TalkTalk, yet another complaint
|
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. |
|
|
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. |
|
|
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 |
|
Comments from visitors
Talk talk are a waste of time. I would highly recommend that NOBODY signs up with them. As for cancelling acounts, my mum cancelled my grandads account as he had died. They told her that they would have to call him in 7 days to confirm this!!!!!!!!!! She said 'he is dead' and they repeated that thye would call him in 7 days to confirm this. Need I say more??
-6
Click to rate 
Report
I am changing my address, I looked for a way of cancelling my Talktalk account on the internet, none of the questions suited what I wanted answering so I rang them. Again I could not get an answer to my question, I was expected to answer all the customer service questions, when I informed the guy who was asking them that I was recording our conversation, he informed me I was breaking the law. He refused to cancel my account & hung up. So with all our modern technology I am forced to write to talktalk because they do not have a system allowing for a simple cancellation.
-5
Click to rate Report
oh yeah, they also passed it on to a DCA (who are hassling me) without even fulfilling my request to look in to the matter - I moved to sky to save a bit of money. Sad thing is that up until this point I was always happy with talktalk (probably because I never needed to contact customer services) and used to recommend them to people, I may of used them again in the future. Not any more!!
+3
Click to rate Report
Emma in Exeter - 2-Jun-11 11:41
I was phoned by a talktalk rep a few months after my contract had ended and initially agreed to a new price plan, Realising that this ties you in with them again (even though this is not made clear in the phone call) I was going to phone a few days later and cancel this but got another call from them and was offered something slightly cheaper. I said this sounded better than what I had been previously offered but that I didnt actually want to be tied in to a long contract as I was hoping to move home within the next 12 months. The woman said I wouldnt be so I believed I was still on a rolling contract, free to leave at any time. Happy with this, I went about my usual business. A month later I decided to move over to Sky as I already use them for tv and that would move with me anyway and its only 12 months. A week later I was hit with a massive bill (effectively 24 moths line rental) for 'terminating' my contract :( one I never agreed to and never received written conformation of. All complaints, emails and phone calls have fallen on deaf ears
0
Click to rate Report
Emma in Exeter - 2-Jun-11 11:32
hi is there any body out there at Talk Talk that can close my account I have spoken to 2 persons that gave me Event number and account number and that I should email Talk Talk which I did but now all I get is email after email asking for my full name, address and and telephone number I must have sent 4 emails I have stoped bank payments so I will be sure to get a account number from Talk Talk if they do not get payed HA HA
-8
Click to rate Report
Scarcity is the fundamental economic problem of having seemingly unlimited human needs and wants, in a world of limited resources. It states that society has insufficient productive resources to fulfill all human wants and needs. Alternatively, scarcity implies that not all of society's goals can be pursued at the same time; trade-offs are made of one good against others. To everyone, talktalk is the worst phone company and up until now we are trying to do our best to fix the problem. We are doing our part to make all of the UK citizen to understand the process of our , business. But come to think of it, have you done your part? Most UK citizens DOESN'T READ THEIR BILLS. They don't take notes of the DATES WHEREIN THEY STARTED THE SERVICE. They just use and take a advantage of service mostly the free calls. They don't care what time wherein free calls are available, they don't care about the FREE NUMBERS allowed. They don't read welcome packs, they don't read phone manuals. And when they got the bill, boom! they will call us right away to complain blah blah blah. They will give you all the stupid reasons and excuses for them not to pay what they comsumed.
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.
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.
0
Click to rate Report
I have sent a not fixed message to talk talk regarding my landline which has no dial tone and is Dead. my internet is really slow and disconnected and has now come back on showing local access only!!! My phone no. is 02476352991 .Am still waiting for a reduction on my bill from last time. At this rate I shouldn't be paying any bill as I have spent most of it trying to get this sorted out. Don't fob me off tiscali and talk you know the faults are at your exchange if you are honest with people they will respect you more.
+1
Click to rate Report
ANGELA LLOYD - 16-Mar-11 01:42
Joined Talk Talk foolishly in Sept for a £16.98 per mth Talk uk Anytime. Upon receiving my first bill I noted I had been charged for every call I had made during the daytime(though all calls on this plan should be inclusive). I immediately phoned and this was credited back. However the following month and ever since I have had the same problem. I have spent hours on the phone to India who tell me that I am on 'talk essentials' with broadband and not talk UK anytime!!! Even though I have sent them a copy of my confirmation letter confiriming I signed up to Talk UK anytime, it seems that they have stuck me on a different plan resluting in each daytime call incurring a charge. My monthly bill should be £16.98 with calls incl, however each month the bill is between £25 & £55. I have given up and now contacted Ofcom who have successfully tackled Talk Talk and obtained compensation for other mugs who signed up to talk talk, as I have!
+4
Click to rate Report
Having received two phone calls from what I believe to be a customer survey done on your behalf, as I refused to give my address to the person who phoned she put the phone down on me two nights running, which I think was very rude and unprofessional.The reason for not giving my address is you have to be very careful who you give your address too, and as I had no notifcation that I was going to get a phone call from you about a survey I did not want to give that information out to her. The number she phone from was 08009886009. Look forward to your reply.
+3
Click to rate Report
Angry of Blyth - 25-Feb-11 19:33
Avoid Talk Talk at all costs. I called to disconnect my line with them after 3 years, and they kept sending me bills, ignoring my repeated requests to update their records and disconnect me. Customer support were disgusting, incompetent, indifferent, rude, and ironically the phone line was so poor I could barely understand a word they were saying.
-11
Click to rate Report
Talk Talk,
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
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
+5
Click to rate Report
Just had talk talk arrive mob handed on my doorstep blathering on about Hildenborough being able to get free broadband from them and feigning surprise that a colleague hadn't already dropped off all the information. When I told them they could leave me with info but could not come into my home to look at my phone connection, the one that did the speaking got stroppy and finally they all stomped off! Based on that experience I would never consider switching over to Talk Talk.
+3
Click to rate Report
Talktalk - I signed up to talktalk in August 2009 when I moved into my property with my partner, we seemed to do nothing but come across problems constantly with them which resulted in apologies after apologies. We then came to move in Feb 2010 and was told not a problem and to leave with them
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
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
+7
Click to rate Report
Fed up talktalk customer - 13-Jan-11 16:20
Talk talk is the worst company I have ever had to deal with. I wanted them to connect me in October so that I 'd have a phone and broadband by Xmas. They informed me that the earliest they could do this was on January the 7th so I cancelled my order immediately. I phoned twice, I wrote them 2 e mails and still they are dismissing all this communication by sending me a BT engineer to connect. Incidently BT connected me in 10 days!Today they have sent me a text message ignoring everything. I spent more concern and wasted time and energy on them but still they insist in trying to get my custom.
+7
Click to rate Report
I received a offer letter from talktalk & called to sales hotline one of there adviser called me liar and cut off the phone straightway
+4
Click to rate Report
Post a complaint via the ISP complaints service http://www.ispa.org.uk/complaints/index.html
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.
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.
+2
Click to rate Report
Yes, there are big problems with Talk Talk and its verbal contracts - no written versions available. How many people know that some idiot can make a law allowing verbal contracts like this. Can I ring someone, tell them they have a verbal contract with me - and collect a payment for as long as I like? Seems better than working. You don't know what is in the contract, it can be changed at will, every time you complain they say you have entered into a new contract, you get a router through the post unrequested. It is an utter shambles.
-7
Click to rate Report
Tom MacNeece - 23-Nov-10 12:16
Yes, Talk Talk gets my vore as the worst ever company to deal with too, seemingly they have 19 call centres worldwide, however I manage usually to get through to Dehli or Ireland, never can speak to the same person twice, even through I take their full name. Have quoted my security details well in excess of 100 times over 5 months, little or no broadband service, countless phonecalls and emails and now direct complaints to Charles Dunstain......now cancelled and two months on, still hassles with refunds. Threatened them with Ofcom....seems to speed things up a bit......but ongoing since June 2010. ADVICE ... get out asap, and argue after.
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 !
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 !
+5
Click to rate Report
am having a really frustrating time getting my line rental over to Talk Talk (I have had broadband/calls with Tiscali (now Talk Talk) for some time so felt it cheaper to switch line rental over too.
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.
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.
-6
Click to rate Report
If any one wants to join TalkTalk please think again.TalkTalk has been a nightmare from the start. They cut of my Telephone line Because They could not set up my direct debit account on my behalf. I have given my bank details five times to TalkTalk customer services now, and I still have no service. I went down to my bank several times to see if they were a problem with TalkTalk setting up a direct debit account. The bank said TalkTalk has maid no attempt to open a direct debit account for you. This left me with no alternative to move over to another service provider. They sent me a letter saying if I you cease your service within your minimum contract period then you will be liable to pay a cessation fee. TalkTalk also threaten me to send my details to a debt collection agency which will contact you further. This is how TalkTalk treats there customers.
-2
Click to rate Report
