I have been on the phone today to TalkTalk to resolve an issue with an outstanding balance of £447.56. After walking into the kitchen where my mother was almost ripping her hair out I took over and started the 45 minute negotiation with TalkTalk.
After being transferred to another Indian person; who started off with an American accent; I was repeating myself over and over again as he couldn't understand. I finally managed to get £200 knocked off the outstanding balance for the YouView box which caused all of these problems. I then stated that I had evidence that TalkTalk had breached their contract by tampering with the broadband speed and by not providing the minimum ISP policies defined by Ofcom on the TalkTalk website.
After he said that had this resolved the issue I said no and stated that we had two letters confirming that the outstanding balance was £0.00. I then asked for the complaint to be escalated to the CEO's office (As stated by the complaints procedure on the TalkTalk website). I was then transferred to the department manager who then said none of the other phone calls which we had previously made had been logged, no troubleshooting callouts, no technician requests nada.
This really p'd me off as we had spend x amount of time on the phone and nothing was done. I then complained and said that either TalkTalk sorts this out now of I contact Ofcom for breach of contract. Five minutes after I was placed on hold whilst the manager cleared the outstanding balance on the account. I had the phone on loudspeaker at this point in front of the rest of my family so they heard him say the "new account balance is £0.00". This whole fiasco took over an hour to resolve and multiple phone calls. If this has not been resolved we will be seeking legal action against TalkTalk via Ofcom as they have threatened to send the bailiffs round.
STAY AWAY FROM TALKTALK.
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