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Old 31-05-2015, 12:29
firestarter.uk
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Hi, hopefully someone can give me some advice & I'll try to summarise as best I can.

On the 3rd May, I placed one on-line order for Talk Talk Broadband, Landline and mobile. On the 7th May, the website said the order had been cancelled, but TT couldn't say why it had (during a 55 minute phone call). On the 8th May, a supervisor called me back and said he would cancel the order down for all three services so I could go elsewhere. As I had nothing in writing, I received a response to my email question on 10th May which confirmed my Talk Talk account had indeed been cancelled.

On the 29th May I received a £20.90 bill for the mobile as they never received the cancellation instruction from Talk Talk Broadband. Another lengthy phone call on a terrible line and I was told the mobile would be cancelled and the charges reversed.

Again, as no written confirmation received, I sent an email and the 31st May response stated I would still be liable for this £20.90.

My question is - does anyone have an email address where I can register a complaint, but it needs to be someone of a senior level in the UK, rather than the soul-destroying staff who answer regular calls and emails? I don't want to be in a situation of trying to rectify my credit history due to this non-payment.

Many thanks for any advice and heartfelt sympathies to anyone who tries to contact Talk Talk in the future.

Graham
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Old 31-05-2015, 12:46
dslrocks
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Sometimes it's always best to talk to the organ grinder, and not the monkeys...

http://www.ceoemail.com/s.php?id=9625
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Old 31-05-2015, 12:56
nigelbb
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Many thanks for any advice and heartfelt sympathies to anyone who tries to contact Talk Talk in the future.
About 4 years ago I had a similar situation with TalkTalk broadband. It wasn't installed & running when they said it would be but when I contacted customer services the call centre staff were so appalling that I cancelled the whole contract & instead went with TalkTalk Business who have a UK call centre & far more helpful. TalkTalk tried to chase me for 12 months subscription as I had cancelled but I wrote to the CEO pointing out that as they had never delivered anything it was TalkTalk who were in breach of contract not me plus the TalkTalk group still had me as a customer so I heard no more about the alleged debt.
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Old 31-05-2015, 13:38
Thine Wonk
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Sometimes it's always best to talk to the organ grinder, and not the monkeys...

http://www.ceoemail.com/s.php?id=9625
Only once you've followed their complaints procedure which is published on every companies website though surely? Why rush to the CEO if you haven't even logged a complaint.

I'm sure if the OP looks for the complaints dept on the website this less than £30 billing issue can be resolved.
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Old 31-05-2015, 13:44
clewsy
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Talk Talk customer service is exactly the reason I'll be straight off if they buy Tesco Mobile as some claim is possible.
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Old 31-05-2015, 14:14
dslrocks
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Only once you've followed their complaints procedure which is published on every companies website though surely? Why rush to the CEO if you haven't even logged a complaint.

I'm sure if the OP looks for the complaints dept on the website this less than £30 billing issue can be resolved.
Perhaps if you have lots of time on your hands, and fancy going back and forth, with more escalations than a stairway to heaven...

Even if the CEO's office is just a higher level complaints team, it is likely to get dealt with in a timely manner and to your satisfaction, rather than if you spoke to someone on the phone or emailed a 'complaints' department.

If they'd not cocked up in the first place, and just simply cancelled the account as agreed, there would be no need to even complain.

The fact that he has had to spend hours on the phone to talktalk is bad enough (especially when the company cancelled the order), and being told different things is poor service.

Talktalk's customer service is legendary for being shite, so why endure more torture than you have to by entering the maze of the complaints procedure?

I would have drawn the line at spending nearly an hour on the phone for a service that they'd cancelled.
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Old 31-05-2015, 14:57
Thine Wonk
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At least try the complaints dept first though, then if you have to go to the CEO office. People need to follow the published complaints process first, if we all encourage rushing to the CEO all the time then good luck when you have a very serious issue.

Every telecoms company has a complaints process, if you follow it the issue will be resolved, if not they will write you a letter with the ombudsman details after 8 weeks and invite you to take it there. You can't go to the ombudsman without following that process. Usually complaints are handled well when they go to the complaints team, especially something like this over £30 and notice of cancellation.
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Old 31-05-2015, 15:43
binary
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Talk Talk customer service is exactly the reason I'll be straight off if they buy Tesco Mobile as some claim is possible.
TT customer service had an abysmal reputation in the early days, I understand they're supposed to be better now but I'm not entirely convinced! I wouldn't buy from them anyway though, as I object to their spivvy, heavy-handed and high pressure sales techniques at shopping mall and high street stalls.
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Old 31-05-2015, 17:50
clewsy
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TT customer service had an abysmal reputation in the early days, I understand they're supposed to be better now but I'm not entirely convinced! I wouldn't buy from them anyway though, as I object to their spivvy, heavy-handed and high pressure sales techniques at shopping mall and high street stalls.
It could be comical if they do buy Tesco Mobile as the exodus of customers could be great than the o2 broadband sale to Sky - and that was quite big. I remember them offering free broadband for the year just to keep customers on the books.
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