Talk Talk - Yet another Sad Customer

alienuk

I recently moved home and carried TT connection with me. just after 2 months of my move, i see that i've been charged 65£ for engineer visit on the december month bill.
I remember that i was told my home move will be free of charge and engineer fee will be waived off. Fortunately, I had money in my bank account and the DD sweep from TT left me with just 10£. It could have been embarassing if I had plans to use my card for shopping.
There was absolutely no intimation or information from TT that they are going charge me.

I spoke with the customer service rep (after waiting for ages on phone) just to be told that it is a different department and gave me a 0870 number which is free to call from TT phone. I called that number and I don't think that number is manned at all as I was waiting for ages.

Is there a formal complaint that i can make on this ruthless behavious from TT? I searched their website , not surprisingly I am unable to find a complaints link or email !

jay-1

I had a problem with my talk talk email and after going round in circles with the helpline people I emailed the CEO dido.harding@talktalkplc.com and it was resolved fairly quickly.

TalkTalk

Hi alienuk,

I'm sory to hear you've received an unexpected bill. There are no charges for moving home with TalkTalk. Have you had a fault raised recently which needed an engineer visit?

Thanks
Emma

Neville_Hillyer

@jay-1 - Thanks - very effective - it may stop working if too many use it so don't tell anyone.

Sheep

I am trying to move to TalkTalk, was messed about for ages, emailed Dido who then replied and passed my complaint to the CEO team. They emaile dme once to say they have my complaint and will be in touch soon. Heard nothing else. called 3 times and was promised a call back by them. Not happened. Getting so fed up of talktalk.

Neville_Hillyer

@ Sheep - I would go back to Dido

alienuk

That was so mean

alienuk

Hi emma - the complaint number is 1-000003-820939-0

Ian011

alienuk wrote: »

... gave me a 0870 number which is free to call from TT phone

Make no mistake, this is a premium rate number. All 084, 087, 09 and 118 numbers are premium rate. The premium is the additional Service Charge paid to the benefit of the called party and their telecoms provider - which must be declared.

The fact that TT discount the cost to zero when this number is called from a TT line, does nothing for the call price when it is called from other landline and mobile networks. This ensures that usage of this number for a post-sales helpline fails to comply with Regulation 41 of the Consumer Contracts Regulations 2013.

Should you ever have occasion to call this number from some other network, Regulation 41(2) gives you 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.

Neville_Hillyer

Why not send this to the most senior person at TT that you can find?

TalkTalk

Hi alienuk,

I'm afraid we're not showing an open complaint on that reference. Could you register and post on our community so we help or drop us a tweet at @TalkTalk care.

Thanks
Emma