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Worst customer service ever experienced by TALK TALK

noodlespink2
Posts: 128 Forumite
in Phones & TV
I took out the landline, anytime calls and broadband package in mid october 2012 as they had a promotion of £22.75 for 9 months then 9 months at £26 a month. On my email confirmation it said i would be fully switched over for my landline on 2nd November and broadband would follow about 10 days later.
Well im still waiting for broadband now, after giving them 3 different MAC codes sent from orange they have said they have all been invalid once i call to chase the router. Ive never received any post from them although my address is correct on my bills they email and no one ever bothers to call to say MAC code is invalid. How 3 totally different ones can be wrong is beyond me after having the sent from Orange and having them in front of me and reading it twice to the operator.
Ive called them almost every week since november asking when the broadband will be set up only now to be told also there is no room on the exchange.
I emailed them my complaint just before xmas saying that as they havent given me the package i signed up for i wanted to leave them early penalty free. I had an email back saying thats fine and i would no longer be there customer in 28 days. No mention of any charges. I called their 'Loyalty team' who are an absolute joke telling me that i would be charged £162 leaving them early as they have tried contacting me on numerous occasions trying to sort this out for me, including 3 times on boxing day. The phone didnt ring all day as we were at home with poorly children. She apologised and said if i stayed i would get a one off £25 credit (as they never sent my £25 love to shop vouchers they had as a promotion at the time of signing up, although ive chased them week in week out as they would have been handy for xmas shopping and constantly told they will be with me by the end of the week etc). Also was told i could have 3 months free line rental and 3 months anytime calls and she would call me on monday evening at 6.30 to arrange an engineer to come out to my house and sort the broadband although i havent even been sent a router. Surprise surprise she didnt call so today i called them again. Spoke to a guy who was trying to sort out all my discounts as although she had offered me the discounts the previous lady hadnt added them to my account, after being put on hold on and off for 40 minutes still trying to apply to discounts he then cut me off and NEVER had the decency to call back. He also said my broadband would be an extra £15 a month when its up and running as we live away from the exchange!!!!!! First time i had been told that as well.
I worked in customer service for 15 years and never experienced so appalling service ever
Do i have any consumer rights to leave them penalty free and how do i go about complaining to as Talk Talk really dont care about their customers at all
Thanks in advance
Well im still waiting for broadband now, after giving them 3 different MAC codes sent from orange they have said they have all been invalid once i call to chase the router. Ive never received any post from them although my address is correct on my bills they email and no one ever bothers to call to say MAC code is invalid. How 3 totally different ones can be wrong is beyond me after having the sent from Orange and having them in front of me and reading it twice to the operator.
Ive called them almost every week since november asking when the broadband will be set up only now to be told also there is no room on the exchange.
I emailed them my complaint just before xmas saying that as they havent given me the package i signed up for i wanted to leave them early penalty free. I had an email back saying thats fine and i would no longer be there customer in 28 days. No mention of any charges. I called their 'Loyalty team' who are an absolute joke telling me that i would be charged £162 leaving them early as they have tried contacting me on numerous occasions trying to sort this out for me, including 3 times on boxing day. The phone didnt ring all day as we were at home with poorly children. She apologised and said if i stayed i would get a one off £25 credit (as they never sent my £25 love to shop vouchers they had as a promotion at the time of signing up, although ive chased them week in week out as they would have been handy for xmas shopping and constantly told they will be with me by the end of the week etc). Also was told i could have 3 months free line rental and 3 months anytime calls and she would call me on monday evening at 6.30 to arrange an engineer to come out to my house and sort the broadband although i havent even been sent a router. Surprise surprise she didnt call so today i called them again. Spoke to a guy who was trying to sort out all my discounts as although she had offered me the discounts the previous lady hadnt added them to my account, after being put on hold on and off for 40 minutes still trying to apply to discounts he then cut me off and NEVER had the decency to call back. He also said my broadband would be an extra £15 a month when its up and running as we live away from the exchange!!!!!! First time i had been told that as well.
I worked in customer service for 15 years and never experienced so appalling service ever
Do i have any consumer rights to leave them penalty free and how do i go about complaining to as Talk Talk really dont care about their customers at all
Thanks in advance
0
Comments
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Ive tried to complain on their forum and it says i dont have an existing account with them and i dont have twitter like they ask people to message them on, dont know what to do!!!!!!!!!!0
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If you have an email stating the monthly BB charge and they've now decided it's a higher cost surely you can cancel the whole lot as a mis-sell ?I Would Rather Climb A Mountain Than Crawl Into A Hole
MSE Florida wedding .....no problem0
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