Leaving Talk Talk Nightmare

eschaton

Not really a nightmare but an indication of how bad service can be from a company if you have the need to contact them - and apologies for the long post

I signed up for Talk Talk Broadband & home phone on 26th May 2016 with an 18 month contract.

The broadband was free and I paid the 18 month line rental upfront which I presumed would mean nothing else to pay during the contract.

Two weeks ago I got an e-mail from them saying that the price of broadband was increasing to £1.75 per month from my August bill. Not a great amount but you don't expect them to start charging for something that was supposed to be free.

I spoke to them using online chat to ask if my line rental would be refunded if I left early and I eventually got the 'yes' answer.

General Info
Chat start time July 28, 2017 12:04:40 PM EST
Chat end time July 28, 2017 1:01:35 PM EST
Duration (actual chatting time) 00:56:55
Operator Crystal
Chat Transcript
TalkTalk: Hi, welcome to TalkTalk. One of our agents will be with you shortly.

Changes to your account will only be made when confirmed in this chat. If for any reason your chat ends before receiving confirmation, please chat back.
TalkTalk: You are now through to Crystal. How can I help you?
Crystal: Hi, Xxxxx.
Xxxxx: If I cancel my contract, I presume I will get a pro-rata refund on the line rental that I paid upfront?
Crystal:
I am sorry to hear that you wish to leave TalkTalk.

Crystal:
May I ask, what is the main reason you are looking at leaving TalkTalk?

Xxxxx: My free broadband is going up to £1.75 which is no longer free. When I took the saver line rental I presumed I would have no further payments to make for the duration of my contract.
Crystal:
I can definitely offer you a cheaper deal that will be on our new Fixed Low Price Plans, which means you won't have to worry about any price increases in the future.

Xxxxx: I'm not bothered about the future. I'm bothered about the present. I hope that the extra £7 over 4 months is worthwhile to lose a customer over. Can you answer my original question please.
Crystal:
I just need to take some details so that I can open your account. Please can you reply with:

• Your full name
• Your phone number
• The 1st and 3rd characters of your password

Xxxxx: Xxxxx / Xxxxx / Xxxxx
Crystal:
Great! That matches our records. Please give me a moment to check your account.

Crystal: Thank you for your patience.
Crystal:
Should you wish to cancel your contract you will be charged a contract breakage fee.

Crystal:
However, you will be refunded for your line rental that you have paid in advance.

Xxxxx: Thats good. I'll be in touch with when I'm leaving. Off to Plusnet now.
Xxxxx: How will I be charged a breakage fee?
Crystal:
Would you allow me the opportunity to offer you the cheapest deal we have available?

Crystal:
This will be added to your bill.

Xxxxx: You misunderstood my question - maybe try WHY will I be charged a breakage fee?
Crystal:
This is because you are still currently in contract, your contract end date is on the 25/11/2017.

Xxxxx: I'm not convinced that Talk Talk provide adequate training. You should know that I have 30 days to leave without penalty.
Crystal:
Yes, that is absolutely correct.

Crystal:
If you place your notice 30 days prior to you contract end date, you will not be charged a breakage fee.

Xxxxx: You should ask for better training. This is very poor.
Xxxxx: If you want to change or cancel your broadband package without charge or penalty, you can do so by calling us on 0345 172 0068 within 30 days of receiving this email.
Crystal:
You contract end date is on the 25/11/2017, if you place your notice 30 days before this date, you will not be charged a contract breakage fee.

Crystal:
I do understand.

Crystal:
I this an email that you have received?

Crystal:
Is*

Xxxxx: Are you telling me that Talk Talk are sending out e-mails and not making you aware of the content?
Crystal:
I am aware of the emails, I was not aware that you were initially referring to the email, I do apologize.

Xxxxx: I thought when you loaded my account details up it would tell you about my account. So to clarify, when I leave within 30 days I will get a refund on the remaining line rental?
Crystal:
Yes, if you cancel your contract 30 days prior to your contract end date, you will be refunded any line rental that is owed to you.

Xxxxx: Great news!
Crystal:
I do see that your advance line rental payment ends in 3 months and 28 days.

Xxxxx: Even better, losing a customer for £5.25
Crystal:
If you would allow me, I will offer you the cheapest deal we have available and refund the outstanding line rental that you have on your account.

Xxxxx: No thanks. I don't really trust a company that offers free broadband for 18 months and then starts charging in month 15.
Crystal:
I completely understand how you feel, I would definitely feel the exact same way, however, you are on one of our really old packages that we no longer offer anymore, I will be able to offer you a deal that is guaranteed to be FIXED throughout your contract.

Xxxxx: It's 15months out of 18, not really OLD. Plusnet offer a FIXED contract as well.
Crystal:
How much is Plusnet offering the contract for?

Xxxxx: That's an irrelevant question. As I have already said, I DON'T trust Talk Talk with what they do to make an extra £5.25. It's not about price, it's about trust.
Xxxxx: I can join Plusnet on an 18 month contract and see it out as intended.
Crystal:
I am truly sorry that we have disappointed you, you are certainly a loyal customer and we will most definitely regret losing you.

Xxxxx: Apart from scripted replies it is also a stupid remark to make. You are really saying that you will regret losing me because we have decided to ask for the small sum of £5.25 that wasn't expected. Don't make apologies that have no meaning.
Crystal:
My replied are genuine, these are not scripted, it would be sad to lose a customer that has been with us for such a long time.

Crystal:
replies*

Xxxxx: Then why charge for FREE broadband?
Crystal: You were on package that is really old and that we do not offer anymore, those packages were not Fixed Low Price Plan packages and therefore, their prices have increased, I do understand the inconvenience this has caused, the best that I am able to do is offer you the cheapest deal we have , as I mentioned, you are a loyal customer that we would not want to lose.
Crystal:
If you wish to cancel you contract, I will be able to cancel this for you without a contract breakage fee.

Xxxxx: This is tedious. A company that values their customer does not lose them to make an extra £5.25. I am not a valued customer. It is not a really old package. It was an 18 month contract. That's 18 months, not 15.
Crystal: I completely understand.
Xxxxx: Thanks for offering (no breakage fee) what is a legal obligation.
Crystal:
Would you need me to place your cancellation now, or will your new provider be taking over your line?

Xxxxx: I'll be in touch once I've sorted out my new FIXED contract.
Crystal:
I do understand.

Crystal: Xxxxx, is there anything else I may assist you with?
Xxxxx: I only have phone and broadband so there is nothing else.
Crystal:
Thank you for your time and patience, I do apologize for frustrating you.


I phoned them the next day to leave my contract early (penalty free) due to them increasing the cost. That was painful speaking to people that are clueless in their outsourced call centre. If I understood correctly, I spoke to both Malcolm and Andy but I don't think I was talking to anyone called Malcolm or Andy. It was agreed that line rental would be refunded.

I then went online and signed up to a deal with Plusnet.

I got an e-mail from Talk Talk the next night saying that I would be charged £51.98 for Simply Broadband (that's £51.98 for the free broadband) due to leaving my contract early.


Another phone call to their outsourced call centre and I got Lisa (not really Lisa) who was a nightmare, absolutely clueless. I then got a supervisor called Rheal (very real) who wasn't really a supervisor and eventually told me that 'all the managers are closed'.


Back onto online chat it was and the last contact I have had directly with them as I'll explode if I speak to one of their muppets again.


General Info
Chat start time July 30, 2017 3:25:34 PM EST
Chat end time July 30, 2017 4:20:34 PM EST
Duration (actual chatting time) 00:54:59
Operator Nqobile
Chat Transcript
TalkTalk: Hi, welcome to TalkTalk. One of our agents will be with you shortly.

Changes to your account will only be made when confirmed in this chat. If for any reason your chat ends before receiving confirmation, please chat back.
TalkTalk: We're busy helping other customers, we will be with you as soon as possible. Thank you for your patience.
TalkTalk: You are now through to Thulile. How can I help you?
Xxxxx: I have had the unfortunate experience of speaking to two different clueless people in your call centre tonight. It was no better yesterday. Can I ask where this call centre serving UK customers is based?
Thulile: Hi, Xxxxx.
Xxxxx: Hi, can you please answer the above question before I go onto my next question?
Thulile:
I fully understand your query and would be more than happy to help you regarding the UK call centre.

Thulile:
I do apologize as at UK there is no call center for TalkTalk as they outsourced it.

Xxxxx: I guessed that which means that when you need to speak to Talk Talk you end up with speaking to a person who does not know how to answer a simple question.
Xxxxx: Which is what brings me to here as I will have an immediate record of the discussion and should not need to repeat myself numerous times and still get nowhere.
Xxxxx: So, tonight at 17:33 hrs I got an e-mail from Talk Talk....
Xxxxx: This part of it.....
Xxxxx: Your leaving costs Since you’re leaving us before the end of your contract’s minimum term, there will be some extra charges you’ll need to pay. We’ve estimated them here: SimplyBroadband £51.98
Xxxxx: Can I please ask for a breakdown of these charges?
Xxxxx: Mainly referring to all values above £0.00
Thulile:
If I may ask, have you placed your cancellation with Talktalk?

Xxxxx: Yesterday - which is why I got this e-mail
Thulile:
Let me access your account so that I can assist you further.

Thulile:
I just need to take some details so that I can open your account. Please can you reply with:

• Your full name
• Your phone number
• The 1st and 3rd characters of your password

Xxxxx: Xxxxx
Xxxxx: Xxxxxx
Xxxxx: Xxxxx
Thulile:
Thank you.

Thulile:
Great! That matches our records. Please give me a moment to check your account.

Xxxxx: As it has taken me over 20 minutes to get this far - we will keep it simple. I just want to know where these final costs of £51.98 are plucked from.
Thulile:
Thank you for your time and your patience

Thulile:
I do apologize as I am helping 4 customers at a time. However looking into your account I can confirm that you will be charged the contract breakage fee the amount of £51.98.

Xxxxx: This is tedious. I have 30 days to leave penalty free so why make up non existent charges? Even better tell me how cancelling a free broadband service could ever cost £51.98
Thulile:
As you are leaving the before your contract end date.

Thulile:
Your contact was to end on the 25/11/2017.

Xxxxx: I am leaving as you are increasing the broadband cost from £0.00 to £1.75. Due to this I can leave penalty free within 30 days. But between the idiots I have had to speak to on the phone in your outsourced call centre and the other idiots sending out wrong e-mails the incompetence is really starting to annoy me.
Thulile:
I do apologize as I can see you are very much frustrated however the contract breakage fee will be charged even if you have placed the 30 days notice because you cancelled your service before the contract end date.

Xxxxx: Are you as seriously as useless as the others, let me quote an e-mail received on Friday.....
Xxxxx: If you want to change or cancel your broadband package without charge or penalty, you can do so by calling us on 0345 172 0068 within 30 days of receiving this email. Thanks for being a TalkTalk customer.
Xxxxx: I phoned yesterday and spoke to the Malcolm and Andy (fake names I presume) and cancelled in line with the above yet still get this e-mail.
Thulile: As i have
Thulile: *As I have advise you to my end, I will need transfer you to the loyalty where you were sent this email and explain further on this as I am on the billing team.
Thulile:
Please stay connected whilst I transfer you to the _______ department who will assist your further. Thank you.

TalkTalk: Please stay online whilst we transfer you to the relevant department who will be able to review today's discussion.
TalkTalk: You are now through to Nqobile. How can I help you?
Nqobile: Hello, Xxxxx.
Xxxxx: I have just explained my issue to the last person - are you telling me that I need to start AGAIN?????
Nqobile:
I have go through conversation you had with my colleague.

Nqobile:
Please accept my apology for any inconvenience, as you are now through to loyalty team I will assist you further.

Xxxxx: I just want an answer to the question I asked nearly 45 minutes ago.
Xxxxx: Why did I receive an e-mail saying that I would be charged £51.98 when I have cancelled my contract within the 30 days allowed due to your price increase?
Nqobile: I had already apologies for is that, just to answer as you had your new provider taking over from us we did not know your reason for cancelling.
Nqobile:
I will waive the fee for you now.

Xxxxx: That's great, at last someone who understands but you did know why I was leaving. I phoned yesterday and spoke to Malcolm and Andy (these were obviously fake names) who were told that I was leaving before making contact with my new provider.
Nqobile: I do apologies once again.
Xxxxx: As this has taken me nearly 50 minutes to get this far, can I please ask for another e-mail confirming what you have said?
Nqobile:
I have waive off the fee for you.

Nqobile:
That goes without saying, you will receive an confirmation email.

Xxxxx: Thank you for your help. If others were as helpful and competent as yourself then Talk Talk would do a lot better.
Nqobile:
I am sorry you feel that way as we always aim for high volume of service to provide to all our customers.

Xxxxx: Once again, thank you to yourself and for your help tonight, I look forward to receiving the confirmation e-mail.
Nqobile:
You're welcome. Is there anything else I can help you with?

Xxxxx: *That's all thanks.


I made the mistake of saying thank you. That was followed up with two identical letters received on different days still claiming £51.98 and surprise surprise, no e-mail.

Why do some companies treat customers in a way that they will never return? I would have most likely stayed with Talk Talk at the end of my contract had this not happened but instead I'll most likely never return no matter how good a deal they offer.

Now I guess I'm waiting on the Talk Talk rep dropping by and trying to sort this mess out.

hutman

sounds awful.. im looking to do the same

was with tesco broadband with consistent speeds up to 12 mbps .. since talktalk took over the service my speed has less than halved!

anyone in the same boat?

incidentally i left talktalk to go to tesco in the first place!

[Deleted User]

eschaton,

I had a very similar experience a couple of years ago. I complained to the CEO office at
Head of Complaints
CEO's Office
TalkTalk Group
P.O. Box 344
Unit 19
Southampton SO30 2NP

Click on "complaints code" on this page http://help2.talktalk.co.uk/how-do-i-make-complaint

I asked for £100 compensation for the stress and hassle but eventually settled for £50 I think (and obviously got the breakage fee waived too). Don't forget to mention Ofcom.

Good luck

eschaton

anactuary wrote: »

eschaton,

I had a very similar experience a couple of years ago. I complained to the CEO office at
Head of Complaints
CEO's Office
TalkTalk Group
P.O. Box 344
Unit 19
Southampton SO30 2NP

Click on "complaints code" on this page http://help2.talktalk.co.uk/how-do-i-make-complaint

I asked for £100 compensation for the stress and hassle but eventually settled for £50 I think (and obviously got the breakage fee waived too). Don't forget to mention Ofcom.

Good luck

Thanks. I'll have a look at the complaints policy later.

Unless anyone from TT appears on here then I'll let them take the £51.98 and we'll see where that gets them.

eschaton

hutman wrote: »

sounds awful.. im looking to do the same

was with tesco broadband with consistent speeds up to 12 mbps .. since talktalk took over the service my speed has less than halved!

anyone in the same boat?

incidentally i left talktalk to go to tesco in the first place!

My connection has been pretty good with Talk Talk but sometimes you only realise how good/bad a company is, is when you need to deal with them directly.

Snakey

I was interested in this but that's a LOT of stuff to read through - and I found it a bit painful to see the way you were speaking to the poor girl on the other end - I got as far as the lack of clarity over whether she was saying you could cancel within 30 days of the end of your contract or whether you could cancel within 30 days of now, then I scrolled down and realised how much more text there was to get through and I gave up.

Would you (or some other kind soul who did read it all) mind summarising for me please: Did it turn out that you can get your pre-paid line rental refunded if you leave within 30 days of a price increase? Or do you lose it?

I'm in the same situation as they've put up my price (allowing me to leave if I like) but I have paid the line rental up front. Obviously if I can't get it back there's nothing to be gained by switching away "without penalty" as it would cost me £15 a month in lost line rental until the original contract end date - which might technically not be a penalty but would definitely feel like one.

They no longer do the Value Line Rental offer and so the small print doesn't seem to be available to allow me to find this out for sure. It's a dead link on their site.

[Deleted User]

eschaton wrote: »

Thanks. I'll have a look at the complaints policy later.

Unless anyone from TT appears on here then I'll let them take the £51.98 and we'll see where that gets them.

Personally I'd cancel the direct debit mandate but your call obviously. I'd rather I owed them than have to try and get money back.

eschaton

Snakey wrote: »

I was interested in this but that's a LOT of stuff to read through - and I found it a bit painful to see the way you were speaking to the poor girl on the other end - I got as far as the lack of clarity over whether she was saying you could cancel within 30 days of the end of your contract or whether you could cancel within 30 days of now, then I scrolled down and realised how much more text there was to get through and I gave up.

Would you (or some other kind soul who did read it all) mind summarising for me please: Did it turn out that you can get your pre-paid line rental refunded if you leave within 30 days of a price increase? Or do you lose it?

I'm in the same situation as they've put up my price (allowing me to leave if I like) but I have paid the line rental up front. Obviously if I can't get it back there's nothing to be gained by switching away "without penalty" as it would cost me £15 a month in lost line rental until the original contract end date - which might technically not be a penalty but would definitely feel like one.

They no longer do the Value Line Rental offer and so the small print doesn't seem to be available to allow me to find this out for sure. It's a dead link on their site.

The time it took to get an answer was the painful bit. Over 55 minutes for the first chat. It was also painful to start getting told about breakage fees that don't exist in my case after they had my account details up.

If you only wanted to know the answer about line rental then you will see I answered that very early before the copy of the chat. You maybe missed it on the way past.

zaax

The moral of this story is : Avoid Talk-talk like the plague

Snakey

eschaton wrote: »

The time it took to get an answer was the painful bit. Over 55 minutes for the first chat. It was also painful to start getting told about breakage fees that don't exist in my case after they had my account details up.

If you only wanted to know the answer about line rental then you will see I answered that very early before the copy of the chat. You maybe missed it on the way past.

No I saw it - the "I eventually got the 'yes' answer" bit, right? - but I assumed by that not being the end of the post that there must be more to it than that (along the lines of "...or so I thought, but then..."), especially when scrolling down to the bottom of your post you were talking about being £50 out of pocket.

So they will refund VLR for the remainder of a cancelled contract, and whatever the problem then was, it was nothing to do with that part of the advice turning out to be wrong? That's good to know. Thanks!

I'm probably not going to switch away from them, because in my experience utility companies are the same as banks i.e. they are wonderful as long as you don't do anything to confuse them such as having a query or a problem or moving house or changing supplier, and so I suspect I (and perhaps you too?) would have more issues a) leaving them and b) joining a new one than just by staying put, and the annoyance of that would outweigh the sweetness of saving a couple of quid. But I do want to swap to a cheaper tariff. At the moment I've got a package with TV even though I don't own a TV because (at the time) it worked out cheaper than the package without. Now it looks like it's cheaper to just have the broadband again.

TalkTalk

Hi eschaton,

Could you please drop us a tweet (@TalkTalk) so that we can get some details and have a look into this for you? I'm sorry you spent such a long time on chat, we'll be able get to the bottom of this if we can check your account.

Thanks,

Becky