Leaving Talk Talk Nightmare

phillw

eschaton wrote: »

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.

I was with Talk Talk and didn't have that problem leaving them & I think I did leave early when they increased prices.

However I did have similarish problems leaving Talk Talk Mobile, when I was told that I wouldn't be charged a cancellation fee if I switched away within the last 30 days & then I was charged and told that I was definitely told there would be a cancellation fee as supposedly the call handler thought to write that in the notes. The fee was small and they gave in quite easily.

I also had a problem getting Plusnet to refund the upfront line rental, when they said they would refund it before I switched & then said that they never ever ever refund it even if you leave because of a price increase. I eventually persuaded them that isn't the case, so they refunded some of it and it's taken months so far with only the promise of a cheque in the post.

I suspect all the companies build this into their projections when announcing price increases. A certain percentage of people will just accept it, of those who don't they can get the to eventually give up.

TalkTalk

Hi phillw,

Do you need any help with your mobile service or did you get sorted?

Thanks
Emma

phillw

TalkTalk_Company_Representative wrote: »

Do you need any help with your mobile service or did you get sorted?

I did thanks. Sorry if I was vague. I was just trying to show that problems don't always happen and when they do, they can often be sorted with a phone call.

eschaton

phillw wrote: »

I did thanks. Sorry if I was vague. I was just trying to show that problems don't always happen and when they do, they can often be sorted with a phone call.

Phone calls to their outsourced call centres were 50% of the problem with their online chat being the other 50%.

The latest is that I should hear front their complaints team tomorrow. Let's hope that this team isn't part of their outsourced call centre.

eschaton

Still hadn't heard anything yesterday so sent a DM to them again last night.

Got a call from executive office this morning to say that it is too late to cancel charges as service transfers tomorrow but a credit will be applied on the billing date to cancel this out.

Apologies given for the poor service received on the phone and via online chat. £30 goodwill payment also given.

Looks like it should end well but Talk Talk should review how they staff call centres for UK customers if they want to be known for any kind of customer service.