Talk Talk League Champions again

verntern

I have not had problems with my Talk Talk account - just yet. Still alarming to read the report 'TalkTalk remains the most complained about UK internet service provider, according to regulator Ofcom.' The report goes on to say 'TalkTalk has since paid more than £2.5m in refunds and goodwill payments to affected customers. Last month it admitted that it had lost more than 43,000 customers as a result of customer service issues'. The reasons why Talk Talk has lost so many subscribers is its chaotic customer service from their call centre in India and the difficulty in understanding what operatives are saying, and its abysmal email customer service which only responds with cut and paste stock replies regarding complaints about errors in billing. Now there are problems with customers who have bought 12 months line rental (Value Line Rental) in advance. £114 up front by debit or credit card and then finding that Talk Talk have also taken their money twice via Direct Debit. I sense another regulator fine coming up.

Neil49

I have opted for the 12 months line rental in advance and had no problems with my account being charged twice.

I had more problems with BT over a matter of weeks than I've had with Talk Talk in 3 years.

RobG24

Hi verntern,

I posted the below on another thread about the same problem!

Hi the_pink_panther,

You are not alone. I have exactly the same problem! I signed up to TalkTalk using the online system (not sure if it was through simplify digital though) which included paying for Value Line Rental. Anyway everything was fine until I got my first bill which showed "credit" of £114 and line rental charged at the normal rate. I.e. £13.80, rather than £114 / 12 = £9.50.
My first thought was, oh some admin error I'll ring them up and get my account updated. Anyway, on the phone the man was very rude to me and said I made a general payment into my account and didn't pay for Value Line Rental. I said: "Why would I make a general payment for exactly the same amount as Value Line Rental when I first joined?" Needless to say this didn't get me anywhere.
So, I decided to write TalkTalk an email explaining the issue and to complain that they were very rude to me on the phone. But all I got in reply was that everything was fine and in fact I have lots of credit on my account so I'm in a good position.
Anyway, I have since ended up sending them scans of my order confirmation, welcome letter (both of which show I paid for Value Line Rental) and screen shots showing the order process with a dummy order (they keep telling me it's not possible to buy Value Line Rental via the order process) and in all their replies they keep "copy and pasting" the same reply and it's like they haven't even bothered to look at my scans etc.
I have also explained to them the maths, that will mean I won't get any discount. And that I believe them to be committing a fraud, because they are promoting their service at a lower price than what we are ultimately charged!
Your forum post only confirms this, as they are clearly going out of their way to make sure we pay for the higher rate line rental. It's company policy! For example, I was on the phone for over 20mins like you and I was put on hold a few times, but for seemingly no reason? And I have sent them scans of letters etc which I consider legally binding not "meaningless" as you've been told. I have also been told that "due to system limitations" they can't fix this. But I work in the online shop industry and I know this is no legal defence!

Regards,

Rob