Talk Talk engineer charges

[Snf0113]

Hi all,

Firstly apologies if this is in the wrong category.

 

I’ve been with TalkTalk a few years now, not had a problem with them in all that time until my youview box stopped recording a few weeks ago.

 

I called up and made an engineer appointment that I missed as I was stuck in traffic when the engineer arrived.

It was no big deal, I called up and re arranged the appointment.

 

My complaint is,

when I first booked the appointment the agent explained the charges for missed appointments.

When I rearranged the appointment I was told I wouldn’t be charged, they would waive the fee as I had only missed the engineer by a minute or two (my 13 year old opened the door to him so told me he had just knocked when I arrived home).

 

Lo and behold, when my bill came the week after the charge was added on to my account.

I called up and explained the situation but customer services weren’t interested in anything I had to say so I emailed the complaints department but have only had an email saying that someone would call me.

 

I have already paid the bill as it came out dd but surely if I was told I wouldn’t be charged I shouldn’t have been.

 

Shall I continue to complain or just leave it?

 

(Apologies in advance for the long winded post!)

 

Thanks

Edited December 9, 2018 by dx100uk
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[dx100uk]

did you record your call?

if not send them a free sar asking for a copy of the audio recordings

 

dx

[Snf0113]

Hi,

Forgot I posted here so have just received the reply. Thankyou.

 

I’ve just been on the phone to them for over an hour,

dealt with 2 very nice managers from the engineer department and the department that deal with the live chat.

 

The manager from the engineer department took me through the chat I had with customer services and the fault was mine,

in my haste I had read something wrong and I accepted that I was the one at fault but she wasn’t happy because it should have been explained that I would still be charged for the missed appointment

- I was when I first booked it but she said it should have been reiterated during the conversation about the rearranged appointment

- and put me back through to the engineers department.

I’m not sure what for but she said she had written some notes for them to read.

 

The second manager from the engineers department was quite rude, was only interested in whether I wanted to pay the charge or not

 

when I said I’d already paid it she wasn’t interested in anything after than,

bid her farewell,

wished me a happy new year and put the phone down.

 

I’m not complaining about this, it just shows it’s a waste of time complaining to them again.

They aren’t interested.

Edited December 28, 2018 by dx100uk
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[Surfer01]

They will be if you recall the DD!

Edited December 28, 2018 by dx100uk
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[dx100uk]

and ofcourse you did record these calls?