A Letter of Complaint to TalkTalk's MD Consumer

Money-Saving-King

editor1 wrote: »

Obviously, from your own post I'm wrong to fight on my Mother's behalf and should just sit back and be reamed I suppose?

You would have got exactly the same action if you had just kept it factual. It was like a complaint letter/soap opera script hybrid which there was no need for.

Armorica

It's a really badly written letter. It would completely put me off doing business with you professionally which I will bear in mind for the future.

It's not clear why you felt it unnecessary to at least give the complaints process that mere mortals follow a chance to work first? And a simple, clear reference to cancelling the contract within the 10 day cooling-off period.

That would have got the contract cancelled. The issues with them selling it in the first place and ignoring the various notes on her record and their own code of practice is obviously more serious. But a complaint about that doesn't require the flowery, I'm-better-than-you, language used.

It was your choice to expend the amount of time and energy you did. Many would have gone for a more efficient approach.

http://www.talktalk.co.uk/legal/tiscali-product/code-of-practice/

dacouch

Money-Saving-King wrote: »

You would have got exactly the same action if you had just kept it factual. It was like a complaint letter/soap opera script hybrid which there was no need for.

In the spirit of this thread, it would have been great if you and all the rest of the responders had posted long rambling replies and signed off with your business title and company website...

I'm not a fan of Talk Talk & would never use a company that consistently comes in the bottom quarter of surveys for customer service. But I agree a short concise letter would have achieved the same result although would have probably not resulted in the office staff passing the letter around and giving the OP a new title that begins with a t and ends with a t

editor1

Mr. Couch,

It was a long note written hastily that finally got results from this lamentable company, one full of hypocrisy and hype as witnessed by their own investor relations bumph and supposedly cuddly nature of Ms. Harrison promoted via their corporate website.

Here's a fact, my mother was detained by TalKTalk sales team for nearly 41 minutes, sold inappropriate services and lied to - a record of their sales tripe is recorded, but if my mother was so keen to spend with them, why did it take 40 mins on the phone to persuade her to release her Visa details, when, correctly, she'd informed them she had little idea of what they were talking about, never mind the actual terms or conditions - she released her Visa details to get away from them and stop the pestering fearing her telephone line would be cut off as she was out of contract.

However, from yours and Money Saving Kings perspective, TalkTalks behaviour is acceptable, that I should make a complaint, which I bloody well did by phone hours later, and that any promises made to me by their Preston-based people were not acted upon.

Action was only forth coming once I'd emailed this to Ms. Harrison's email account and made sure via her PA that it was indeed received and acknowledged - you see I'm more than competent is using a phone, that I'm getting "ripped off" in doing so and getting nowhere as a result seems not to dawn on you.

Next time do allow me to sell useless stuff to your parents and cause mental anguish as a result - lets see where you stand!

Money-Saving-King

editor1 wrote: »

Here's a fact, my mother was detained by TalKTalk sales team

Really? Most people only manage to get detained by the police.

Money-Saving-King

editor1 wrote: »

Next time do allow me to sell useless stuff to your parents and cause mental anguish as a result - lets see where you stand!

This is a quote from a post which you have just written. Do you not think it's basically another attempt to pull on people's emotional strings?

Herbalus

To my mind, the letter comes across as much too self-important and condescending, and I have to say the talktalk team will almost definitely think you're a bit of an !!!. You don't offer much in way of respect to the people you are dealing with (regardless of their mistakes), and I think that the manner of your threat to post the letter on the internet - without allowing the talktalk team to respond first - isn't very good.

Your letter would have been much better received if you'd said:
"Dear talktalk,
I am currently in charge of my mother's affairs due to her mental illness, and I have lodged a formal complaint as I believe my mother was missold products, not being in a right frame of mind to purchase them. I have escalated this complaint to you as the solutions promised by X were not forthcoming, and I appreciate your efforts to resolve them.

Please be aware that I have copies of all correspondence, and am ready to take my case to the ombudsman in the event of a non satisfactory outcome.

Regards,
Name."

Oh, and to counter your talktalk bashing, I have broadband with them and have no problems whatsoever.

editor1

Just one problem, having wasted my valuable time with TalkTalk via phone for more than 8 hours, for which I was billed for, there was zero resolution, nor any effort on their behalf to uphold verbal agreements agreed too via the phone. The Email note was forwarded to the actual head of Group Consumer, Ms. Harrison - she's the person ultimately responsible full stop.

And, if you could be arsed to see any other posts one has made in the past about TalkTalk, I've actually always called them Okay, that is until they, that is certain staff, thought it great to ripoff a OAP - sorry, but right is on my side, I don't ripoff persons, and I don't expect OAP's, any OAP's for that matter to be ripped off. If I did not feel that way, why bother posting, or are you all bloody shareholders?

editor1

@Money-Saving-King,

Where do you stand, or do I take it you are a shareholder, given the interest you have taken?

As for cooling off, may I enquire why a supposed £147.00 TV box from TalkTalk has been delivered to my mother, this despite requesting no such item be posted as no contract has been entered into, particularly one of a 18 month duration that is worthless - this being undertaken less than 12 hours from 6000 miles away after she was sold services she actually did not want.

Perhaps you'd like to pop around to my Mother's and deal with the issue. I'm confident she'd appreciate your generous assistance in helping her walk to our Post Office, by way of the walking frame she's forced to use as a result of losing all sensory nerves associated with balance, which means she has perpetual motion sickness - with any luck she'll vomit all over you!

FOREVER21

Wow what a letter,as one who has previously worked in customer services(complaints) for a national company,I would wager a side bet that your letter is not read in full.

If they do read it I think by the end they will have forgotten what you had said at the start.

You might get recompense from them however, if only to save them getting the next chapter!