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Talk Talk Nightmare |
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#1 |
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Forum Member
Join Date: Dec 2003
Location: Derby
Posts: 171
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Talk Talk Nightmare
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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#2 |
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Forum Member
Join Date: Jun 2002
Location: Between the gutter and stars
Posts: 6,825
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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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#3 |
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Forum Member
Join Date: Apr 2008
Posts: 834
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Quote:
Many thanks for any advice and heartfelt sympathies to anyone who tries to contact Talk Talk in the future.
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#4 |
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Forum Member
Join Date: Mar 2009
Posts: 14,577
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Quote:
Sometimes it's always best to talk to the organ grinder, and not the monkeys...
http://www.ceoemail.com/s.php?id=9625 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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#5 |
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Forum Member
Join Date: Mar 2003
Location: Midlands
Posts: 2,860
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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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#6 |
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Forum Member
Join Date: Jun 2002
Location: Between the gutter and stars
Posts: 6,825
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Quote:
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. 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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#7 |
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Forum Member
Join Date: Mar 2009
Posts: 14,577
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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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#8 |
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Forum Member
Join Date: Jan 2002
Posts: 636
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Quote:
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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#9 |
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Forum Member
Join Date: Mar 2003
Location: Midlands
Posts: 2,860
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Quote:
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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