Nice try,talktalk

kezzygirl

Hi everyone, thought I would let you all know the rather annoying experience that i have had with talktalk.

28 July 2013 I took out a 6mnths free phone and broadband contract...bargain!
5 January 2014 hubby receives a call asking if he would like to upgrade free of charge to essentials tv, no fitting cost, no amendments,but it would be a new contract. Hubby says 'ok' and tv is added.

Last week I received my bill and noticed that it said this: First 6 Months Free Call Plan Promotion Reversal 07 Jan 14 - 29 Jan 14
I called talktalk and spoke to someone who had no idea what he was talking about and could not quite grasp what I was complaining about.He said my six months free had ended.

My argument was/is:28 July-7 January is not 6months...it is 5,so why have I been charged?! I left it until the next day and called back, was on hold for so long that I gave up and tried their chat facility on their website.I was talking for an our to this man who was 'checking my bills' for 20 minutes!!!Needless to say, he couldnt grasp what my problem was,saying bills had previously been credited etc yadyyaddyyadda.

I then tried a different method-I emailed a complaint.eventually, after emails back and forth,I received this response:

I have checked the account and would like to inform you that you have upgraded to TV on 05/01/2014.

When upgrading to Essentials TV, you are signing up a new contract with TalkTalk. As this is a new contract, the previous package prices and discounts that you may have on your account no longer apply.

While Value Line Rental remains, all other discounts from previous contracts discontinue with a new package.

If you need more information about this, please feel free to reply or visit https://sales.talktalk.co.uk/product/tv.[/B]

I hope I’ve explained things clearly for you here. Thanks for contacting TalkTalk. [/B]


So,my reply was this:
Thanks for your reply,I was told when I received the call about upgrading that everything would remain the same,that it would be a new contract but essentials tv is added free of charge.

again,u record calls so I suggest u listen to the recording to hear the conversation.I am not particularly impressed with not being told that my free period for the internet and calls would end by adding tv.
I thought that a contract was a contract that was binding until the end of that period?how about if I change my mind and select a free package..would that immediately cancel the package I have without penalty?no,I don't think it would.so how does it work for you lot to do it to me?

I have looked this morning and received this email:
As per our records, I would like to inform that I have added the 6 months Half Price call plan to your account. It will take 24 hours to get activated. I am pleased to inform that I have processed a credit of £3.75 to your account. The credit will reflect in your next bill.

bit of a victory-not the full £5.67 I was disputing though.goes to show that we should always stand up for our rights!
Thanks for reading,if you got this far!

chris667

These big companies very often start to believe they're above the law. A little victory - well done! :-)

kezzygirl

too right...took a bit of hassle and stress what with them not listening to me or understanding what I was on about,or maybe that was part of the deception on their part!?either way, I am proud that i stood my ground.may have only been £6 but that is not the point!

RobWard

Well played!
Ive been on the phone for hours before, arguing a case, but if offered me £3 for an hours work, id be demanding the manager!