Talktalk - many problems

Clarelouise73

Can anyone advise me what the best course of action would be for the problems I am having with Talktalk. To cut a very long story short, was with them for years, tried to upgrade package got ripped off, cancelled services, they hooked me into a contract I didn't have and tried to charge fees, harassed for over a year. They apologised send me £50, which wasn't nearly enough given the months I must have spent on the phone and emails. Cashed cheque moved LL &BB providers kept mobile sim with TT.
Now they are starting the same rubbish but with my mobile account. Since November my account on their website has been down at least 70% of the time that have visited the site. I had a direct debit set up but they were constantly trying to take money from me that I didn't owe. I cancelled the DD and paid my account always at least 2 weeks early. I did try to reset the direct debit up but the website wouldnt let me do so with a message saying I couldn't do that. I didn't call them because I have hearing problems, mad eworse with being unable to understand them. This month I paid twice to be in credit. I got a bill last week which told me they had tried to take a direct debit a week after my full payment and just before I made the second, even though it was cancelled - they were told I had cancelled it in an email I sent them about 8 weeks prior.
They then proceeded to help themselves to the extra months payment I made as a fee ( or punishment for not being able to raid my bank account.) and charge me around £5 for ' non DD administration fees'. So now after paying twice I still owe them £5.15. Is there much I can do about this? I have spent ages trying to speak to customer services but they cannot seem to grasp my point. I don't think they even know what their point is either. I also emailed customer services but no reply. I have just received a text saying there is no DD and I owe the £5.15 and I had better pay by the 24th. I don't want to be black listing my credit but if I pay is that accepting their fees are fair? I think they are very unreasonable.:mad:

Miimi

Sorry to hear about this , this is not a one off as I am having a similar problems with them I have been on the phone since yesterday no one seem to know the problem ,but quick to say you owe them ,but customers service advisors don't what you are trying to say or they are been trained to play dull,then the customer will be frustrated and give up .i have made a formal complain to the ombudsman and they are registered .
I will advice you do the same ,with all relevant documentation related to your account .

Clarelouise73

Thank you, I will do so tommorw. I am sorry to hear you also have issues, I hope you soon sort them out quickly.

boatman

Sent you a message.

valeriefrog

I was glad to read that I was not the only one to hav issues with TT. I spent more than an hour on the chat line with 4 different people all repeating the same automated messages. To sum up my story: I moved houses in June so fillied in the form to transfer my package to my new house ready for when I would have my new tenancy. It all worked perfectly well until I noticed an abnormal costly phone bill. When I could at last check what had happened, I realised that my past free evening and weekend international phone calls were now charged at an outrageous rate of 22p/mn. The only answers that I got from them were that my package no longer existed and I should have read the T&C that went with the contract. I have never received any new contract as I simply asked to move my package from one house to the other. As a conclusion, the only line that I could read was that the charges were valid. I am now on a 18 month contract as they did not just change my package but renew my contract. Such a scam. After years and years of loyalty. I am purely gutted and do understand the way you feel ClareLouise.

trinidadone

hello to all of you, have any of you tried raising these issues on the talktalk online forum???

valeriefrog

I did not think to try the Talktalk online forum as it is part of TT and I could not quite get any positive responses to my query from the Customer services which is the worst I have ever gone through. How would the TT online forum be helpful Trinidad? My idea was to simply (if I may say so!) follow the steps of the complaints procedure and as my conversation with the people yesterday through the chat line was considered as a complaint, then the next step is the letter to the CEO, after which is the ombudsman.

JJ_Egan

TT forum is the best method .
You can wait the 8 weeks for the ombudsman and the result is not what you want .

Not sure what your complaint is about but.
Move address means you pay off your existing contract or the ISP may move the service but require a new contract as normal .Cannot see any reason to complain on the new contract .

trinidadone

valeriefrog wrote: »

I did not think to try the Talktalk online forum as it is part of TT and I could not quite get any positive responses to my query from the Customer services which is the worst I have ever gone through. How would the TT online forum be helpful Trinidad? My idea was to simply (if I may say so!) follow the steps of the complaints procedure and as my conversation with the people yesterday through the chat line was considered as a complaint, then the next step is the letter to the CEO, after which is the ombudsman.

Well the talktalk online forum is staffed by talktalk top customer service staff, i mean the cream of the cream, the online forum is completely seperately seperate compare to phone support. I am a talktalk and like many, i have found phone support and emails dreadful, but the online forum quite good.

its only a suggestion, and this does not stop you for getting compensation/following a complaint afterwareds, but if you want to follow up a complaint with the CEO, thats fine too, its just a suggestion based on my experiences

trinidadone

If you want to give the online forum a go, you have to register (its for talktalk customers only)

http://community.talktalk.co.uk/

have a look at least, what have you got to lose????

valeriefrog

Not much at the point I am! I will try, thanks Trinidad.