Talk Talk Speedy Payment - email not received in time!

katesaves

On Jan 14th I had an email from Talk Talk to say my bill was ready to pay and that if I paid it online within 24 hours of receiving the email then I would get 10% discount off my bill. This happens every month and I always pay as soon as I see the email and get the discount. So, I went straight to the site via the email message and got a message saying I had missed the window for payment and could not get the discount!!! Outrageous! I emailed Talk Talk customer services immediately - 4 days later I received a reply that basically explained how the discount worked, that I had missed the payment window as I should have paid on the 11th, but if I got in touch they might consider a one-off goodwill payment to cover the amount the speedy discount would have come to. There was no acknowledgement that their bill payment email had arrived 'late', despite my clear explanation of this. Having spoken to friends and family who are also Talk Talk customers, it seems they had the same issue this month...did Talk Talk deliberately send out the bill payment emails late so that we couldn't claim the discount?? Why should I have to phone them to get this goodwill gesture? Why can't they apply it automatically as it's their fault the email didn't go out in time. Has anyone else has this problem? How have you resolved it?

Uglymug

I've just noticed the same has happened to me. Usually as soon as I get the e-mail I pay straight away for the 10% discount.
This time I did not receive the e-mail, I've just looked at my account, my bill has been there 2 days and there's no mention of a speedy discount.
Anyone had any success in arguing their case with Talktalk?

jbuchanangb

It is possible to pay with SPD before receiving the bill notification e-mail.

If you know your billing date log on to "My Account" on that date, and if you see the new bill go to make a card payment, and you can then apply the SPD and make the payment.

I did this in January, and I think the bill notification e-mail came two days later.

Uglymug

Update:
Got my bill via e-mail this morning.
I don't know if that was a response to the e-mail I sent them yesterday.
Clicked on the link and got my 10% speedy discount (3 days after it said that my bill had initially appeared on my account)