer. Further questioning revealed that they only wanted x number of customers on their cheaper tariff per exchange and that in the time between my old broadband supply being disconnected and the new one reconnected (which was about 1 week), that capacity had been filled. However, I could pay 50% extra for the privilege of a lower spec service.

I told them exactly what I thought of their scam and they finally agreed (as a concession!) to let me move supplier completely to Plusnet without penalty.

You can probably also guess what I told the doorstep sales staff (albeit politely as it wasn't their fault) when they tried to sign me up as a new customer a few months later.

TalkTalk

Hi mcscoty1973,

If escalated to the CEO's Office this should be picked up in due course with an appointed agent contacting you directly. We can check this has been logged if you register on the TalkTalk Members Forum.

Yorkie, - It sounds as if at the time you moved there was insuficient capacity at the exchange to provide LLU. As such you will be offered IPstream until LLU capacity is increased. You should be confirmed any costs of the service at the enw address in the welcome letters sent to you during the migration of services.

Regards

Mark
TalkTalk Online Community Department

NFH

Yorkie1 wrote: »

You can probably also guess what I told the doorstep sales staff (albeit politely as it wasn't their fault) when they tried to sign me up as a new customer a few months later.

Yes, I likewise received marketing calls from TalkTalk a few weeks after I switched from them. They seemed to have no idea that I had just switched because of their abysmal level of customer service and consistent failure to operate direct debits according to the Direct Debit Guarantee. I fortunately only had my landline with TalkTalk, but I pity those who have their broadband with them as well.

Yorkie1

TalkTalk_Company_Representative wrote: »

Hi
Yorkie, - It sounds as if at the time you moved there was insuficient capacity at the exchange to provide LLU. As such you will be offered IPstream until LLU capacity is increased. You should be confirmed any costs of the service at the enw address in the welcome letters sent to you during the migration of services.

Regards

Mark
TalkTalk Online Community Department

Mark, thanks for taking the trouble to comment. You may be right in your analysis but as I wasn't moving exchange, I was already using the capacity - it wasn't as though extra capacity was required to accommodate me.

I was offered a far poorer service and 50% higher monthly cost until the indeterminate date in the future when capacity would permit me to be accommodated.

Things may well be better now but it really wasn't done well then.

mcscoty1973

well surprisingly I got a call from the CEO's office and instantly without question they agreed to refund me. I had to inform the woman who called that I had already got my bank to refund the money as I was not prepared to wait, and was told she would watch for the de indemnity to be applied to my account and she would clear the balance :-)

I TT were not in the wrong here I doubt they would agree so easily to cancel, the charge.

TalkTalk

Hi Mcscoty,

Im glad to see you got this issue resolved with the CEO's Office.

Yorkie - I can only apologise if this issues was no handled ot your expectations and if you do have any further issues I would invite you to join the TalkTalk Members Forum where we can provide full account and service support.

Regards

Mark
TalkTalk Online Community Department

TheresaGreen_2

Mark seems very capable so I hope folks don't mind me asking a Tiscali / TalkTalk question here.

I have moved to Virgin and at NO TIME have I had a contract with Lineone > Tiscali > TalkTalk. I had no complaint with TT until now. I have just received notification today (6/6) that my bill of 18/6 will deduct my "Contract Breakage Fee" of £88.35 from my bank by Direct Debit. I wrote to TT to tell them we were moving, and got no reply. Tried to login to the help facility and couldn't - I guess they agree I have gone now. I can login to see my bill but can't reply to any email addresses so may have to resort to Signed delivery by post - but that doesn't get me an answer.

MARK - my query, if I write direct to you can you tell me where I signed this contract in the 10 years I've been with your many company takeovers? If this rude behaviour hadn't taken place, I'd be happy to recommend TT, but this lack of courteous goodbyes does your company no favours. I'm getting more help from this forum!

PLEASE JUST TALK TO ME!

P.S. and that forum you are recommending would be better hosted at a Talk Talk address to gain trust - surely?

TalkTalk_Company_Representative wrote: »

Hi Mcscoty,

Im glad to see you got this issue resolved with the CEO's Office.

Yorkie - I can only apologise if this issues was no handled ot your expectations and if you do have any further issues I would invite you to join the TalkTalk Members Forum where we can provide full account and service support.

Regards

Mark
TalkTalk Online Community Department