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Found 5 results

  1. On 15th February, Talk Talk were informed that a phone line needed repair and the phone line was essential due to the 82 year old who relies on the landline to operate his emergency call system (the pendant around his neck). Response from Talk Talk: This fault will be repaired next day. Members of the customers family repeatedly phoned Talk Talk. Family friends repeatedly phoned Talk Talk. I also repeatedly phoned Talk Talk. Talk Talk gave me false information, or lies, on 4 different occasions as to when the repair will be completed. Talk Talk manager also said that the repair would be completed the following day. Another Talk Talk manager said account had been marked that day to be a welfare / emergency account and that repair would be prioritised. When asked why this had not been prioritised during my earlier phone calls explaining the situation of vulnerable customer, I was told it could not be prioritised because it had not been passed to Openreach. After a few minutes, I asked why had there been a delay of 6 days in passing account to Openreach and same manager said account had been passed to Openreach 6 days earlier. I then reminded manager about her earlier response and the fact that she had contradicted herself, adding herself to the list of lies previously told by her colleagues in this company. There is also a data breach by Talk Talk. On one occasion, I confirmed my name and that I was not the account holder. The Talk Talk employee than asked password which I didn't know. The Talk Talk employee bypassed this password (they have done so on several occasions with myself). One Talk Talk employee made me authorise an Openreach charge in respect of the landline repair. I had to authorise this charge on someone elses account when no permission had been given for me to authorise the charge. Talk Talk has left a vulnerable 82 year old man who relies on his landline for his security, safety and independence. Talk Talk was made aware of the situation and in return have provided nothing other than false expectations or lies as to when repair will be completed. Not only have Talk Talk staff told myself lies, but also 2 managers have also lied to me. I visited here last week with intention of staying for a day, waitiing for phone line to be repaired. The customers family are away on holiday. This is now a new week. I don't want to be here and have no choice. Talk Talk are just telling me lies as to when I can expect a phone repair for this vulnerable person. Apparently, there is nothing Talk Talk can do apart from tell me to wait for a phone call from a manager. My complaint cant be escalated as it is already with the manager. This is one of the 2 managers that had also lied to me which does not give me much hope. I want this phone line repaired ASAP so I can go home. I have had enough of dealing with Talk Talk as all that does is waste my time whilst they spout out their same script, their same apologies, yet do nothing. Any ideas please? This is for an 82 year old man... and for myself, so I can leave here and go to my home. Desperate.
  2. Over 5 years ago my mother suffered a brain injury which rendered her unable to manage her own affairs. As you can imagine this was a very traumatic and heartbreaking time for us. As there was no Power of Attorney in place (we were due to put this in place and had discussed it with my mother), I was appointed as a Deputy by the Court of Protection to look after my mother's financial affairs. All very stressful and could have been avoided. My mother has a number of accounts with several different banks and building societies. Whilst it was an onerous task, most banks were helpful and sympathetic although admittedly many were ignorant of my role and what it was supposed to empower me to do. Santander have consistently been a nightmare to deal with, the type of issues I have faced: 1. Having to go into branch(es) to undertake simple tasks. 2. Having to be treated like a fraudster every time I try to undertake a simple task. 3. Having to explain what a Deputy is, only for the staff to look at me as if I am trying to defraud them and being humiliated and having requests refused. 4. Having internet banking disabled surreptitiously by a branch manager who thought I was a fraudster because they did not understand my role. 5. Spending hours on the telephone to undertake simple tasks (changing standing orders etc) because no one could authorise the actions I wanted to undertake (and am legally permitted to undertake). 6. Having online transactions blocked and cards disabled regularly. 7. Receiving letters addressed to my mother each time we tried to do an online transaction for her - asking if the transactions were legitimate. 8. Having to constantly re-explain my role and why it was not appropriate for them to keep trying to contact my mother etc etc... just so we could change her care home fee contribution! This is just a small sample of what has been a longstanding nightmare. It got to the stage that we avoided dealing with Santander because it was too time consuming and stressful. Ultimately I ended up paying for things myself as I was constantly worried that they would again stop a card or disable access or cause other issues. After the most recent problems, I again made a complaint and it appears now that they have resolved some of the problems (I now have internet banking back after 3 years without it, I now have a cheque book, I also have a debit card that works at the moment). The misinformation continues (the cheque book was supposed to be in my name as Deputy for, but came in my mother's name. I have been told to sign cheques in a few different styles. I am yet to test a cheque). I have received an apology letter from Santander and have been offered a small financial gesture from Santander for the 5 years of grief. I don't know whether to accept the gesture or, pass the complaint to the ombudsman. Has anyone else had issues of this nature? I'd appreciate any opinions on this. Thank you.
  3. SO long story short, I need to somehow magic up £300 or so in the next few days - i've chased every possible avenue (family/friends/selling stuff/etc) and this is my last resort by far. Now I had a tiff with payday loans last year and never ended up paying back so my credit history is a joke. Is there anywhere I can find a payday loan with such terrible credit? I know it's terrible for my financial future but that is something i'm willing to deal with at a later date. (I've tried all the mainstream ones such as quickquid/wonga/minicredit etc) and they all say no. If this is in the wrong place i apologise, not really much of a forum guy
  4. I bought an expensive leather 3 piece suite costing £3000 from the SCS store on Portrack Lane Stockton about three years ago: within a year the leather starting to peel, showing a lighter colour underneath. My wife contacted the SCS store we bought the suite from and they sent a technician from a company called Servico to repair it. This repair lasted a few months before the colour started to peel again, only this time much worse. We then e mailed the SCS customer service dept and we were contacted by customer service representative who apparently contacted the manufacturer of the three piece suite who then contacted Servico yet again, who sent another technician out to repair the damage. At this time we noticed the cushion on the settee starting to sag. My wife pointed this out to the technician who agreed with her that this shouldn't have happened and he also pointed out when he sprayed the peeling leather it wouldn't deteriorate again. In fact the leather has peeled again only this time over two cushions and now it is in a seriously bad condition. After waiting a number of weeks for either SCS or Servico to contact us, we had to e mail SCS yet again, who told us that the technician who had carried out the repairs to the suite had put in his report that the repairs had been carried out and the sagging of the cushions was due to the way we had been sitting on them, and that as a result the initial complaint was dealt with and was now closed! The upshot of all this is that I am still in correspondence with SCS with a view to getting either replacement or refund from the company as I'm entitled to under the Consumer Goods Act, but SCS are still fobbing us off and say they will colour spray the suite yet again but are saying that as the warranty is expired they are doing this as a favour to us. I would be grateful for any advice on how I can gain a refund or replacement of the three piece suite other than taking direct legal action, which will obviously get bogged down in the legal system, and the whole saga has caused my wife great anxiety and stress so I would like to bring this to a satisfactory conclusion as soon as possible. Graham
  5. Vodafone initiated a software update on my Samsung Galaxy SII over a month ago (Sun Nov 25 2012) as a result of which my phone became unusable. I returned it to the Vodafone shop in Buchanan Street, Glasgow, Scotland. After about a week, Vodafone informed me that the phone had been water-damaged and refused to repair it. I have argued that the phone worked perfectly until the software update and also pointed out that the Vodafone shop assistant did not point out that the phone was water damaged. I have had at least eight responses via email, each one from a different person, offering to repair the phone at a discounted price. I don't see why I should pay for a repair to a phone which they broke. I'd like to escalate this Vodafone, but they don't seem to have any escalation process. I have threatened to raise a claim against them in the Small Claims Court. Here is the email trail, please contact me with any advice. 27/11/2012 09:49 Hello Anita Dewnani Hiren Buch Ronak Gandhi Janvi Peshavaria Manan Vora Manoj Vyas Aamir Shaikh Vijay Bajarani I've now had responses from eight different people regarding "Dispute with repair centre. #10424038", the most recent of which had a salutation which got my name wrong. Can someone (anyone at all), please let me know what's happening regarding my Samsung Galaxy S2 getting repaired after it ceased working due to a software update. Regards, Bill Watson 24/11/2012 06:57 Hello Krzystof, Thank you for contacting Vodafone Customer Services I can understand your concern regarding the credit affected, however we have not got any update from the concern department. I have again sent request, to them get back to us after 7 to 10 working days, we will update you on the same. Further, I would like to inform you that if the quality assurance team check the file then also they will just update the file stating the claim to be settled. However, the mark on the file will be there for six years. I appreciate your patience and co-operation in this regards. I trust above information helps Kind regards, Anita Dewnani Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click . Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out. 22/11/2012 08:00 Hello Bill, I sincerely apologize for the inconvenience caused to you. I understand how important it would have been for you to get this issue resolved. I regret the level of service you received as this is not the way Vodafone believes in serving its customers. The incident you have highlighted will not only assist us in improving the service we provide in the future but it will also be used to further develop and improve our ongoing training program. In this case, I would like to inform you that we are unable to proceed without IMEI number and as you mentioned that it is with warehouse we are unable to check it from handset. Hence, I would like to request you to get back to us with IMEI number so that we can confirm it with warehouse the status of your handset or can arrange postal repair for you. I trust the above information helps. Kind regards, Hiren Buch Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click . Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out. --Original Message-- Date: 11/20/2012 5:26:29 PM Hello Ghandi, 1. First of all, my phone is already at the Vodafone Store in Buchanan Street Glasgow. It was returned there by your Repair Centre on 9 Nov 2012 DESPITE THE FACT THAT I HAD TOLD THE REPAIR CENTRE ON 08 NOV 2012 THAT THEY SHOULD KEEP THE PHONE AS I DISPUTED THE REASON THAT THEY HAD GIVEN FOR IT FAILING TO WORK 2. Secondly, regarding your points below: - Colour of phone: It's white and surely that's marked on the records you keep for me. I do lease the phone from you. Also, it's still in your possession, albeit at the Vodafone shop (oops, you don't appear to know that.) - IMEI number. Again, you have the phone, so why don't you look below the battery of the phone. - Short description of the fault. Again, you have that, but here goes: it ceased working after Vodafone initiated a software update. There is no service; no applications; I can't make/receive calls/texts; I can't connect to the internet; I can't run any applications. - Alternate contact number: again, it's on the Vodafone customer records (01417794854, my home number), but you can also get me on my mobile number 07813824980 as I'm having to use an antiquated Blackberry so that I can at least get phone calls (but no 3G connectivity, thanks to Vodafone). PLEASE DO NOT INUNDATE MY PERSONAL HOME NUMBER WITH SALES CALLS. Finally, I'd just like to say that as a customer with three phone contracts with Vodafone, their customer care is absolutely abysmal. Friends of mine who have bought their iPhones directly from Apple have had no problem in getting their phones repaired or replaced immediately a fault occurs, even outwith the 1 year warranty. MAYBE THIS IS WHY APPLE ARE MAKING SO MUCH MONEY IT'S COMING OUT OF THEIR EARS, WHILST VODAFONE ARE LOSING MONEY. Regards, Bill Watson On 20 November 2012 at 10:39 Vodafone Customer Services wrote: Hello William, Thank you for contacting Vodafone Customer Services. I understand your concern that you wish to get your handset repaired again hence you need to get your phone checked from your nearest Vodafone store. To locate your nearest Vodafone retail store please click here Alternatively, if you do not wish to visit the Vodafone Retail Store we can arrange a postal repair for you. We will send you a prepaid envelope with the address you need to send the phone to. You just need to put the phone in the envelope. All the accessories like Memory Card, battery and SIM Card should be removed before placing it in the envelope. You can then post it to the nearest post office. In order to arrange for a postal repair, please get back to me with the following details: · Make and model of your phone (Given) · Colour of the phone · IMEI number of the phone. The IMEI is a 15-digit number that you can get by dialing *#06# from your phone or below the battery of on your phone · Short description of the fault · Alternate contact number Once your phone is sent for repair, you can keep a track of the same by visiting the link mentioned below: LINK Moreover if you also have a password on your phones get back to us with the same as well. We will re-send the handset back to repairs and try and identify the fault and try to fix it if possible. I trust the above information helps. Kind regards, Ronak Gandhi Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click . Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out. _____________________________________________________________________________________________________________ This message and any files or documents attached are confidential and may also be protected legally. It is intended only for the individual or entity named. If you are not the named addressee or you have received this email in error, please inform the sender immediately, delete it from your system and do not copy or disclose it or its contents or use it for any purpose. Thank you. Please also note that transmission cannot be guaranteed to be secure or error-free. _____________________________________________________________________________________________________________ Registered Office: Vodafone Ltd. Vodafone House, The Connection, Newbury, Berkshire, RG14 2FN Registered in England: No 1471587 Regards, Bill Watson RE: Dispute with repair centre. #10424038 From : Vodafone Customer Services 20/11/2012 10:46 Hello William, Thank you for contacting Vodafone Customer Services. I understand your concern that you wish to get your handset repaired again hence you need to get your phone checked from your nearest Vodafone store. To locate your nearest Vodafone retail store please click here Alternatively, if you do not wish to visit the Vodafone Retail Store we can arrange a postal repair for you. We will send you a prepaid envelope with the address you need to send the phone to. You just need to put the phone in the envelope. All the accessories like Memory Card, battery and SIM Card should be removed before placing it in the envelope. You can then post it to the nearest post office. In order to arrange for a postal repair, please get back to me with the following details: · Make and model of your phone (Given) · Colour of the phone · IMEI number of the phone. The IMEI is a 15-digit number that you can get by dialing *#06# from your phone or below the battery of on your phone · Short description of the fault · Alternate contact number Once your phone is sent for repair, you can keep a track of the same by visiting the link mentioned below: repairsUrl Moreover if you also have a password on your phones get back to us with the same as well. We will re-send the handset back to repairs and try and identify the fault and try to fix it if possible. I trust the above information helps. Kind regards, Ronak Gandhi Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click . Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out. RE: Dispute with rep?air centre. #10424038 From : Vodafone Customer Services 18/11/2012 06:49 Hello William, Thank you for contacting Vodafone Customer Services. I understand that you are not happy with our customer services. I apologise for the inconvenience caused to you. I would like to inform that the repairs team just check and repair those things which are mentioned on your postal repair request. However, if you wish have the application on your handset you need to download it again or else you can visit the store and get it downloaded from there at free of cost but only those applications which are free. Moreover, if you have any other issue with handset you can have the postal repair again or can even get your handset checked in the Store. I understand that you are concerned about your handset settings. I request you to please call our dedicated technical team on 191 from your Vodafone Number or on 08700700191 from any other number, option 2 and then option 2, between 10am-5pm. One of our technical advisors will be able to assist you further in this case. I again apologise for the inconvenience caused to you and appreciate your understanding in this matter. Kind regards, Janvi Peshavaria Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click . Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out. RE: Dispute with rep?air centre. #10424038 From : Vodafone Customer Services 16/11/2012 12:28 Hello Bill, Thank you for your reply. I understand your concern with regard to handset damage. Please understand that when the handset was checked at the repair centre, it was already liquid damaged. As the handset was in your possession, you are responsible for any damage that occurred to the handset. However, I have discussed your account with my manager and as a gesture of goodwill, we can offer you a credit of £25.00 as a onetime exception. Please get back to us with the confirmation so that we can apply the same on your account. Furthermore, I have also updated the marketing permission on your account so that you do not receive any marketing emails from Vodafone. We look forward to assist you. Kind regards, Manan Vora Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click. Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out. RE: Dispute with repair centre. #10424038 From : Vodafone Customer Services 16/11/2012 12:28 Hello Bill, Thank you for your reply. I understand your concern with regard to handset damage. Please understand that when the handset was checked at the repair centre, it was already liquid damaged. As the handset was in your possession, you are responsible for any damage that occurred to the handset. However, I have discussed your account with my manager and as a gesture of goodwill, we can offer you a credit of £25.00 as a onetime exception. Please get back to us with the confirmation so that we can apply the same on your account. Furthermore, I have also updated the marketing permission on your account so that you do not receive any marketing emails from Vodafone. We look forward to assist you. Kind regards, Manan Vora Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click . Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out. RE: Dispute with rep?air centre. #10424038 From : Vodafone Customer Services 14/11/2012 20:11 Hello Mr. William, Thank you for contacting Vodafone Customer Services in regards to your handset. I can understand that you are not satisfied. However I would like to inform you that £15.00 is the maximum amount that we can offer you. Hence if you agree to this, please get back to us with a confirmation. Once we have received the confirmation we will be able to credit the amount to your account. We look forward to your reply. Kind regards, Manoj Vyas Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click . Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out. 12/11/2012 09:26 Hi William, Thank you for contacting Vodafone Customer Services with relates your handset. As informed by our expert team that your handset is damaged due to water damage than it must be due to it. Please don’t think that that water damage is due to our repair team, we are a corporate giant and have not reached this position by doing this to our valuable customers. I am afraid but you’ll not get a new handset free of cost. Just you being a valuable customer I will give you £15.00 as a goodwill of gesture, just for you. Awaiting your reply. Kind regards, Aamir Shaikh Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click . Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out. Re: Dispute with rep?air centre. #10424038 From : Vodafone Customer Services 10/11/2012 10:33 Hello Bill, Thank you for contacting Vodafone Customer Services. In order to respond to your query and maintain the security and privacy on your account, please confirm the security details given below: - Your full name (Mandatory) - First line of your address along with the postcode - Your date of birth - Your method of payment - Vodafone Account number - Number of subscriptions on the account Please get back to us with any 2 of the following details so that we can assist you. Regards, Vijay Bajarani Vodafone Customer Services Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Vodafone has logged your email address in case it needs to contact you about other matters relating to your account. It may also be used for marketing purposes - you will soon receive an email explaining this and how you can opt out.
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