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Talktalk... HELP!!

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Firstly apologies for the length of this i have tried to keep it as short as possible

I was sent here by my mum, (She is a moderator on here) she said you may be able to help. I contacted talktalk to get a phoneline and bb put in, They couldnt do it as my only account at the time was a P/O account. So my mum offered to have the account in her name, until i got a bank account. TT were happy to do this and set me up, the install was efficient and speedy and i was very pleased with the service. Fast forward 6 months, I have had to move house, and informed TT of my move, again very speedy with the reconnection date at the new property. At this point I also asked them to send me change of ownership forms as my fiance was moving in with me and was going to set up the direct debit to be paid from his account. Forms were sent, filled in and sent back. I was told it would take 28 days for this to take effect, which would be before the next bill date as the previous one had only just been paid. When the next bill was due, it arrived, in MY MUMS name. I rang them to discuss this and couldnt as it wasnt in my name, even though we already had the account set up so i could discuss it on mums behalf, as due to her ill health i had it set up for all her bills, doctors etc. When the payment came out of my mums bank she rang them, and got told that she couldnt discuss it as the bill was not at her address. this toing and froing went on for days, and finally someone (in england) managed to sort it out and was going to resend the forms and treat it as high priority. I then (stupidly) decided to go with their mobile service as well, and ordered two sim only contracts for me and my fiance, Done with my details and my fiances bank details. All went fine sims arrived no problem, about 2 weeks later they added an option to have a phone as well, so we asked to be upgraded, (same minutes, including a nice shiny new phone, £5 less per month then the contract we were on). Talk talk happily upgraded, again with no questions asked. day before the phones were due to arrive they rang to confirm the delivery address, (my old address) so i corrected them, and also reiterated that we didnt need sim cards as we already had them, and we didnt want new numbers as my fiance is a cab driver and had already given his number to all his customers, Again TT said it was no problem. Phones arrived, all was ok, although they arrived with 2 new sims, TT advised over the phone not to worry just disregard the new sims and carry on with the old ones. Come to bill paying time and i get a very distressed call from my mum saying they have taken the money from her yet again! She rang them and again tehy refused to discuss with her as although it was coming out of her bank they were registered at my address. I then rang them same story, cant discuss with me as its not in my name. In the end my mum told them to disconnect the mobiles, and other services. The CEO's office then rang me and said that if mum disconnected as she didnt order them i would be done for fraud, for taking out a service in my mums name, (although they were the ones that told me to in the first place) and the mobiles were in my name not my mums. We managed to get confirmation from the CEO office that if we emailed the forms over she would deal with them urgently. So i downloaded printed off and signed the forms, rang the CS team for the email address as i had written the email address incorrect and spent 40 mins being sent from pillar to post being told i cant email i have to send it in the post. At one point i was begging them not to pass me onto someone else. In the end i was put on hold for 47 mins, then cut off. There was a break in the hold where i distinctly heard him say to someone else, she is still waiting and then laughter. Finally the following day it all got sorted out and forms were emailed. a week later my fiances phone stops working. So i ring and get told you wanted to disconnect the mobiles, i explained the situation and was told i had ordered the disconnection when i ordered the mobiles, as i needed to use the new sims that were ordered with the phones, Managed to sort out the problem but then found out they had activated one of the sims that we had thrown away. Thought this was strange as you have to activate them over the phone when you use the phone for the first time, and as far as i knew the sims were now cut up in a rubbish tip somewhere. Explained this shouldnt have been done but was told tough you have now entered into a contract as the sim was activated, even though THEY activated them. Finally got through to someone that advised tehy would credit the account to cover for the sim that we werent using. Great or so we thought, when i checked my online bill not only am i paying for a sim that doesnt exist I am also paying £15 for my fiances number as they hadnt changed his call plan to the £10 service. £5 a month isnt a lot but it is when you budget every penny. Managed to get all the kerfuffle sorted out AGAIN and we carried on. Then a week later my fiances phone stops working again, By this point i am on first name terms with the CEO office and decided to ring them, left 3 messages and then when he finally called back i got told off for hassling him as other people have problems too apparently. Expalined that my fiance relies on his phone for work and had lost approx £100 work that day as he had missed a good distance job and lost a few regulars as they now thought he was unreliable. He apologised but said the phone line had been disconnected and that we would have to wait for a new sim to be sent out to us. I asked for them to just reconnect the number as they had before an was told they couldnt do that (funny was done for me a week before) So after a big row i said well if thats the case just cancel the bloody lot, Mobile, landline and BB as far as i was concerned as soon as my billing period ended i wanted out as they had not provided me with what i was paying for. I very clearly stated over the phone and via email at the same time, that i would not be paying cancellation as it was them that had disconnected the phone not me. I put the phone down in anger, went to ring my mum literally 10 seconds later and my mobile had been disconnected (had been previously told that can take 48 hours - 7 days to disconnect). Emailed the CEO office again, and was told they would not reimburse for lost revenue, as it was a residential account not a business account (fair enough) but that as a "goodwill gesture" they would clear the balances on both accounts. There was no mention of cancellation charges from them, so i assumed I had actually won that argument, fast forward to the end of the month and i get a letter from my bank stating i now have charges due to an unpaid DD from TT for £643.71. Emailed the CEO and was ignored completely, rang him, same thing. Then get another bank letter stating i will be getting charged fro another DD for £12.41, again from TT. Again i ring TT CS and they tell me tough pay it, CEO still ignoring me. tried to log into my TT account and its locked out, finally get in and cant cancel the DD as there is no account information apparently, and the mobile bill is unavailable, had no email from them telling me i was going to have to pay this money, and to add insult to injury they are charing £4.50 for admin fees although it quite clearly stated they would take the money by DD. This month i get another 2 letters from TT for the same 2 amounts, and yet again I am now completely ignored by TT CEO and CS just tell me to pay it as its my own fault, regardless of the email from the CEO office stating my account had been cleared as a goodwill gesture,. Please help!!

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Sorry but really can't read this, you need to break it down into paragraphs


Hope this helps

 

 

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Apologies, I kinda went off on a tangent,

 

I contacted talktalk to get a phoneline and bb put in, They couldnt do it as my only account at the time was a P/O account. So my mum offered to have the account in her name, until i got a bank account. TT were happy to do this and set me up, the install was efficient and speedy and i was very pleased with the service. Fast forward 6 months, I have had to move house, and informed TT of my move, again very speedy with the reconnection date at the new property. At this point I also asked them to send me change of ownership forms as my fiance was moving in with me and was going to set up the direct debit to be paid from his account. Forms were sent, filled in and sent back. I was told it would take 28 days for this to take effect, which would be before the next bill date as the previous one had only just been paid.

 

When the next bill was due, it arrived, in MY MUMS name. I rang them to discuss this and couldnt as it wasnt in my name, even though we already had the account set up so i could discuss it on mums behalf, as due to her ill health i had it set up for all her bills, doctors etc. When the payment came out of my mums bank she rang them, and got told that she couldnt discuss it as the bill was not at her address. this toing and froing went on for days, and finally someone (in england) managed to sort it out and was going to resend the forms and treat it as high priority.

 

I then (stupidly) decided to go with their mobile service as well, and ordered two sim only contracts for me and my fiance, Done with my details and my fiances bank details. All went fine sims arrived no problem, about 2 weeks later they added an option to have a phone as well, so we asked to be upgraded, (same minutes, including a nice shiny new phone, £5 less per month then the contract we were on). Talk talk happily upgraded, again with no questions asked. day before the phones were due to arrive they rang to confirm the delivery address, (my old address) so i corrected them, and also reiterated that we didnt need sim cards as we already had them, and we didnt want new numbers as my fiance is a cab driver and had already given his number to all his customers, Again TT said it was no problem. Phones arrived, all was ok, although they arrived with 2 new sims, TT advised over the phone not to worry just disregard the new sims and carry on with the old ones.

 

Come to bill paying time and i get a very distressed call from my mum saying they have taken the money from her yet again! She rang them and again tehy refused to discuss with her as although it was coming out of her bank they were registered at my address. I then rang them same story, cant discuss with me as its not in my name. In the end my mum told them to disconnect the mobiles, and other services. The CEO's office then rang me and said that if mum disconnected as she didnt order them i would be done for fraud, for taking out a service in my mums name, (although they were the ones that told me to in the first place) and the mobiles were in my name not my mums. We managed to get confirmation from the CEO office that if we emailed the forms over she would deal with them urgently. So i downloaded printed off and signed the forms, rang the CS team for the email address as i had written the email address incorrect and spent 40 mins being sent from pillar to post being told i cant email i have to send it in the post. At one point i was begging them not to pass me onto someone else. In the end i was put on hold for 47 mins, then cut off. There was a break in the hold where i distinctly heard him say to someone else, she is still waiting and then laughter. Finally the following day it all got sorted out and forms were emailed.

 

A week later my fiances phone stops working. So i ring and get told you wanted to disconnect the mobiles, i explained the situation and was told i had ordered the disconnection when i ordered the mobiles, as i needed to use the new sims that were ordered with the phones, Managed to sort out the problem but then found out they had activated one of the sims that we had thrown away. Thought this was strange as you have to activate them over the phone when you use the phone for the first time, and as far as i knew the sims were now cut up in a rubbish tip somewhere. Explained this shouldnt have been done but was told tough you have now entered into a contract as the sim was activated, even though THEY activated them. Finally got through to someone that advised tehy would credit the account to cover for the sim that we werent using. Great or so we thought, when i checked my online bill not only am i paying for a sim that doesnt exist I am also paying £15 for my fiances number as they hadnt changed his call plan to the £10 service. £5 a month isnt a lot but it is when you budget every penny.

 

Managed to get all the kerfuffle sorted out AGAIN and we carried on. Then a week later my fiances phone stops working again, By this point i am on first name terms with the CEO office and decided to ring them, left 3 messages and then when he finally called back i got told off for hassling him as other people have problems too apparently. Expalined that my fiance relies on his phone for work and had lost approx £100 work that day as he had missed a good distance job and lost a few regulars as they now thought he was unreliable. He apologised but said the phone line had been disconnected and that we would have to wait for a new sim to be sent out to us. I asked for them to just reconnect the number as they had before an was told they couldnt do that (funny was done for me a week before) So after a big row i said well if thats the case just cancel the bloody lot, Mobile, landline and BB as far as i was concerned as soon as my billing period ended i wanted out as they had not provided me with what i was paying for.

 

I very clearly stated over the phone and via email at the same time, that i would not be paying cancellation as it was them that had disconnected the phone not me. I put the phone down in anger, went to ring my mum literally 10 seconds later and my mobile had been disconnected (had been previously told that can take 48 hours - 7 days to disconnect). Emailed the CEO office again, and was told they would not reimburse for lost revenue, as it was a residential account not a business account (fair enough) but that as a "goodwill gesture" they would clear the balances on both accounts. There was no mention of cancellation charges from them, so i assumed I had actually won that argument, fast forward to the end of the month and i get a letter from my bank stating i now have charges due to an unpaid DD from TT for £643.71. Emailed the CEO and was ignored completely, rang him, same thing. Then get another bank letter stating i will be getting charged fro another DD for £12.41, again from TT. Again i ring TT CS and they tell me tough pay it, CEO still ignoring me. tried to log into my TT account and its locked out, finally get in and cant cancel the DD as there is no account information apparently, and the mobile bill is unavailable, had no email from them telling me i was going to have to pay this money, and to add insult to injury they are charing £4.50 for admin fees although it quite clearly stated they would take the money by DD. This month i get another 2 letters from TT for the same 2 amounts, and yet again I am now completely ignored by TT CEO and CS just tell me to pay it as its my own fault, regardless of the email from the CEO office stating my account had been cleared as a goodwill gesture

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Guest TalkTalk Offical Company Rep

Hi Sonia,

 

We have replied on another of your CAG posts to request you contact us via Twitter @TalkTalkCare and we can check into the details of the CEO's Office investigation for you and advise you further.

 

If you complete our Twitter contact form and include the reference number (provided by email) in your first tweet it will speed up this process.

 

http://www.talktalk.co.uk/members/twitter/

 

Regards

 

Mark

Online Community Department

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