Wrongly charged by TalkTalk

BiliousScoggins

On 30th Jan I was charged by TalkTalk for a repair that I had been told multiple times I definitely did not have to pay for. This has left me with not enough money in my bank account to pay other bills that are still to go out.

I contacted them and after about an hour of being cut off by the recorded voice telling me to use the TalkTalk website that doesn't work. I managed to speak to someone from billing by pressing the option saying I want to leave, they also said there would be a long wait which was untrue because someone answered in less than a minute.

I explained the situation and they forwarded me to tech support and they said that the money will be put on my account as credit in 3 to 5 working days. I explained i need to money paying back to my bank account and they said the couldn't do that so I would have to phone back and speak to someone from billing to get the money put back into my account, which will then take another however long you have to wait for them to do that.

I have sent them an email to the complaints email address and I am waiting for a reply but I am wondering if anyone knows of a way to get them to speed things up because their mistake is going to cause me to have to pay out more than I need to as it will cause me to go overdrawn on my bank account.

I will be changing ISP as soon as I can because I am sick of TalkTalk's incompetence.

Ayr_Rage

Try the customer forums but don't expect a quick resolution.

https://community.talktalk.co.uk/t5/Help-with-your-service/ct-p/help

millie

I have been with Talk Talk for years and never had a problem with them until now. It is probably because I have never had to call them in the past

 It is a nightmare to get a human being on the phone. During the last week I have made several calls to them the shortest time I have been on the phone is 50 minutes and the longest 2 hours and then I was cut off. I was waiting in the queue to speak to the 7th person when I was cut off and I could not face another call with them so I gave up. I had renewed my contract and was upgrading to fibre. The installation could not be completed the same day because of the high winds. It took several calls to get a date to complete it because they did not turn up twice. When it was completed I had no idea how to connect it myself and the new router did not have enough ports for my devices. I ended up paying someone to sort it for me. I have sent customer complaint an email snad I am waiting for their reply. 

BiliousScoggins

To get a human, i always chose the option that says i want to leave, got through to the loyalty people straight away cos they don't want you to leave then got them to put me through to billing.

I have managed to get talktalk to agree to pay the money they never should have taken off me back into my bank account within 24 hours, rather than the 10 days they told me it would take, plus they are giving me full fibre 150 at a 2 year fixed discount with the first month free. I don't have a problem with the internet service so I agreed to that.

millie

I have tried going though cancellations to speak to a human but I am then put in a queue because I need another department to sort the problems

Hallux

I too, have found them a nightmare!  Wasted hours on frustrating phone calls.  Got sick and tired of waiting for the call to be answered, then being passed around from dept to dept and put on hold for lengthy periods and then every time repeatedly having to go through all the same security checks again.  Nearly always got people who didn't speak clear English and were not on the same wavelength!  None seemed smart enough or able to take the initiative, perhaps because they were on the frontline.

The TT text chat app is even worse.  after one very lengthy session of about 45 mins when I thought I was getting somewhere with an actual assistant (not the initial virtual assistant) ... it then suddenly dumped me right back at the beginning with the virtual assistant, asking me to go through security and describe the problem from scratch ... which I just spent 45 minutes "making progress" on!

The comments above consoled me, somewhat, showing that others have been through similar hassle.  Some useful and encouraging tips for more success ... much appreciated.