trying to get talktalk

JamesN

Hey guys,

probably the most frustrating experience i've ever had trying to buy a product.

Went on talktalks website after seeing the offer on here. Put everything in. That was fine.

Get to the final webpage to pay the £114 upfront for the value broadband and it says it won't take my card. I try a few times but no joy.

I then get an automated call from my cards fraud team saying 8 of the 9 times got reversed by the merchant but one went through. Called talktalk and they have no record of it. Nor did they send me an email to confirm the order.

The transactions are pending so is it safe to assume they won't go through?

Tried a different card but apparently July this year isn't a valid expiry date?

Has anyone else had this trouble?

Mark_In_Hampshire

It isn't something I've seen reported on here before. Perhaps it was temporary.

You need some information from the bank. Card payments have two parts - authorisation and capture. Typically the merchant requests an auth code which they get back. They then represent that later on to (capture) take the payment.

However some transactions (like say your grocery shopping) are auth and capture. It happens in one go. However we can't know what TT do.

Looks like some technical issue meant that every time TT requested the auth/capture it worked, but their systems thought otherwise and told you it failed.

What's relevant is - how many debits are destined to come from your account and for the one which "went through" does that mean it's a capture and the debit is pending? What date and time?

Armed with that information (whether or not you actually have "paid") I'd then revert to Talk Talk to get the order number.

If Talk Talk then deny all knowledge, you can then quote the date and time to them and press the fact that the debit did succeed. You *have* paid. Where's my stuff?

JamesN

That's some great info, many thanks.

Talktalk deny any order going through so they can't claim in that respect. Maybe because the weekly MSE email has come out their systems are overloaded. I'll try again later tonight and try using a different card if necessary.

JamesN

This is the most pathetic website!!!!! I've tried both of my cards, two of my dad's my fiancee's and none of them will go through!!!!!

They really need to sort their act out as i've lost like 6 days on installation dates!

They can do one now. Had enough...

Mark_In_Hampshire

Very strange. You'd have thought a problem like that would be fixed quite quickly, you lose days, and they're losing potential customers.

The only thing that all the transactions have in common would seem to be the delivery address for the service.

It is not uncommon for payees to insist that the delivery address for the services/goods is the same as the cardholder's address. So that might explain why one or more cards failed.

Failing that I'm at a loss to help, other than to say that Talk Talk don't have the best of reputations for customer service so maybe going elsewhere isn't such a bad idea.

Do check your bank account (and have the others check theirs) just in case any of the debits do succeed.

JamesN

Yeah i'll be sure to keep an eye out for those. Thanks for the info, it might be the card address!

Yeah i saw complaints on here that made me decide they aren't worth the hassle!