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We get sent so many complaints regarding TalkTalk here at The Weekly Gripe that we genuinely don't know what to do with them all. There are many companies out there with a poor track record when it comes to handling customer complaints, but this one in particular seems to be a hot topic. I've included below some of the gripes sent in by TalkTalk's unhappy customers.
TalkTalk complaint again! I have been cut me off without so much as an email, phone call or letter because they didn't take money via the direct debit which has been running for 4 years. I tried ringing their customer services number and the massage says office hours 9 to 5.30 Monday to Friday, same hours as I work. I finally got through, paid on plastic and they then discovered my direct debit details and took money there as well. The final insult was to charge me 125 for cancelling their services. Apparently I had an email telling me to read new terms and conditions in 2009. They can renew your contract every year without telling you and there's nothing you can do about it as otelo the regulator approved this. I've used Opal which is the same as TalkTalk apparently, I signed up originally for two years and I was never told of any cancellation fee. Can they change provider and original contract details without notifying me in writing? Janet
My gripe is with.... yes you have it... TalkTalk. I have been a customer of TalkTalk for 12 years having started with them when they were Onetel. I have had the normal problems with phone and broadband but the latest one takes the biscuit. My 84 yr old sister is a customer of TalkTalk but unfortunately she was diagnosed with dementia a year ago and has been in a care home for the last 10 months. Naturally she has no need of a phone so I decided to have it disconnected. TalkTalk want to speak to her as she is the account holder. I have spoken to at least 35 to 40 customer service advisers explaining that she cannot converse with anyone and I have been told that she MUST talk to them to give her permission or... now this is the clincher... wait until she passes away and then send them the death certificate. I am her power of attorney so I am now sending a copy of POA to see if that works, if it does they will not only lose her as a customer they will also lose me. Ray
I find TalkTalk are so scary because they have no telephone contact number in the UK that I can find. Their call centre has been absolutely useless; the girl on the phone said they were in SA!? Anyway, I couldn't understand them and hung up in disgust. Instead of the bill I was expecting I received a huge one and I am being charged for stupid router that I never asked for it - got my own thank you! I also feel I was mis-sold this package and I'm in the process of trying to figure out my rights and how I can cancel this dreadful service. My home phone now continually cuts in and out No I do not want to call SA to advise them of this. What is the point. Fedup
TalkTalk - what a lot of rubbish in my opinion. Since joining them nearly 2 years I have had problems with Internet connection and they have no quick solutions, plus they're difficult to understand due to the heavy accent. I ended signing up with Geek Squad paying them to sort things as TalkTalk couldn't. Only a month ago I lost connection again and after spending some hours on the phone they said it will take 4 days to sort out - why as they needed to test lines etc. and it could be a problem with my landline. Very strange because I was using it to talk to them with no problem. They do not have the right knowledge to assist people and over the period I have had to pay Geek Squad some 150 to help me. Now I wish to cease my contract but again they will only take my call on Monday and not at weekend. This is an impossible situation and I cannot wait to speak to them to let them know just what I think of them. Anonymous
How to really annoy an existing customer without really trying. Today I got an outward bound sales call from TalkTalk. I'm already a long standing existing customer. I was offered a new package which made a lot of sense and I went with it. Great. I was then asked to hold while the call was transferred to a manager who would confirm my order. (I hadn't ordered anything, but I suppose that's just me being picky!). I then spoke to a 'manager' who then proceeded to read out a script repeating everything that I have just been through welcoming me to Talk Talk as a new customer. I explained that I am an exiting customer and don't need to go through this. "But I have to read this script" she said. It was so irritating, irrelevant and a waste of my time that I decided to call customer services (that's a joke). A nice lady told me that she would log my complaint. When asked if I could speak to someone in more authority, I was told, no, I couldn't and that no feedback was available, unless I wrote in. So I made two complaints about the customer experience. The first about my first call with Talk Talk and the second about their compalint handling procedure (or lack thereof). I notice that last year TalkTalk opened a very swanky Customer Experience Centre. Shame the hype doesn't support the actual experience of being a customer as far as I can see! Joe Espana
I'm a new Talk Talk customer that wishes he had never left BT. Having set up the account at the beginning of April and given them my full bank details for the direct debit, I get a phone call from their accounts department today 12th May threatening me with disconnection unless I paid my overdue bill! To "assist" me they could take payment straight away over the phone. The accounts monkey couldn't tell me why the initial direct debit hadn't been set up, only if I didn't pay straight away I would be cut off. So I paid straight away, setting up a second DD at the same time. I insisted I be put through to a customer complaints department who then tried to set up yet another direct debit mandate, explaining that Talk Talk hadn't even set up the first one yet. I had to explain quite forcefully that I had already paid the overdue amount setting up a second direct debit mandate not two minutes earlier, and had been transferred from the accounts department direct to her. Absolute stupidity of the highest order. Not only that but the broadband speed is inadequate for streaming video or BBC I player etc. I just wish I hadn't left BT. If they cannot get the account opening procedure right and their accounts department doesn't share info real time with the customer service department, I suppose I shouldn't hold out too much hope for their technical department. Tonyd