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How do I complain about an Ofcom decision?
Sassygirl35
Posts: 2 Newbie
Hi all, am hoping I'm in the right place to ask!!
Long story as short as poss. Signed up with Talk Talk in Nov 2014 for 18 months. Day after installation it didn't work and that became the regular issue. Countless engineers, charges for engineers not showing up, 4 modems, lies from them etc etc. I tried to exit the contract as it wasn't fit for purpose....BT engineers said I was too far from the cabinet and Talk Talk would be well aware of this!!! Anyway Ofcom said no case to follow so I could pay to exit or wait...so I waited...unhappily!! End of contract came in April last year and I phoned 5 times to confirm my contract was NOT being rolled over and I had cancelled my direct debit. All this was agreed by them at time of calls. They then continued to Bill me and sent it to DCA. Again I got in touch with the ombudsman who said they couldn't link it to my previous complaint as it was a different issue which I disagree with as the whole issue has been a nightmare. Anyway they set up a new complaint and they've come back and said that I can exit the contract without any charges. In over words the charges that Talk Talk added AFTER my contract had ended. I had asked for £100 goodwill compensation, which after my complete lack of service and connection, I thought was fair. i asked ofcom for the evidence that Talk Talk had provided to them as proof of my 'continued' contract and was expecting to see phone records and screen note shots from my discussions with Talk Talk but all they used as 'proof' were the bills that Talk Talk sent me!!!
How can the ombudsman make a decision that has no evidence provided, I sent loads of emails that I'd sent to the CEO's office so I had evidence of the long term complaint.
I'm stunned that it seems they just took TT side and cannot back that up with any proof! Basically they're saying I'm lying and TT aren't?
I want to take it further but don't know how......any help please??
Long story as short as poss. Signed up with Talk Talk in Nov 2014 for 18 months. Day after installation it didn't work and that became the regular issue. Countless engineers, charges for engineers not showing up, 4 modems, lies from them etc etc. I tried to exit the contract as it wasn't fit for purpose....BT engineers said I was too far from the cabinet and Talk Talk would be well aware of this!!! Anyway Ofcom said no case to follow so I could pay to exit or wait...so I waited...unhappily!! End of contract came in April last year and I phoned 5 times to confirm my contract was NOT being rolled over and I had cancelled my direct debit. All this was agreed by them at time of calls. They then continued to Bill me and sent it to DCA. Again I got in touch with the ombudsman who said they couldn't link it to my previous complaint as it was a different issue which I disagree with as the whole issue has been a nightmare. Anyway they set up a new complaint and they've come back and said that I can exit the contract without any charges. In over words the charges that Talk Talk added AFTER my contract had ended. I had asked for £100 goodwill compensation, which after my complete lack of service and connection, I thought was fair. i asked ofcom for the evidence that Talk Talk had provided to them as proof of my 'continued' contract and was expecting to see phone records and screen note shots from my discussions with Talk Talk but all they used as 'proof' were the bills that Talk Talk sent me!!!
How can the ombudsman make a decision that has no evidence provided, I sent loads of emails that I'd sent to the CEO's office so I had evidence of the long term complaint.
I'm stunned that it seems they just took TT side and cannot back that up with any proof! Basically they're saying I'm lying and TT aren't?
I want to take it further but don't know how......any help please??
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Comments
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To appeal against the Ombudsman? Court0
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OFCOM do not hear complaints from consumers. The ISP has to be a member of an ADR service that hears complaints. There are two ADRs for ISPs, CISAS and Ombudsman services : communications. Neither is OFCOM.
Perhaps you could clarify?Proud member of the wokerati, though I don't eat tofu.Home is where my books are.Solar PV 5.2kWp system, SE facing, >1% shading, installed March 2019.Mortgage free July 20230 -
Write to your MP and ask them to contact the Culture Media and Sport secretary, I think you have a valid complaint.
I have had some success contacting CEO office of TalkTalk, it is their reputation.
If nothing else you can go on all the broadband forums and share your poor experience of TalkTalk,
I know that their would have to be a radical change of strategy for me to deal with them ever again.
The Secretary of State has overall responsibility for strategy and policy across the Department for Culture, Media and Sport.
The department’s main policy areas are:- arts and culture
- broadcasting
- creative industries
- cultural property, heritage and the historic environment
- gambling and racing
- libraries
- media ownership and mergers
- museums and galleries
- the National Lottery
- sport
- telecommunications and online
- tourism
Current role holder: The Rt Hon John Whittingdale MP
John Whittingdale was appointed Secretary of State for Culture, Media and Sport on 11 May 2015.Thanks, don't you just hate people with sigs !0 -
Thank you David........I never thought about the local MP. I also think I have a valid case for some recompense after paying every month for a service I never received - basically felt like theft!!
I think I mean ombudsman - sorry for the confusion.........I have dealt with the CEO's office but found them useless too. One girl admitted that she couldn't do anything to help and another never replied to any emails.....I have all that proof too!!
Thank you for the help.......off on a mission!!0 -
So when, after the initial ombudsmans decision against you and before the end of the minimum term, did you actually call them to cancel? And did you actually tell them to cancel?
No one automatically rolls over on to a new contract at the end of their minimum term on residential contract these days but the contract still continues with just the minimum notice period in place. Perhaps you asked them the wrong question. Then again, it doesn't matter what you ask, you have to request to cancel.
Retention departments are incentive driven and, if you aren't specific, what you interpret as a request for action, can be interpreted as a simple question, like the above and how I read your original post. Although I knew what you wanted really, it's not what you asked for. Which is what seems to have happened in this case. If there is any ambiguity then the advisor you're speaking too will always fall on the non-cancel side. Partly as it effects their bonus, and partly as it means that someone, who just wants to make sure their minimum term isn't renewed at the end but wants to keep the service, isn't cut off and doesn't lose the number they have had for 20 years etc.
ISPs can only schedule cancellations for broadband and phone service up to 90 days in advance. Cancelling a direct debit does not put a cancellation request in place but merely forces the ISP to terminate due to non payment. This creates charges for whatever period the phone and broadband were active after the payment should have been due, to when it as disconnected and any outstanding call charges.
Not much help now but maybe useful in the future and for others. It's how the system works. Many people here play the cancellation game yearly, what people forget is ISPs play it too. You need to be specific about your request or they won't be heard. Any ambiguity and it's go back to old Kent road and, most of the time, they won't question the ambiguity.
For most places, retention advisers do get a lot of training. In sales, products, people, and much more. they also know what they can get away with legally. Most forget the morality of it in preference to their bonus,
Final tip, if you are cancelling anything, the last question to ask before you leave the call is "is that the cancellation in place now?" That leaves no room for ambiguity and no way for the retention adviser to leave you in any doubt whether your service are now cancelling or not. If they aren't, then ask him to do it now.
Sorry for the rant but I think the advisor legally did nothing wrong and answered the question you asked (from the original post) and I would imagine the ombudsman saw it this way too. For what it's worth, I think he was morally wrong but morality and legality are way different things.0 -
parttimeskint
I think it is sad that you BLAME THE VICTIM, there are HUNDREDS of people on here that have had horrendous experiences with TalkTalk and this is just another example.
They were clearly messing SG around to make commission, which is why they ask for a different email.
If you have dealt with them yourself enough times you will find out.
I used to be a fan, but then I saw them for what they are.Thanks, don't you just hate people with sigs !0 -
parttimeskint
I think it is sad that you BLAME THE VICTIM, there are HUNDREDS of people on here that have had horrendous experiences with TalkTalk and this is just another example.
They were clearly messing SG around to make commission, which is why they ask for a different email.
If you have dealt with them yourself enough times you will find out.
I used to be a fan, but then I saw them for what they are.
This is not personal, but you're allowing your experience to cloud the actual judgement on a one-sided story that your read on the internet.
Forums aren't about only responding to the replies that support your story, its about a discussion of various opinions and input.
Please don't 'shout' at people with an opinion, its really poor nettiquette.0 -
This is not personal, but you're allowing your experience to cloud the actual judgement on a one-sided story that your read on the internet.
Forums aren't about only responding to the replies that support your story, its about a discussion of various opinions and input.
Please don't 'shout' at people with an opinion, its really poor nettiquette.
I am not shouting at anybody.
I think different people come here for different reasons, but when someone asks for help I think it does not help the OP to blame them, they asked for help, either give the help or move on if you can't help.
It could only ever be one sided, it is the OP's post, but we have a plethora of similar experiences from other customers here and I am sure there are many more who do not even post here. I heard one on my local radio station that was similar and I have heard them on R4 You and Yours.
Based on that, I think it is reasonable to believe and trust the OP, who simply wants help.Thanks, don't you just hate people with sigs !0 -
I am not shouting at anybody.
I think different people come here for different reasons, but when someone asks for help I think it does not help the OP to blame them, they asked for help, either give the help or move on if you can't help.
It could only ever be one sided, it is the OP's post, but we have a plethora of similar experiences from other customers here and I am sure there are many more who do not even post here. I heard one on my local radio station that was similar and I have heard them on R4 You and Yours.
Based on that, I think it is reasonable to believe and trust the OP, who simply wants help.
Typing in CAPS is classed as shouting in a forum.
Just fyi.0 -
Saying so does not make it so. I was simply using caps to emphasise as was clear by intonation.
I suppose I should bear that in mind in the future, people complained when I used fonts, they have a go at the OP for not using paragraphs, my approach is to try and help, no more no less.
I do not understand why people feel the need to chime in when they add no value, perhaps they just want a higher post count or something.
Anyway, thanks for the heads up.Thanks, don't you just hate people with sigs !0
This discussion has been closed.
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