alk talk failing to comply with Ombudsman Services: Communications ruling.

mrhappy7

Hello, on 20th Jan I recieved the following e-mail from the Ombudsman Services.

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Your complaint about TalkTalk.
Following receipt of your complaint details we contacted TalkTalk to outline your requested remedy. It has agreed to provide this remedy and you have confirmed this is sufficient to resolve your complaint.
Here is a summary of the proposals agreed by you and TalkTalk in full and final settlement of your complaint:

• allow you to leave Talk Talk without penalty.
TalkTalk should provide the remedy within 28 days from the date of this letter.
Ombudsman Services is pleased there is a resolution to this complaint.
Yours sincerely

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I contacted talktalk today to see when my exit was as they have until 17th Feb to comply with ruling and was told by the agent

"I will need to speak to my manager about the termination fee."

It was clear that there was no notes on the account and that talktalk no intention off honoring the ruling.

Aftering being a talktalk customer for over 10years I can not believe how disgraceful they act.

Does anyone have any experience of how long these companies actually do take to comply with a ruling?

LazyTyper

Today is the 2nd February, you have said they have until the 17th.

mrhappy7

Yeah I know, they have until 17th February to comply. I just want to know a cut off date. So I can tell my new provider it when I order. As they said it can take upto 2 weeks for them to provide me a service.

LazyTyper

To me it looks like 17th February is the date they will allow you to leave penalty-free.

By the way, are you speaking to their general customer service or are you contacting their complaints department?

mrhappy7

Thanks for your reply, I was just speaking to the live agent thing they got on the website, they dont seem to have any other way other way unless you ring them or write to them. The agent did take all my details and looked up everything.

I dont want to ring them as I want to keep a record of everything and I dont want to write to them as they say on their website "we will aim to respond in writing to your query in 10 days" LOL not much use to me that.

TalkTalk

Hi mrhappy7,

If you've had a complaint with the ombudsman you would be allocated a case manager within the CEOs office at TalkTalk. Any questions would need to be directed to your case manager. The customer services team will not be able to assist once a complaint has been lodged and all correspondence would need to be made through the CEOs office.

Thanks
Emma

mrhappy7

If I had the name of a contact for someone within talktalk dealing with my case trust me I would have contacted them first. Sadly I do not.

As I have been finding out recently what should happen and what actually happens within talktalk are very rarely the same thing.

I only have the contact details of the person within the Ombudsmen Service dealing with case.

No one from Talktalk has ever written, called, or emailed me since the case went to the Ombudsmen Service, despite having all my details.

tomthered

@Emma from TalkTalk, can you not pm the name of his case officer as it will be on your records?

nemo183

Right. That'll work. Not. The CEO's office must be a vast hanger like place, staffed by hundreds.

cing0

ceoexec@talktalkplc.com address appears to be working according to http://forums.moneysavingexpert.com/showpost.php?p=68410888&postcount=10 ... hows it for you?

TalkTalk

Hi there,

We don't have a secure way to take any details on here I'm afraid. mrhappy7, if you still need help could you please drop us a tweet to @TalkTalkCare or you can register and post on our community forums for the OCEs to help.

Thanks
Emma