Talktalk issue with pricing

Tonyw79_2

Hi, this is my first time posting to one of these forums and hopefully this in the right area, i'm looking for some advice so I'll start from the top.

I recently spoke to Talktalk customer services via the webchat thingy on there site as I was unhappy with the price i was paying, somewhere in the region of £47.45 per month. Now the customer service rep was very quick to say that I was paying "way too much" and that I could have the EXACT same service for £33 per month, saving me £14.45 per month.

Now, i'm not naive, I got the rep to repeat that it'd be the EXACT same package for £33 per month, after which I then tried to discuss the fact that she implied that I had been paying them too much for my broadband and wanted a refund, at which point I was passes to a supervisor.

Firstly, according to Talktalk i am not eligible for a refund as it was a legacy package and my contract had actual expires sometime ago and secondly, the word EXACT doesn't mean what I thought it does, I pay £47.45 for broadband, line rental and a Uk and international call boost, the EXACT same package i was promised did not include the boosts mentioned and in fact equated to £12 odd OVER what I am already paying them per month. The supervisor then said that none of my boosts were taken into consideration when the offer was made, although I argued that a) the customer service rep was logged into my account so could see my current package and b) the £47.45 i pay at the moment covers my boosts so to claim I would save £14.45 on the exact same package where in fact I would pay £12 extra is a £26 difference and grossly misleading.......the reaponse I got "the agent can receive training on their maths'

Now, after that rant, two questions 1) am i eligible for a refund for the high price I have paid since my contract expires and 2) If they say the EXACT same package at £33 a month is that what I am actually entitled to?

I have sent a complaint to TalkTalk who tried to speak to me over the phone buy i requested a letter be sent to me instead. Also as it was a webchat I have copy and pasted the chat into a word document for proof of what was said and should I need to take it up further CEO's office or Ombudsman

Any advice would be great

Tony

JJ_Egan

1) am i eligible for a refund for the high price I have paid since my contract expires

100% no its all your fault .
Just as it will be my fault if at the end of my current contract i ignore it and get charge the full price from then on .

Tonyw79_2

I kind of had an feeling I may have been clutching at straws with the refund bit tbh, but anyone have any thoughts on the whole 'exact same package' thing and where I stand on at least getting them to honour that offer?

angryparcel

Tonyw79 wrote: »

I kind of had an feeling I may have been clutching at straws with the refund bit tbh, but anyone have any thoughts on the whole 'exact same package' thing and where I stand on at least getting them to honour that offer?

Yes packages are quotes without boosts as these are addons, so not part of the package.
i.e. if you asked to upgrade your package they would ask if you still wanted the boosts as these are extras

Tonyw79_2

But surely if the price they are using for the comparison is inclusive of the boosts and they are offering the exact same thing for £33 and telling me that i'd be saving £14.45 per month, the difference between the one I have and the new one I must have some grounds for them misrepresenting what they're offering at least? I spoke to them again this afternoon to see if I was just unlucky first time around but the agent I got through to this time actually quoted me 7 different prices for the same thing.

MurkySurfy

You were offered a "retention" deal until you confirmed you wanted this deal with that specific customer rep, you will most likely lose it.
If you had confirmed to go through with the deal and since you got the rep to say that you will get the same exact package as you have now for an exact total price, you will most likely get it.
From what you wrote, it sound an offer was made but not processed through and you got switched to a different rep. That person or anyone after doesn't have to fulfilled that offer.

TalkTalk

Hi Tonyw79,

It sounds like you're getting mixed messages and I'm really sorry about that. So that we can look into this for you properly, can you please drop us a tweet (@TalkTalk) or register and post on our Online Community?

Thanks,

Becky