TalkTalk will not provide written documentation of agreement

bru88

user1977 said:

bru88 said:

user1977 said:

bru88 said:

Anyway, legally speaking, surely I am entitled to a written confirmation of the contract terms (ALL the salient terms, of which £130 voucher is a big deciding factor for agreeing the contract) agreed over a phonecall?

No, I can't see that you are. It's perfectly competent for the contract to be agreed over the phone. I would suggest you only worry about it if and when they fail to perform.

I agree that it's quite normal for a contract to be agreed over the phone, but it seems to me that if the consumer then requests something put in writing from the service provider to confirm what has been spoken then he/she should be entitled to that, or at the least that it would be quite normal for a (bonafide) retailer/service provider to issue it without any quibbles.

Like asking for a receipt. They have in effect already sent me a receipt via email, but the receipt is inaccurate as it fails to mention everything they promised to provide me for the money I am paying them. I just want an accurate receipt of the transaction.

There is no general legal requirement to provide receipts either. You are free to keep you own records, record your own calls, follow up your understanding of the contract in writing to them, etc, if you want to have some potential ammunition for a future dispute.

Thanks, I'm just surprised that this is acceptable business practice. I'm also surprised that other TalkTalk customers haven't also regarded this as an issue. Maybe I'm just too distrustful of these phone companies with their convoluted ways of providing vouchers (oh but I wonder why that should be!).

bru88

JJ_Egan said:

Screen shots of this offer >>

It was offered to me because I left them (out of contract) and joined Vodaphone.... TalkTalk came back to me that day with a better offer (over the phone) than Vodaphone so I re-signed with Talktalk.

bru88

Jenni_D said:

Simply reply (by email) to TT, using their contract confirmation email, to confirm that the agreed contract also included the voucher. That way you both have written confirmation of the totality of the contract - if they fail to reply to your contract confirmation update to deny your correction then they've effectively agreed to it - especially when a SAR will result in them sending you copies of the phone calls (or transcripts thereof) showing this as part of the offer.  

What does your TT online account show?

I'll do that. TT only send emails that you cannot reply to, but if I fish around I should be able to find one... or I've now seen that they do a "service chat" so I will look in to that too, as sometimes those things email you a transcript of the typed conversation.

TT online account doesn't have any mention of the voucher.

bru88

Alderbank said:

I'm surprised they offered you an Amazon voucher at renewal. I suppose their systems change with time. When I last renewed I  asked for the same voucher they were offering to new starters. They said they were unable to do that but would give me an equivalent discount instead, which they did (slightly more in fact).
Online you can see all your historic payments, changes, refunds, etc. I can see the discounts when I renewed but on checking it doesn't show the Amazon voucher when I first signed up. As far as I can remember I had no confirmation about that until the initial cooling off period was over then I had an email from a third party excitedly telling me to watch out for my voucher within the next whatever days. The voucher duly arrived just within the time frame.

This thread on TalkTalk's own discussion site might interest you: https://community.talktalk.co.uk/t5/Billing/Free-Amazon-Gift-Card/td-p/2564818
Apparently last year there was a glitch in the process for sending out Amazon gift cards but TT staff responded by sending them out manually.

I was surprised too that they matched the voucher that Vodaphone was offering me, but they did and 3 people have confirmed that to me over the phone (but can't just drop me a 1 line email to that effect!)

I'll check out the link. I missed out on a voucher previously because the email from the 3rd party voucher provider never turned up and I just never got round to chasing it up in the end.

emmajones1976

bru88 said:

Jenni_D said:

Simply reply (by email) to TT, using their contract confirmation email, to confirm that the agreed contract also included the voucher. That way you both have written confirmation of the totality of the contract - if they fail to reply to your contract confirmation update to deny your correction then they've effectively agreed to it - especially when a SAR will result in them sending you copies of the phone calls (or transcripts thereof) showing this as part of the offer.  

What does your TT online account show?

I'll do that. TT only send emails that you cannot reply to, but if I fish around I should be able to find one... or I've now seen that they do a "service chat" so I will look in to that too, as sometimes those things email you a transcript of the typed conversation.

TT online account doesn't have any mention of the voucher.

It wont. Its a bonus extra, in the same way if you get a voucher through Sky it doesnt "show up" either.

ripplyuk

I had this with Plusnet. They offered me a £50 prepaid MasterCard if I renewed for 18mths. The email confirmation didn’t mention it. Needless to say, the card never turned up and they ‘lost’ the phone transcripts. Some sort of unfortunate technical error 🤨

If this voucher is the only reason you renewed with them, you can cancel if it’s within 14 days. 

Jenni_D

ripplyuk said:

I had this with Plusnet. They offered me a £50 prepaid MasterCard if I renewed for 18mths. The email confirmation didn’t mention it. Needless to say, the card never turned up and they ‘lost’ the phone transcripts. Some sort of unfortunate technical error 🤨

If this voucher is the only reason you renewed with them, you can cancel if it’s within 14 days. 

But if it's up to 42 days before the voucher arrives ..........  

ripplyuk

Jenni_D said:

ripplyuk said:

I had this with Plusnet. They offered me a £50 prepaid MasterCard if I renewed for 18mths. The email confirmation didn’t mention it. Needless to say, the card never turned up and they ‘lost’ the phone transcripts. Some sort of unfortunate technical error 🤨

If this voucher is the only reason you renewed with them, you can cancel if it’s within 14 days. 

But if it's up to 42 days before the voucher arrives ..........  

Exactly. It’s either cancel now or just accept that the voucher may never arrive. 

Jenni_D

Ah right - I misinterpreted what you meant.  

LaHostessAvecLaMostess

Jenni_D said:

Simply reply (by email) to TT, using their contract confirmation email, to confirm that the agreed contract also included the voucher. That way you both have written confirmation of the totality of the contract - if they fail to reply to your contract confirmation update to deny your correction then they've effectively agreed to it - especially when a SAR will result in them sending you copies of the phone calls (or transcripts thereof) showing this as part of the offer.  

What does your TT online account show?

You can't agree to something through inaction.  For a contract to be valid (which this email essentially is) the other party needs to explicitly agree to it.

Even worse if you're sending it to what could well be an unmonitored email address.

Shades of the old forum favourite of "Tell them if they send you any more letters you'll charge them a £50 filing fee and any further letters sent will be taken as agreement to these terms"  Thankfully the real world doesn't work like that.