Hi
I've pasted a copy of a complaint letter just sent of to Talk Talk. Would be nice to know if anyone else has had similar woes.....
In April 2010 I was phoned by a Talk Talk salesperson and asked if I would like a ‘better deal’ where I could upgrade to unlimited broadband for a small extra monthly charge. I asked, if I agreed would I be signing up for another contract and I was told no (that was the first time I was lied to by Talk Talk) because I later found out that I had in fact been signed up for a new contract.
I also mentioned that I was having a lot of technical issues and I was promised that these would be fixed. During the following weeks I spent a lot of time on the phone to technical support and had several replacement routers sent out. On one of the calls to Talk Talk customer service I discovered my contract had been renewed and I explained that I was not happy about this as I had not agreed to it. I was asked why I didn’t want to renew my contract to which I replied there was too many drop outs on the connection. The Talk Talk representative told me not to worry and if I agreed to stay on with Talk Talk (I was still in the cooling off period of my new contract) they would endeavour to fix my faults free of charge (this was the second lie I was told).
Eventually after following all the instructions from technical support I was told that an engineer would be sent out with a new router to do some diagnostics. The engineer came out to the house at the beginning of September and replaced the router, he also checked out the exchange end of the circuit. Since that date the connection has been much better, I would in fact consider the technical problems resolved.
The reason for this letter is that on my December bill I have an additional charge of £46.99 for a ‘non fault engineer visit’. After telephoning customer services I was told that this was for the engineer visit back in September. I explained that I was promised by Talk Talk that all the issues I was having would be fixed at no cost to myself. I also explained that I wasn’t told that I would be charged for an engineer visit. Eventually after being bounced around several people and different departments All that Talk Talk could offer was one free months line rental which would still leave me £20 out of pocket.
I hope you appreciate that this is not acceptable and that I shouldn’t have been charged. I have summarised my main concerns below:-
• My contract was renewed by a cold call from a Talk Talk salesperson, even when I specifically asked if I was renewing I was told ‘no it’s just an upgrade’, this was a lie.
• I was promised that my technical issues would be fixed free of charge and if they were not I could cancel the renewal (that I hadn’t asked for in the first place).
• I was never told I would have to pay for an engineer visit.
• How can it be a ‘non fault engineer call’ when the fault was down to a router that TalkTalk had supplied just a few weeks previously.
• Why did the charge take over three months to come up on my bill?
Please could you review my concerns, I hope you agree that this charge is not correct and that you will do the right thing and credit my account as soon as possible. As I am in mid contract I do not have the option of cancelling without incurring a substantial cost. However if this matter is not resolved to my satisfaction rest assured I will be leaving Talk Talk as soon as I can, never to return.
I've pasted a copy of a complaint letter just sent of to Talk Talk. Would be nice to know if anyone else has had similar woes.....
In April 2010 I was phoned by a Talk Talk salesperson and asked if I would like a ‘better deal’ where I could upgrade to unlimited broadband for a small extra monthly charge. I asked, if I agreed would I be signing up for another contract and I was told no (that was the first time I was lied to by Talk Talk) because I later found out that I had in fact been signed up for a new contract.
I also mentioned that I was having a lot of technical issues and I was promised that these would be fixed. During the following weeks I spent a lot of time on the phone to technical support and had several replacement routers sent out. On one of the calls to Talk Talk customer service I discovered my contract had been renewed and I explained that I was not happy about this as I had not agreed to it. I was asked why I didn’t want to renew my contract to which I replied there was too many drop outs on the connection. The Talk Talk representative told me not to worry and if I agreed to stay on with Talk Talk (I was still in the cooling off period of my new contract) they would endeavour to fix my faults free of charge (this was the second lie I was told).
Eventually after following all the instructions from technical support I was told that an engineer would be sent out with a new router to do some diagnostics. The engineer came out to the house at the beginning of September and replaced the router, he also checked out the exchange end of the circuit. Since that date the connection has been much better, I would in fact consider the technical problems resolved.
The reason for this letter is that on my December bill I have an additional charge of £46.99 for a ‘non fault engineer visit’. After telephoning customer services I was told that this was for the engineer visit back in September. I explained that I was promised by Talk Talk that all the issues I was having would be fixed at no cost to myself. I also explained that I wasn’t told that I would be charged for an engineer visit. Eventually after being bounced around several people and different departments All that Talk Talk could offer was one free months line rental which would still leave me £20 out of pocket.
I hope you appreciate that this is not acceptable and that I shouldn’t have been charged. I have summarised my main concerns below:-
• My contract was renewed by a cold call from a Talk Talk salesperson, even when I specifically asked if I was renewing I was told ‘no it’s just an upgrade’, this was a lie.
• I was promised that my technical issues would be fixed free of charge and if they were not I could cancel the renewal (that I hadn’t asked for in the first place).
• I was never told I would have to pay for an engineer visit.
• How can it be a ‘non fault engineer call’ when the fault was down to a router that TalkTalk had supplied just a few weeks previously.
• Why did the charge take over three months to come up on my bill?
Please could you review my concerns, I hope you agree that this charge is not correct and that you will do the right thing and credit my account as soon as possible. As I am in mid contract I do not have the option of cancelling without incurring a substantial cost. However if this matter is not resolved to my satisfaction rest assured I will be leaving Talk Talk as soon as I can, never to return.
