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Talk Talk - Advice needed
magenta1977
Posts: 12 Forumite
in Phones & TV
Hi,
Please read the chain of vents below and advise what I should do next.
The bill is due on the 6th Dec.
4th Dec 2015 – Lost Broadband and telephone connection
7th Dec 2015 – Finally got through to Customer Services to report fault was transferred to Techinical Support team who promised to be in touch within 72 hours.
9th-11th Dec 2015 – Numerous phone calls to Technical Support team, only to be told the same thing over and over: “Please respond to text sent” we never received any texts and we checked our mobile numbers numerous times.
11th Dec 2015 – Had enough, asked if we were outside our Contract, it was confirmed we were, I cancelled our Direct Debits and cancelled our subscription in full.
19th Dec 2015 – Received a bill for £29.70 covering period 18th Dec 2015 – 19th Jan 2016.
1st Jan 2015 AM – Spent over 2 hours online speaking to one of Talk Talk’s reps. Was told we are indeed due a credit. I asked how much the credit was for, was told they couldn’t tell till next bill was generated. I told them I cancelled the contract on the 11th Dec before the bill was generated, was told that the contract was cancelled on the 29th Dec. This is not true. I cancelled on the 11th Dec. Talk Talk confirmed I had cancelled it on the 11th and that we were outside our contract, however, it did not cancel fully till the 29th Dec. I asked if I could leave the current bill unpaid and wait till the credit was allocated. I was told if I did that I would be charged late payment fees. I stressed how unreasonable this was as I could no longer access my Talk Talk account as you needed a Talk Talk internet connection to do so. They told me to contact Customer Services and set up a payment plan. I told them I didn’t need a payment plan, I just wanted to wait till the credit was allocated before I made payment so I wouldn’t be chasing a refund, as it was extremely difficult to get in contact with them and I couldn’t access my account no longer. They then said they would put a compliant onto my account and a Talk Talk manager would phone me directly within 8 hours. I confirmed my mobile number and waited.
1st Jan 2016 PM- No phone call from Talk Talk Manager
2nd Jan 2016 - No phone call from Talk Talk Manager
3rd Jan 2016 – Spoke to 3 different TalkTalk reps via online chat:
1st Rep : Agreed I could hold current bill till credit was allocated – went to email chat to email address and it just came up as “End Chat” and then the survey came up
2nd Rep: Said they would look at my account to confirm what the 1st Rep had said- went to “email chat to email address” and it just came up as “End Chat” and then the survey came up
3rd Rep: Said they would look at my account to confirm what the 1st Rep had said and then started the whole “Your contract was cancelled on the 29th”- I gave up
4th Jan 2016 AM – Tried to pay bill over phone – system would not recognise phone number
4th Jan 2016 PM –Tried to contact Customer Services through online chat, but all representatives busy
5th Jan 2016 AM – Tried to pay bill over phone – system would not recognise phone number
5th Jan 2016 AM – Was advised to phone 08000 4999999 via online chat as this line would not ask for my phone number, I dialled the number and I was then asked for my phone number, so got no further.
Any advice appreciated. :mad:
Please read the chain of vents below and advise what I should do next.
The bill is due on the 6th Dec.
4th Dec 2015 – Lost Broadband and telephone connection
7th Dec 2015 – Finally got through to Customer Services to report fault was transferred to Techinical Support team who promised to be in touch within 72 hours.
9th-11th Dec 2015 – Numerous phone calls to Technical Support team, only to be told the same thing over and over: “Please respond to text sent” we never received any texts and we checked our mobile numbers numerous times.
11th Dec 2015 – Had enough, asked if we were outside our Contract, it was confirmed we were, I cancelled our Direct Debits and cancelled our subscription in full.
19th Dec 2015 – Received a bill for £29.70 covering period 18th Dec 2015 – 19th Jan 2016.
1st Jan 2015 AM – Spent over 2 hours online speaking to one of Talk Talk’s reps. Was told we are indeed due a credit. I asked how much the credit was for, was told they couldn’t tell till next bill was generated. I told them I cancelled the contract on the 11th Dec before the bill was generated, was told that the contract was cancelled on the 29th Dec. This is not true. I cancelled on the 11th Dec. Talk Talk confirmed I had cancelled it on the 11th and that we were outside our contract, however, it did not cancel fully till the 29th Dec. I asked if I could leave the current bill unpaid and wait till the credit was allocated. I was told if I did that I would be charged late payment fees. I stressed how unreasonable this was as I could no longer access my Talk Talk account as you needed a Talk Talk internet connection to do so. They told me to contact Customer Services and set up a payment plan. I told them I didn’t need a payment plan, I just wanted to wait till the credit was allocated before I made payment so I wouldn’t be chasing a refund, as it was extremely difficult to get in contact with them and I couldn’t access my account no longer. They then said they would put a compliant onto my account and a Talk Talk manager would phone me directly within 8 hours. I confirmed my mobile number and waited.
1st Jan 2016 PM- No phone call from Talk Talk Manager
2nd Jan 2016 - No phone call from Talk Talk Manager
3rd Jan 2016 – Spoke to 3 different TalkTalk reps via online chat:
1st Rep : Agreed I could hold current bill till credit was allocated – went to email chat to email address and it just came up as “End Chat” and then the survey came up
2nd Rep: Said they would look at my account to confirm what the 1st Rep had said- went to “email chat to email address” and it just came up as “End Chat” and then the survey came up
3rd Rep: Said they would look at my account to confirm what the 1st Rep had said and then started the whole “Your contract was cancelled on the 29th”- I gave up
4th Jan 2016 AM – Tried to pay bill over phone – system would not recognise phone number
4th Jan 2016 PM –Tried to contact Customer Services through online chat, but all representatives busy
5th Jan 2016 AM – Tried to pay bill over phone – system would not recognise phone number
5th Jan 2016 AM – Was advised to phone 08000 4999999 via online chat as this line would not ask for my phone number, I dialled the number and I was then asked for my phone number, so got no further.
Any advice appreciated. :mad:
0
Comments
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Never pay on an estimated bill. Always read and understand your bill0
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[FONT="]Hi [/FONT][FONT="]magenta1977
I am truly sorry to hear this and do apologies for any inconvenience caused. I would like to help with this, please contact us on our Twitter feed @TalkTalkcare or on our Community.
Thanks,
Abbie
[/FONT]“Official Company Representative
I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
If you placed a cancellation request on 11th December then the services wouldn't actually cancel until 10 working days later which, over Christmas, could well take the actual cancellation date to the 29th.
Any of the ISPs and phone suppliers will charge the full month and then should credit back. This is due to the cancellation and disconnection actually being done by open reach. Once open reach have done the disconnection, their system informs the providers system and the service cancels. Any credit due should be applied to the final bill, which you haven't had yet.
You have paid for your calls up to the 4/12/15 as bills are usually made 2 weeks in advance and your bill period is 18th of the month to 17th of the next month. You bill on the 19th would have covered your services in advance and call charges up to 4th December.
Your next bill should be call charges from 4th December to 29th when the service actually went off take away a refund of service charges you had paid in advance so a refund of up front payment from 30th December to 17th January should be applied to the bill.
Depending on your call charges, you may still owe talk talk money. And if you haven't paid the bill on the 19th, you defiinately owe them money.
If the service never returned since 4th December then also push them for a credit for loss of service from the 4th. That will reduce any bills further.0 -
Does TalkTalk not realise their copy and paste responses are inaccurate? @TalkTalk Car? A car?0
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It's @talktalkcare....
https://twitter.com/talktalkcare?lang=en-gb
I'm not sure that it is a cut & paste response, given at least 2, no 3, errors, 1 critical.0 -
Cornucopia wrote: »It's @talktalkcare....
https://twitter.com/talktalkcare?lang=en-gb
I'm not sure that it is a cut & paste response, given at least 2 errors, 1 critical.
The sloppiness of Talktalk's response is perhaps a symptom of why organisations like Talktalk have so many problems in billing and communication.Never pay on an estimated bill. Always read and understand your bill0 -
The Consumer Contracts Regulations 2013 were published by BIS on 13 December 2013 and came into force on 13 June 2014. Regulation 41 requires an 01, 02, 03 or 080 number for post-sales helplines.MarilynMosby wrote: »You can call the TalkTalk contact number on for help and advice regarding your issues. The contact number is 0870 174 ****.
See http://legislation.gov.uk/uksi/2013/3134/regulation/41/made
and http://www.gov.uk/government/uploads/system/uploads/attachment_data/file/429300/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf for details.
In the event of non-compliance, Regulation 41(2) gives the caller the right to a refund of any excess call costs incurred over and above whatever an equivalent call to an 01, 02 or 03 number would have cost.
Breaches of the regulations can be reported to Trading Standards via the Citizen's Advice national Consumer Helpline on 0345 404 0506.
It is possible that a cheaper number is now available but if that were the case, there should be an announcement when you call the 0870 number telling you to hang up and re-dial the new number.0 -
ha, don't be fooled by the "CEOs office" yarn, this just means you've been passed on to the UK based call centre, just as useless but easier to understand the accent0
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The Consumer Contracts Regulations 2013 were published by BIS on 13 December 2013 and came into force on 13 June 2014. Regulation 41 requires an 01, 02, 03 or 080 number for post-sales helplines.
That number was free from Talktalk Landlines, but they seem to have changed it anyway.
The new number is: 0345 172 00880 -
While that particular 0870 number may have been free from a TalkTalk line, it was a premium rate call from other landlines and from mobiles, and that is why usage of such numbers was banned for customer service lines on 13 June 2014.Cornucopia wrote: »That number was free from Talktalk Landlines, but they seem to have changed it anyway.
The new number is: 0345 172 00880
This discussion has been closed.
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