TalkTalk- complaints section

fiddlesticks

LazyTyper wrote: »

http://lmgtfy.com/?q=how+to+complain+to+talktalk&l=1

err thanks i'd already seen that page but the email link doesn't work and its not the CEO's office anyway

ooops

Hello

I wonder if anyone can help please as the stress of dealing with this is making me feel ill.

My daughter moved to a new shared student house in the beginning of July and tried to set up a landline and broadband with Talk Talk, but they failed to set it up, saying it needed an engineer to do so. The engineer did not turn up, and Talk Talk said the line was active or would be by the end of the day. This didn't happen. My daughter had to phone them numerous times, being passed from pillar to post, put on hold, cut off, you name it, she had it, spending I'm guessing about £80 on calls from her mobile trying to sort it out. They eventually sent an engineer who did turn up but could not sort it out. They said a different type of engineer would come round to set up the line. This also did not happen. Talk Talk said if they had not set up the service by 2nd September, then they would cancel. When this date came, my daughter rang them again to confirm the cancellation, after being put on hold, cut off etc etc the agent eventually confirmed the cancellation, and she found out she was being charged £75 for the engineer's call, she disputed this, so they eventually agreed to cancel the charge.

To cut a long story short, she has just been sent the next bill for £75 for the engineer and we realised, she had no actual proof that they had agreed to cancel the account and any payment. I told her to cancel the direct debit which is due to go out in a couple of days to them as they have not provided a service, but she told me that they threatened her not to cancel the direct debit or she would be liable for all the debt. She has already been charged £25 for her first month's rent which they took from her account.

I'm loathed for her to phone them again and possibly them just start everything up again, so she sent them a message via their website to confirm cancellation. No reply yet as only just sent.

My questions:
1 Should she go ahead and cancel the direct debit to ensure they can't take any more money from her?
2 What should we do to confirm cancellation?
3 Any advice on getting compensation for the charge she has already had and the calls she made on her mobile to them?

I'm so upset by the situation and my daughter is too. Its spoilt her summer and meant that she has not been able to access the internet to do her summer coursework, which has put her behind.

Many thanks in anticipation...

Browntoa

don't cancel the direct debit, it will affect her credit rating and add more charges

look to dispute the amount, you MAY get an offer of compensation but dont bank on it

get her to write down what happened and send them a complaint in a Letter , give them 14 days to sort it out otherwise you will begin legal action to reclaim the money charged PLUS the additional mobile phone bills

emphasis the point that they have NEVER provided her with a service

Browntoa

there is a TalkTalk Rep that posts

About TalkTalk Company Representative

[EMAIL="ttmfcontactus@talktalkplc.com"]ttmfcontactus@talktalkplc.com[/EMAIL]


twitter.com/talktalkcare

www.talktalk.co.uk/help

MataNui

You need to record all calls with these people. From experience i dont think they are even capable of honesty. If you record your calls there is no doubt at all you will get evidence of TT deliberately stonewalling and lying. This will weigh heavily against them if you need to take it to the ombudsman.

ooops

Thanks for your replies. I am concerned about having to pay £75 when they clearly told my daughter they were not charging her and they would cancel that. People can pay manually I guess, so just because she cancels the direct debit, does not mean they won't in theory get their money (though she should not pay). £75 is a lot of money for her (and me who is the one actually paying this). And yes MataNui, they have lied their way through so many phone calls. They say one thing to you on the phone to shut you up and then what they say does not happen. Their customer service is appaling. I work in a call centre, and I have never heard anything like it from Talk Talk.

I had another sleepless night worrying about this last night. As Talk Talk told her on the phone last week that the contract with them ends 9 September, we set her up with a new (more expensive) BT contract as I am hoping that because the line and broadband ultimately come from BT, they should be able to sort any issues out. The router is arriving and go live date is 10 September. Where does that leave us now with Talk Talk if they were lying about cancelling the contract. This is so stressful and upsetting. Any help would be appreciated.

Thanks

poppasmurf_bewdley

The Chief Executive Officer of TalkTalk is Dido Harding.

You can email her direct on dido.harding@talktalkplc.com with a breakdown of all the problems you have had with the company, and someone from her office will be in contact with you very quickly.

Good luck.

ooops

thank you so much poppasmurf. I will have to log in to my daughter's email account and send them an email as obviously my daughter has no connection, and Talk Talk won't talk talk to me as I am not the account holder.
I will get onto it shortly.

freespirit77

Hi

All my partner basically signed up Talk Talk after 2 weeks of no service, she called them up TT basically said it takes time to activate, after going back and forth they finally said it was a fault and they would send someone down, long story short no one came and everytime she called it was the same thing, apology and no was booked, this happened many times and finally she spoke to the manager and a engineer finally came out. But the engineer was a TT engineer and he couldn't fix the problem and a BT engineer would have to come out. She was given 3 possible dates she waited and no one came out, she phoned on the 3rd of this month and they said some would get back to her in 48 hrs. Its been 3 months and they have been charging her still. Any advice. Thanks

Browntoa

their reps profile

http://forums.moneysavingexpert.com/member.php?u=262215