Talktalk Refund

Milly15

Hi, Earlier this year I had a nightmare of a time with TalkTalk and eventually cancelled everything with them - phone, broadband and mobiles. I now have a credit on my mobile account with them but can't figure out how to get a refund. I've looked on their help pages and it says on there that you request a refund online on their Summary page but I can't see anything on there where I can request a refund. I tried using the livechat but that was useless - I just got a message saying thanks for the information and telling me I had to phone their customer service line. It was phoning them that got me into the nightmare in the first place so I have no intention of ever phoning then again. Has anyone else ever managed to get a refund from them and if so, how? Thanks.

Jon_01

I'm sure you'd have to call them and clear security before they'd take any bank details and process the refund.

Milly15

Thanks for taking the time to respond.
They already have my bank details as they insisted I had to leave my DD open so they could take any money I owed to them. I'd put in a formal complaint to them and they knew my account would be in credit at the end and told me I'd have to request the refund online. I looked at their help pages and it says on their that you have to request it online via the summary page but I can't see anywhere on there to request it. I tried asking via their live chat but the agent just put up a standard message with their normal customer service number and then ended the live chat. I really don't want to have to phone them - I've already wasted hours of my life being passed from department to department and it was because of having to phone them and getting abysmal customer service that I ended up transferring away from them.

TalkTalk

Hi Milly15

If you contact us on twitter (@TalkTalkCare) or via our community pages on our website we can certainly look into this for you.
Vicky

martinthebandit

TalkTalk_Company_Representative wrote: »

Hi Milly15

If you contact us on twitter (@TalkTalkCare) or via our community pages on our website we can certainly look into this for you.
Vicky

......and that is just another example of why you should never go with TalkTalk, dreadful customer service.

ERICS_MUM

TalkTalk_Company_Representative wrote: »

Hi Milly15

If you contact us on twitter (@TalkTalkCare) or via our community pages on our website we can certainly look into this for you.
Vicky

Why can't you just give Milly your phone number or email address (or send her a personal message through this website) so you can either deal with it personally OR pass it to the appropriate person to deal with it but checking that it has been done. This would take 2 minutes of your time.

Telling a customer to contact your company via Twitter or your website for a specific problem is ridiculous. What are the odds of Milly finding the 'right' person who has the knowledge and authority to resolve the issue. The phrase needle in a haystack springs to mind.

On the other hand you might be an automated response system and not a human being at all, in which case my post has been a waste of time. Please prove me wrong !

mobilejunkie

I thought that too - given the OP has already wasted a lot of time and effort attempting to deal with them to no avail.

Milly15

Hi everyone, thanks for all the helpful messages. I tried again via the Live Chat on the Talktalk website. After a bit of a false start where I went through all the security questions and was told there was no credit on my account and I said yes there is and I'm looking at my account now (it was a credit on my mobile account), I was told they would have to transfer me to a different department (this is part of the problem with Talktalk - they are always passing you to different departments and different departments say different things which is how I got in a mess with them in the first place). Anyway, after going through the security questions yet again, I eventually spoke to someone called Paul who said he could help me and the refund will be in my account in 5 working days. Fingers crossed, and thanks again.

Milly15

...oh, and I don't "do" Twitter and yes, telling me to contact Talktalk via the community pages is way too vague for me.

TalkTalk

Hi Milly15,

We can't post you the link here sorry! If you search for TalkTalk Community or click on the Community tab on our website, you'll find it fine.

Thanks
Abbie

martinthebandit

TalkTalk_Company_Representative wrote: »

Hi Milly15,

We can't post you the link here sorry! If you search for TalkTalk Community or click on the Community tab on our website, you'll find it fine.

Thanks
Abbie

See post #5 :cool: