Talk talk driving me insane please help!

Christina_Joy

I haven't had broadband for 3 weeks! Long story short I haven't received any contractual paperwork or m welcome pack or anything! So fed up with their horrid customer service I tried to cancel my internet only to be given a £227 leaving fee!!!!! Which is ridiculous as I have not even used any of their service!!!

This is the email I sent them... Which gives more details about the situation. Apologies for it being so long but I am at my wits end right about now.

Dear talk talk,
I am writing to make a complaint about the exceptionally poor quality of service which I have received from your company and to request a full cancellation of my account, without charge, as I feel that a minimum level of service has not been achieved and my attempts to resolve the situation have resulted in a mess of poor customer service, with no answers and no resolutions.
It has now been over 3 weeks since my confirmed go live date (Confirmed by your CS, as I’ve received no paperwork, contracts or other information) and I am yet to have any internet connection.

I have attempted nearly countless times to discuss the issues with your customer service only to find them exceptionally unhelpful, with each employee providing a differing answer and consistently redirecting me to other team members, who also provide no solutions. This is the most frustrating customer service experience I have dealt with in my entire life.
I would like to highlight the following 5 issues, their lack of any resolution and put these forward as case for cancellation of my contract as I am wholly unsatisfied with the service I have received.

ISSUE 1
I am yet to receive any paperwork to confirm my account and contract. I have on numerous occasions spoken to customer service to enquire as to my account details so that I can track orders, any payments, contract details and so on, only to be informed that they can’t help and all the information will be in my welcome pack. A welcome pack that I am yet to receive and was apparently posted in February, I have requested a new welcome pack and have still not received one. This lack of ability to access my financial agreements, account details and service information is appalling and should be an easily rectified issue, yet still has not been solved.

ISSUE 2
I have had numerous issues with enquiring about the status of my connection, when it should be live and so on. Initially it appeared that there was an error with processing the address provided and as such I requested your customer service representatives to alter this - Over 3 weeks ago now - however, when attempting to enquire about the status of the account I am continually informed by the CS representative that the address is still registered as the previous one.

ISSUE 3
I’ve attempted to work with your customer service to diagnose why I appear to be receiving no internet connection to be told that I will receive a visit from an engineer to resolve the issue. I have been told that this has been booked in, yet, unsurprisingly I have received no written or emailed confirmation of the time and date of this visit, something the CS representative informed me I would.

ISSUE 4

Today (16/03/2016) I got an email from Talk Talk asking for a payment of £51.53 to be paid online which is exceptionally challenging given that I can’t even access my account as (see ISSUE 1) I’m still yet to receive my account details or any paperwork.

When I attempted to discuss this with your customer advisor to understand the charges I was informed that this charge is for current month and an advance for next month though the exact breakdown of charges and reasons was not provided. This a charge for a service that I am not receiving at all, and whilst the customer representative noted that compensation would be provided for the days of internet unused, I refuse to pay any money for a service that I am yet to receive and to which no reasonable help has been provided in resolving my issues to receive said service.

Your company is quick to take money and put on charges but not helpful in the slightest when it comes to ensuring customer satisfaction or resolving any issues.

ISSUE 5
After inundated online chats with your customer advisors and continual frustration and the ineptitude and lack of resolution for the past couple of weeks I have requested to cancel my contract. Only to be informed by your customer advisor that to do so would incur £227 in fees. This equates to over £20 a month for the remainder of the contracted period, and is frankly outrageous. I am disgusted that your company feels a charge like this is even warranted when the most basic level of service both in provision of internet connection and customer care has not been achieved or even received.

I have patiently attempted to resolve my issues with your customer service representatives for over 3 weeks now, to the point where I have no trust in your business, service or support and wish to firmly part ways, to request this and for the company to have such audacity to request fees of £227 is outrageous.

I have never had such appalling customer service in my life. If you refuse to end my contract without charge I will be complaining to Ofcom using the ADR scheme to come to a resolution. My argument will be inclusive of the 5 unresolved issues noted above and focus on the poor customer service, complete lack of actual internet service and the expected absurd fees for a non-existing service to which little to no attempt has been made to assist me in resolving the issues.


Regards,

Christina :mad::mad::mad:

Miró

Hi Christina Joy

I have every sympathy...I recently had my own nightmare experience with TT. Which email address did you send your message to? I found this one for the CEO's office got me a swift response....

talktalk_ceo@mailgb.custhelp.com

TalkTalk

Hi Christina,

We've just replied to your private message. Please get in touch with us via one of the contact methods suggested.

Thanks,

Becky

Anthorn

Christina Joy, you do not have to pay for anything you have not received. You have already hit the proverbial brick wall making polite inquiries. Now it's time to escalate to an official complaint.

http://help2.talktalk.co.uk/how-do-i-make-complaint
http://consumers.ofcom.org.uk/complain/

Don't assume you are on your own in having problems with Talk Talk. In my own case I signed up for Talk Talk phone, broadband, fibre and mobile on 16 February and my go live date was 02 March and I actually went live on 04 March. But I was unable to log in to My Account until 10 March on which date my mobile order was confirmed. On 11 March I received an email to confirm that my mobile sim had been sent but to date no mobile sim. In fact I've given up on it now. I think it's obvious to all and sundry that Talk Talk is unable to provide the services it says it provides and is contracted to provide.