Talk Talk customer service fail

JimTracy

So, I dont know if any of you recall last October, TalkTalk announced a raise in prices - theres in fact an article on this very website -

http://www.moneysavingexpert.com/news/broadband/2016/10/talktalk-to-increase-prices-by-up-to-33yr-for-millions---but-you-can-beat-the-hikes

During the 30 day period where you can cancel without penalty I contacted talktalk via webchat and cancelled (hint to others who may cancel in future - KEEP the log of these chats !!)

"
Chat start time Oct 22, 2016

Me: Hi, im wishing to cancel my contract
Mbalenhle:
Why do you wish to cancel?

Me: because of the price increase
Mbalenhle:
We don't like changing our prices but because we're always investing in our services, etc etc

....

Mbalenhle:
As one of our customers i can offer you etc etc
Me: no thank you
Mbalenhle: What can we do to keep you as our customer?
Me: i want to cancel please
Mbalenhle:
Your services from TalkTalk will be disconnected on and you will be billed up to the 24.11.2016 of disconnection. There will be no charges incurred for this disconnetion. Please do not cancel your direct debit. We will do this for you once the final payment has been taken. You may incur a non-direct debit charge if you cancel your direct debit before the final bill is taken. You will receive your next bill as normal, any subsequent bills will confirm any remaining credits or balances owed. You cannot keep the same telephone number.

Me: ok thank you
Mbalenhle:
Is there anything else i can assist you with?

Me: no thats all"

A few months after this I receive a bill for £199.59 due to "early contract termination"

I have since contacted talktalk WITH the full transcript of the webchat, pointing out the fact that i was told in the webchat how there would be no further penalties, and their first response was to write me a physical letter confirming how I in fact should be billed this much due to me breaking the contract early !!

Of course theyll never see a penny of this money, and Ive replied one more time to remove all fees or I`ll take further action. But for now this experience has forced me into action to post and shame them on this website where a lot of people will see it.

Its time to raise once again how bad talktalk customer service is, and for everyone to keep records of when you cancel and preferably never use them in the first place !

JLS3405

Just go direct to the CEO's office - You have the transcript and as long as you disx within the 30 days given its a no brainer. Sure you can find and email address of number on the web...
Supply all account details/dates and proof, if its as clear as above you should have no issues.


Don't wait for customer services - going round in circles springs to mind