TALKTALK "I've had it up to the eyeballs"

[Marco73]

Hi everyone,

I joined TalkTalk broadband & phone in November 2012 and TalkTalk mobile in May 2013 and all was fine, until recently!

For the last 3 months there have been problems with talktalk taking payment by direct debit despite direct debit being set up on my account. Their excuse has been that there is no direct debit set up! After numerous phone calls, emails and also a charge for non-direct debit payment, I hopefully have it sorted. (time will tell).

The new problem is with my talktalk mobile plan. When signing up to a talktalk plan, whether it be small, medium or large, one of the features is that a customer gets 100 minutes to call other talktalk mobiles.

On looking at my online bill, it appears that, although I have called a certain talktalk mobile number on numerous occasions, the minutes have been deducted from my monthly allowance. (I am on the small plan).

I have raised this issue with talktalk through emails and phone calls but to no avail.

I lost my patience and emailed the CEO, Dido harding, to help get this sorted once and for all.

I then received an email apologising for the "mix up", and I was offered one months' free as a goodwill gesture. I gratefully accepted and was happy again. Or at least for a short time.

I then received a phone call from a manager at the CEOs office who apologised for any inconvenience and promised to sort it for me. The manager phoned me again and told me that one of her colleagues had told her that to get the 100 minutes, I had to have an extra mobile or SIM linked to my account!

I questioned this and also asked where this was stated in the Ts&Cs.

I said that a friend of mine, who is also on talktalk, has this feature active on their account so why don't I?

I emailed the manager a screenshot of the "100 minutes to other talktalk mobiles" and a copy of their own terms and conditions and I received a new email saying,

 

Dear Mr Bloggs,

Thank you for your email.

I think you maybe right on this as I have spoken to some of colleagues about this and they agree that it must be for any TalkTalk mobiles not just ones linked to the account.

Could I ask you to provide me with the mobile number of your friend who also has TalkTalk mobile so I can check over his details regarding this extra.

Please be assured that I will sort this out for you as soon as possible.

 

 

Although I am now better informed, I am still non the wiser. Could any of you clever folk pick the bones out of this and advise me where I go from here and what to do next. I have said to the manager via email that they have breached my contract and I intend to terminate my contract. Am I within my rights to do so?

 

Thank you for taking the time to read this life story!

 

kind regards

Edited August 1, 2013 by Marco73