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Carphone warehouse/Talk Talk;Have you been a victim ?


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I am extremely fed up of hearing daily these stories of overbilling,disconnections/long waiting periods for re-connections after bill payment has been made/Costly charges being made for speaking to their overseas call centres/lack of response to reported problems/Their excuses of teething problems with the Vista programme and countless other complaints.

If you have been a victim of any of these then please give brief details here and I will contact you.

I hope to gather enough info to submit a mass complaint to both the F.O.S and Offcom.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Hi Martin; I am now on my second court action against TalkTalk. First one was settled in full, as they have admitted serious errors in collecting payments from my bank account(on some occassions taking money twice, which led me to incurr bank charges). Second claim (hearing tomorrow) involves TalkTalk broadcasting to all my incoming callers that my line is restricted because I have not paid the bill and requesting them to give TalkTalk credit/debit card numbers!:mad:

When I signed up to TalkTalk I have spent hours on the phone to their most useless technical support, because for months the connections was awful or non-existant. I received rude letters back where the Customer Service offered no apologies but asserted that they have a right not to be perfect :eek:

So, yeah, count me in if you want to start a mass complaint.

 

Martin says;

 

Absolutely Scandalous....heres the link for all to see

And Joa....I would file a complaint to the Information Commissioners Office they are in breach of the data protection act here using the 1998 act as afforded to you by disclosing info about you to third parties without your permission.......even if you did grant it in your contract I am sure you did not agree to them doing it adversely.

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-broadband/53165-talk-talk-advertises-everyboy.html

 

and here:

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-broadband/59014-carphone-warehouse-head-office.html#post948851

[sIGPIC][/sIGPIC]

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Guest weegirl

I have a previous thread on Carphone Warehouse mis-selling me a business contract if you want to check it out. I got it sorted, (saying that I'm still waiting for the payment) but that isn't the point, I had so much hassle.

 

 

ok link to that here I found it.

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-broadband/91396-carphone-warehouse-mis-sold.html

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Joa keep us updated.Good luck in Court although I know they will probably settle on the Court steps.

WeeGirl I have found this and put in the link for your thread Thank you.

Keep them coming guys.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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  • 2 weeks later...

Hi Martin

 

we ran into problems with TT a few weeks ago, and were disconnected hourse after they agreed to keep line active for 7 days pending payment of bill. They said there was nothing trhey could do after that, and that we should contact BT. 3 weeks later, we're still without phone and internet :(

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Yes this is something that needs addressing.It seems that there can be a long interim period for getting re-connected.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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I wanted join Talk Talk for free broadband. Got my MAC code from Eclipse where I had my broadband before. Joined Talk Talk for phone and for the free broadband. Gave them my MAC code and they came back to me weeks later saying that it wouldn't work and that in order to get broadband with them, I'd need to cancel my account with Eclipse and then order it through them again. This would have left me without broadband at all for over a month so I told them that I'd leave it and cancel my talk talk account. They charged me £75 to do this even though I was within the 3 month cancellation period and threatened to pass my details on to a debt collection agency if I didn't pay.

 

It gets worse..... I then decided to go with Sky. I again, got a MAC code from Eclipse. Signed up with Sky, gave them the MAC code and was told weeks later the same thing. The Eclipse MAC code doesn't work with their systems! I thought that there was a ruling that ISPs were supposed to allow easy changing between suppliers!

 

I'm now determined to leave Eclipse and so I phoned them up to cancel my account altogether and clear my line. They've told me that they can do that, but it will take a month and also that BT have started charging people £36 to cancel broadband accounts. Do you know what the only way to avoid this is....using the MAC code!!!

 

I'm furious about this.

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  • 2 weeks later...

Hi

I've been helping out a friend who has a disabled daughter, who recently left Virgin to go to talk talk. Nothing but hassle from day one.

No internet for about 6 weeks, useless customer care (the call centres are all in India) they basically repeat the same thing each time.

If they get any hint that you know what you are talking about or they can't answer you they disconnect the call!! I replaced the low quality cables that come with the modem with high grade ones and they tries to blame the new cables (even though it didn't work with the supplied ones).

Terrible absolutely terrible.

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Joined Talk Talk

 

I refused to pay DD on the grounds thier paper work was innacurate.

They agreed it was and wiped the extra charge each month for non Direct Debit.

 

Phoned in April to pay my bill paid £64, then was cut off the next day.

 

On the records it shows some one in the credit department put a disconnection request in only 3 minutes before i paid the bill.

 

Yet i specifically asked when paying my bill was the account upto date and correct. I have been advised now that the computers are slow at updating and this cut off entry would not of been known.

 

The cut off request was then sent to the main hub, that takes 24 hours.

 

So the cut off could actually of been stopped with a phone call... I belive it was my challenge regarding thier paper work and my refusal to pay by DD that did it.

 

I spoke to a friend about it last month and exactly the same happened to him, it was straight after paying a bill on his card that had failed to go out on his direct Debit.

 

I had one last small amount to pay and i have.

 

If they approach me for anymore they can go whistle.

 

Regarding the internet we were connected on time and never had one problem with it, shame they can't provide that everywhere

 

Fuzzy

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Hi,

 

We had our phone line stolen (slammed) by Talk Talk using fake address & name.

Only found this out when our broadband went down & eventually our ISP (Orange) told us that we were no longer on a BT line.

Have complained to OFCOM & written to Talk Talk & are awaiting response.

 

Totally disgraceful company , should be avoided at all costs.

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Hi,

 

We had our phone line stolen (slammed) by Talk Talk using fake address & name.

Only found this out when our broadband went down & eventually our ISP (Orange) told us that we were no longer on a BT line.

Have complained to OFCOM & written to Talk Talk & are awaiting response.

 

Totally disgraceful company , should be avoided at all costs.

 

Hi John.

what is slammed?, is that any thing to do with how they are cutting people off, should i be looking into this further.

 

I have not had a land line since so i wouldn't know if this has happened.:eek:

 

Fuzzy

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Hi Fuzzywuzzy,

 

We'd never heard the term before either but it's what the telecoms world use for the unauthorised switching of phone, broadband connections etc. from one provider to another(the 'slammer') We only found out when we complained to Ofcom & they used it.

Looking at your post I don't think this is the problem in your case.

 

Hope that helps

 

John.

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Hi I hope you guys don't mind me butting in here. I just came across this site on google. Not sure how to start on this site so I am jumping in with both feet.

 

Have a nightmare with talktalk.

My mother created a landline and broadband account with them early in 2006.

 

At the time she was promised free broadband but after 3 months was told she could no longer get it and was being charge £15 for broadband alone plus a bunch of mysterious 0845 numbers. The bills have been outrageous!

 

So she decided to switch to pipex in 28th feb 2007. I got her MAC and the switch was supposed to happen on the 16th march. She cancelled the direct debit.

However she still continued to receive bills for line rental up until June. Numerous letters and phone calls were made to a customer service department I can only describe as incompetent and unethical.

 

She did get an apology from them a month or so ago. saying they would credit her account with £290 of over-payments..but she has yet to see this money.

 

She received a final bill on the 9th June to inform her that the account was now closed and a final payment of £17.76 was due. She paid that by switch over the phone to them. She checked with the bank and it was definately paid. I have the bill in front of me.

 

Now it's the final straw. A letter arrived on 23/07/07 from Robinson Way debt collectors: A formal notice of intended court action claiming she owes £27.76. Robinson Way have phoned her twice in the past two days to demand payment, even though she has told them this is a mistake. I don't want her to give in and pay it...because I don't think it will be the last of it. I'm sure there would only be more demands for more money in the future!

And what about those over-payments??? !!!

 

I'm sorry this is such a long post. but my mother is 68 years old and she has become anxious and is at her wits end. It seems no matter how many letters or phone calls she makes nothing gets resolved. :-x

 

What can I do to help my mother??

best wishes, roz

_________________________________________________________

EDIT: I think I put this in the wrong thread. Apologies I will repost.

Regards.

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I'm one of the people who have been stupid enough to get robbed by TT, they've been charging me for broadband at £10.00 + Vat per month since Jan 2007, after telling me that my exchange was not free. Of course I found out that they were lying! I'm just strating the uphill battle to put them in their place, any advice?

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They certainly are consistent.

They were given a whoping fine last year but seems it didnt impact at all.

No business can expect to operate in any market place given these levels of service.

For all their past faults BT seem very aware and are certainly picking up business from TTs inability to provide a decent service.

Goes to show....cheapest is not always best

In fact they now figure well down in the list.

BT have picked up customers based on their ability to resolve problems quite quickly,they know that in addition they must offer decent packages and thats starting to happen.

With Virgin Media again changing hands,BT have the potential to exploit this and sway some of those customers......who feel that the new owners could go the same way as TT in a cost cutting drive.

Time will tell.

Its just a case of the Indian call centre staff being re-trained to pronounce the new name correctly.:lol:

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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I'm on Talk3 plan with TT to include free braodband. I've called them to downgrade my package to Talk2 to save some money and they've told me they can't do it without charging me £70 as I've got another 5 months on my contract! I told them they were the only company I've come across who won't help their current customers. I'm furious :mad:

They said that BT won't downgrade either and I said that I wasn't taking about BT I was talking about them. I'm going to check my contract and see where it says they can charge me £70. It took forever to get set up with them in the first place, I don't know why I bothered!

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Hi,

this company is so awful, driven me to distraction! They overcharged us by billing us twice for the same period, we disputed this asking for a simple statement so we could see what was going on....3 months later, and at least a dozen phone calls still no statement, and they had passed our name to a debt agency !! I spoke to so many people from all around the world !! - well ok, India and South Africa to be specific , all of them promise each time to arrange statements etc. Eventually we were given a full credit (still without even seeing a statement!). But still we recieved numerous calls from the debt agency. The debt agency said they couldn't remove our name until TalkTalk notify them. six more weekly calls over four weeks before I managed to get TalkTalk to inform the debt agency to stop contacting us as we didn't owe any money! The customer service departments are utterly useless, they say they are not able to write to us as they don't do this anymore !!! I asked for emails then to confirm what has been agreed. Nope, thats not possible either! WHY DO THEY INSIST THAT EVERYTHING IS DONE VERBALLY?! When the thing isn't done and you call back you discover that there are no notes on the file regarding the previous conversation and then they say that they are very sorry but if there is no record of a phone call there is nothing they can do! I do actually write down names of who I speak to, but no one ever knows who they are , or how to get hold of them! This is no way to conduct business. The one good thing about this is that through their own inefficiency and my constant calling they credited me for the error and also a bill that I did actually owe! Sorry to be ranting but I am hold to then yet again at the moment, but if there is anything here of any use to you in making a complaint please use it !!

 

:evil:

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WHY DO THEY INSIST THAT EVERYTHING IS DONE VERBALLY?!

:evil:

 

 

Then they can lie to you and deny they did at a later date. If you tell them you are recording the call they usually put the phone down.

PUTTING IT IN WRITING & KEEPING COPIES IS A MUST FOR SUCCESS

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  • 1 month later...

hello,

can anyone give any advice, it is a long story but I will try to keep it brief.

 

I am writing on behalf of my boyfriend

 

I got an 18mth contract with carphone warehouse last year on 02 and I recieved a xbox 360 for free, anyway my boyfriend dropped the phone on a roof and it slid down and went down a gully (hes a roofer) so he gets on the phone to cpw to claim on the insurance he had, only for them to tell him he wasnt insured, he really thought he was insured, but they was adamant he wasnt, so he went and took another contract out with them as he needs his phone for his job, when I return home he tells me about this, and I told him the phone is definatly insured so I checked the online banking and Yes the phone was insured.

So he rang them back and told how he was insured, The cpw were having none of it so my o/h rings the insurance and they said the cpw arranged the insurance. So he rings cpw again and tells them this but they were still having none of it, So he tells them to cancel the new contract which he had agreed to on the phone and they said when the new phone gets deliverd to just refuse it, which we did thinking that was the end of it.

The next day a parcel came which my daughter accepted as she didnt know what it was, it was the same mobile phone we refused.

So cpw told us to write a letter to cancel the contract, guess what they didnt recieve it, about a month later we get a bill for this contract by this time my o/h is really frustrated so he rings again and one of the cpw team seemed to really be helpfull told us to take the phone back to a cpw shop and that will be it, so my o/h does this and the shop wouldnt take the phone it is constant probs all the time, no body can sort it out, the phone is unopened in the box. Next thing we get a bill for the whole amount 680 pounds for cancelling the contract early, that was from the second letter I sent telling them to cancel the contract, Then another xbox 360 arrives.

Now we are getting debt letters and my o/h is really losing his patience with the cpw because he has to explain the situation over and over again to different people over the phone. One of the customer service team gave us his email address, (he was the one who said take it back to a shop) and he replied to it once but I have sent him numerous emails telling him to ring us but hasnt.

I have been with my o/h each time he has rang the cpw and it is totally unbelievable what each person says, he has spent hours on the phone trying to sort this and now he has give up so we have a mobile phone and an xbox unopened in my wardrobe and debt letters coming, Another thing too when we got the first mobile (the one they said wasnt insured) we paid a 100 pound deposit he asked them about this and they said it had been paid back which it hasnt.

Im sorry if parts of this dont make sense but im not a good letter writer.

and it hard to speak about never mind write lol.

So if anyone has any ideas as what we can do I would be really gratefull

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hello,

can anyone give any advice, it is a long story but I will try to keep it brief.

 

I am writing on behalf of my boyfriend

 

I got an 18mth contract with carphone warehouse last year on 02 and I recieved a xbox 360 for free, anyway a year later my boyfriend dropped the phone on a roof and it slid down and went down a gully (hes a roofer) so he gets on the phone to cpw to claim on the insurance he had, only for them to tell him he wasnt insured, he really thought he was insured, but they was adamant he wasnt, so he went and took another contract out with them as he needs his phone for his job, when I return home he tells me about this, and I told him the phone is definatly insured so I checked the online banking and Yes the phone was insured.

So he rang them back and told how he was insured, The cpw were having none of it so my o/h rings the insurance and they said the cpw arranged the insurance. So he rings cpw again and tells them this but they were still having none of it, So he tells them to cancel the new contract which he had agreed to on the phone and they said when the new phone gets deliverd to just refuse it, which we did thinking that was the end of it.

The next day a parcel came which my daughter accepted as she didnt know what it was, it was the same mobile phone we refused.

So cpw told us to write a letter to cancel the contract, guess what they didnt recieve it, about a month later we get a bill for this contract by this time my o/h is really frustrated so he rings again and one of the cpw team seemed to really be helpfull told us to take the phone back to a cpw shop and that will be it, so my o/h does this and the shop wouldnt take the phone it is constant probs all the time, no body can sort it out, the phone is unopened in the box. Next thing we get a bill for the whole amount 680 pounds for cancelling the contract early, that was from the second letter I sent telling them to cancel the contract, Then another xbox 360 arrives.

Now we are getting debt letters and my o/h is really losing his patience with the cpw because he has to explain the situation over and over again to different people over the phone. One of the customer service team gave us his email address, (he was the one who said take it back to a shop) and he replied to it once but I have sent him numerous emails telling him to ring us but hasnt.

I have been with my o/h each time he has rang the cpw and it is totally unbelievable what each person says, he has spent hours on the phone trying to sort this and now he has give up so we have a mobile phone and an xbox unopened in my wardrobe and debt letters coming, Another thing too when we got the first mobile (the one they said wasnt insured) we paid a 100 pound deposit he asked them about this and they said it had been paid back which it hasnt.

Im sorry if parts of this dont make sense but im not a good letter writer.

and it hard to speak about never mind write lol.

So if anyone has any ideas as what we can do I would be really gratefull

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Although CW were wrong in denying the insurance existed, the problems were compounded with your BF entering into a new contract. Why did he not simply buy a replacement handset and swap the SIM over?

 

He will have to act quickly, he's barely got 14 days to reject the contract (for their misrepresentation) and pursue his insurance claim.

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Record every conversation with them from now on, I know from experience that this is the only way to catch them out otherwise they will tell you what you want to hear to get rid of you and then deny it. You can get various equipment for this, I just put my home phone on loudspeaker and recorded it with the voice recorder on the mobile. If you want to show them you mean business, track down the calls that you have made already via your phone bills, and request (in writing, recorded delivery) a copy of these recordings, giving them the dates and times that you phoned. Don't inform them that you are recording the conversation, this is not illegal as you are entitled to record your own telephone conversations if you wish.

 

I know with me I only got a result this way as I was initially passed from pillar to post, original recordings that mis-sold me a contract were 'lost' and then I caught out a manager lying to me, giving me the ammo I needed as it was recorded and he had no comeback. I then put in a written complaint about this, and got results. I would not have gotten anywhere without these recordings, this is a company with absolutely no scruples and it will be interesting to see if they can, or will trace these recordings for you, as it will prove that you did ring about this matter, and how confusing and inaccurate the advice was.

 

The only way to get anywhere with companies like this is to keep constantly on their back, they seem to work on the premise that if they constantly lie and avoid the issue, the person will get fed up and go away. Unfortunatly it seems to work for them.

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