TalkTalk, yet another complaint
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My mother used to have her normal phone service from TalkTalk and was quite happy with it. Last year a salesman phoned her up and tried to get her to sign up for a new tariff, including broadband access and cheap international calls, costing twice as much a month. My mother declined as she does not have a computer and doesn't know anyone abroad. The salesman was very persistent and, in the end, my mother just said "I am sorry I don't understand what you are talking about" and put the phone down. |
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She had been signed up for the new tariff anyway Imagine our surprise when, a few weeks later she received a broadband modem through the post. On checking it turned out that she had been signed up for the new tariff anyway! I phoned TalkTalk's customer service to be told that she could not be returned to her original tariff as (and I quote) "...the system doesn't allow it". Obviously the system does allow pushy salesmen to call elderly and vulnerable people and try to bamboozle them into spending money on something they cannot use. |
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After writing several letters of complaint plus making more (very frustrating) calls to their so-called 'customer service' department my mother became so disgusted with them that she changed her phone company back to BT. She wrote to TalkTalk explaining the situation and stated that, as far as she was concerned, TalkTalk had broken the contract between them by signing her up for a tariff she did not ask for. Well, guess what happened next? My mother started receiving letters from a debt collection agency for money TalkTalk said she owed them. Unbelievable! Well, my mother has called TalkTalk on many occasions, spoken to numerous customer service agents, and written letters to them explaining the situation. Several times she has been told that it was all sorted and the debt (not that there ever was one) has been cancelled. Various reasons have been given including the classics: "the letters were lost in the post" and "no one put it on the computer". As you might expect, she has continued to receive letters asking for payment, including one today. So, there you have it. To me TalkTalk seem to be a company that employ salesmen who pressurise elderly, vulnerable people into signing up for services they neither understand nor are able to use. Their customer service team consists of people who appear not to care a jot about anyone, and their policy to is intimidate people with debt collectors for debts that do not exist. Personally, I wouldn't touch them with a barge pole. By: Disgruntled of Tonbridge Wells |
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Comments from visitors
Emma in Exeter - 2-Jun-11 11:41
Emma in Exeter - 2-Jun-11 11:32
Regarding the internet/broadband service? comon! all you need to do is cooperate. Your problem will not be solved by threatening us to switch phone provider. We give service by explaining our process. And also we are aware the fact that there are some problems in our sales, most agents from sales are based from UK so if you have problems with our advisors who have accents, well....deal with it. Every advisors around the world are trained and they do know what they are doing so if you dont want to listen to them or maybe if you have some "nationality" issue.....well thats your problem not ours.
Talk talk is a business not charity. They give service not CREDITS.
ANGELA LLOYD - 16-Mar-11 01:42
Angry of Blyth - 25-Feb-11 19:33
It just been since the 13th of January 2011 that I went live, but get this I had problems
before even I went live, I think I will live to regret joining up, they just don`t seem to care
I have always paid my bill but they seem to cut you off for the fun of it, then they loose the payments and you have to pay again and send proof from bank statements to say you have paid before they will rectify
I rang them today - 13th Jan 2011 to advise that my 18 months was now up and wanted to cancel, I was passed round 5 different people, all of which fobbed me off and told me that they had cancelled my old contract and started a new one in Feb that I didnt know about and would not be able to cancel til August 2011 unless I paid a fee
I will not be paying any fee as I am happy to take this matter further, they are big boys and I am a little girl but I know my rights
Fed up talktalk customer - 13-Jan-11 16:20
The company then has to contact you within 5 working days and if no solution is reached you can lodge a second complaint. I lodged my complaint last week and have had a call back within the specified time - not from India, but from someone in the Irish Republic and they do seem to be sorting the matter out for me.
Tom MacNeece - 23-Nov-10 12:16
Went over to Sky, more expensive , but a great service, brilliant UK customer services - would recommend, and yes BT were bad at times, but given the choice , would take BT every time !
Its a nightmare, I was mis sold over the phone initially, 2 Asian ladies insisted I would have no disruption to my service, Caller Display was free which I found out its not. I asked for details in writing and assured it would be, thats not happened either. I can't understand half of what I am told becase of language difficulty, had the phone put down on me and 4 days on have no answer voice mail or caller id. Getting through on the phone is absolutely dreadful, an awful service . I also think the government should clamp these companies arranging contracts on the phone without any paperwork to back it up.
I feel I am left to keep trying to sort it all out myself, something simple which has turned into a frustrating exercise. I can't go back to my old provider now as they tie you in to 7 days.





