TalkTalk , terrible customer services

lesmac_2

My nephew has recently been made redundant, so I said I would order and pay for his broadband service.

So I contacted TalkTalk and confirmed I could order and pay by direct debit to have broadband installed at my nephews.

All installed OK, but when I looked at the talktalk account online, I noticed the direct debit information was in my nephews name, not mine, although the bank details (account info etc) were all mine, and when I checked my online bank account I could see that a direct debit had been set up by talk talk.

Simple matter (I thought), I Emailed talktalk customer services, asking them to correct their error, and change the name back to mine.

This when it got a bit surreal, and incredibly frustrating, and after 10 exchanges of E-mails, in which they kept asking for information I'd already given, getting my name wrong, they now are asking for a copy of my marriage certificate, and submit (by post) a direct debit mandate. (even though a direct debit had already been set up???)

The frustrating thing is that they don't appear to listen or read the previous Emails, even though I went into some detail regarding the issue.

Because I was not getting anywhere with the customer services, I went to talktalk forum to try and make some headway, this is where it gets even more surreal, the talktalk representatives on the forum can't discuss the issue with me, as my nephew is the talktalk account holder, they can't discuss with my nephew the bank account details as the bank account is mine. So in effect, they can't do anything?

I am beginning to understand why the Talk Talk customer care reputation is so abysmal though.

To rectify the mistake talktalk have made is not rocket science, I really do wish they would just do it.

Anyway, rant over, and I am conscious that compared to some folks experience with TalkTalk mine is fairly inconsequential, but still darned frustrating.

bod1467

http://www.talktalkmembers.com/forums/showthread.php?t=91280

TTMF thread for completeness.

Mr_Textiles

it seems everyday there is a new post regarding how crap TalkTalk are!

I must be there only customer in the UK who is pretty happy with there service and never had any problems.

I was previously with SKY and I could tell you a lot of problems about them....

DevonMarc

I feel your pain.

Take a look at my thread.

https://forums.moneysavingexpert.com/discussion/4266773

lordra

talk talk is ok, but they throttle their speeds. So 4 people using it means no LF or you tube streaming without a buffer period of 3 mins. Sky was brilliant while I had them.

TalkTalk

Hi Lesmac,

If you regsiter on the TalkTalk Members Forum or alternative tweet us @TalkTalkCare we can investigate into this for you and advise you further.

Regards

Mark
Online Community Department