TalkTalk - Bunch of snakes!

Fran

TalkTalk customer services are slippery and slidey!  In August I was due for renewal of contract. I tried to get a good deal but they were not matching other providers so I started the process transferring. They sent me a letter, saying they could get me a deal 'that's right for you', how nice! So I rang them and agreed £19.95. They said I would need to call back to complete it (beware of this!) and I rang back the next day. They said I would be charged the extra (£10) for this month but I would be credited and only need pay £19.95. I was paying by direct debit and had not checked the bill (mistake!) until October, when I found they were charging me £29.95. When I called them, the first thing the man said to me was "you are confused". No, I'm not! At the end of the call I was told they could not do anything and a manager would have to phone me back.  Of course they won't! A week later (today) and I've had a 40 minute call to try to sort it out. They said they could only do it by charging me £20.95 did I agree? No! A new contract was made from now (beware of them reading out, in a hard to understand accent, the terms and conditions), and in the end I insisted I wanted my money back and they agreed to credit my account. The only way they would honour the original agreement (which was £19.95) was to make a new contract for £20.95 and credit me £18 to cover the 18 months. I was befuzzled by this and while concentrating on what they were offering nearly missed the fact that they had not agreed to reimburse the overcharging since August. I finally was told I would be credited that too. By putting you on hold, then transferring you to someone else, making strange contracts (pay £20.95 and then we will credit you £18 over 18 months), saying someone will call you, saying that you have not called them back and starting new contracts, they are difficult to deal with. A cautionary tale; don't be confused!

Farway

TLDR..........

giraffe69

Farway said:

TLDR..........

Can't think why you had the need to write that.

TalkTalk

Fran said:

TalkTalk customer services are slippery and slidey!  In August I was due for renewal of contract. I tried to get a good deal but they were not matching other providers so I started the process transferring. They sent me a letter, saying they could get me a deal 'that's right for you', how nice! So I rang them and agreed £19.95. They said I would need to call back to complete it (beware of this!) and I rang back the next day. They said I would be charged the extra (£10) for this month but I would be credited and only need pay £19.95. I was paying by direct debit and had not checked the bill (mistake!) until October, when I found they were charging me £29.95. When I called them, the first thing the man said to me was "you are confused". No, I'm not! At the end of the call I was told they could not do anything and a manager would have to phone me back.  Of course they won't! A week later (today) and I've had a 40 minute call to try to sort it out. They said they could only do it by charging me £20.95 did I agree? No! A new contract was made from now (beware of them reading out, in a hard to understand accent, the terms and conditions), and in the end I insisted I wanted my money back and they agreed to credit my account. The only way they would honour the original agreement (which was £19.95) was to make a new contract for £20.95 and credit me £18 to cover the 18 months. I was befuzzled by this and while concentrating on what they were offering nearly missed the fact that they had not agreed to reimburse the overcharging since August. I finally was told I would be credited that too. By putting you on hold, then transferring you to someone else, making strange contracts (pay £20.95 and then we will credit you £18 over 18 months), saying someone will call you, saying that you have not called them back and starting new contracts, they are difficult to deal with. A cautionary tale; don't be confused!

Hi Fran,

I do apologise for the experience you've had and for the confusion over your package price. If there's anything further we can do to help at all or if you have any concerns, please don't hesitate to contact my team directly via Facebook, Twitter (@TalkTalk) or by registering and posting on our Online Community and we can take a look for you.

Thanks,
Becky

Sprinkly

TalkTalk said:

Fran said:

TalkTalk customer services are slippery and slidey!  In August I was due for renewal of contract. I tried to get a good deal but they were not matching other providers so I started the process transferring. They sent me a letter, saying they could get me a deal 'that's right for you', how nice! So I rang them and agreed £19.95. They said I would need to call back to complete it (beware of this!) and I rang back the next day. They said I would be charged the extra (£10) for this month but I would be credited and only need pay £19.95. I was paying by direct debit and had not checked the bill (mistake!) until October, when I found they were charging me £29.95. When I called them, the first thing the man said to me was "you are confused". No, I'm not! At the end of the call I was told they could not do anything and a manager would have to phone me back.  Of course they won't! A week later (today) and I've had a 40 minute call to try to sort it out. They said they could only do it by charging me £20.95 did I agree? No! A new contract was made from now (beware of them reading out, in a hard to understand accent, the terms and conditions), and in the end I insisted I wanted my money back and they agreed to credit my account. The only way they would honour the original agreement (which was £19.95) was to make a new contract for £20.95 and credit me £18 to cover the 18 months. I was befuzzled by this and while concentrating on what they were offering nearly missed the fact that they had not agreed to reimburse the overcharging since August. I finally was told I would be credited that too. By putting you on hold, then transferring you to someone else, making strange contracts (pay £20.95 and then we will credit you £18 over 18 months), saying someone will call you, saying that you have not called them back and starting new contracts, they are difficult to deal with. A cautionary tale; don't be confused!

Hi Fran,

I do apologise for the experience you've had and for the confusion over your package price. If there's anything further we can do to help at all or if you have any concerns, please don't hesitate to contact my team directly via Facebook, Twitter (@TalkTalk) or by registering and posting on our Online Community and we can take a look for you.

Thanks,
Becky

Don’t bother with the online community that doesn’t work either. I’ve had my fixed bill hiked too 

Hammer_Time

They did the same to me, I went on the online community and asked them to listen to my phone conversation to provide what they said. They told me that it is something they can’t do. I will be leaving them when I can.

mohammed1111

They did the same to me, I went on the online community and asked them to listen to my phone conversation to provide what they said. They told me that it is something they can’t do. I will be leaving them when I can.

should take it to the ombudsman (which will cost them a few hundred pounds) then they can prove the contract that was agreed with the call recording, failing that they'll have to take your word on it.