topic Re: Refund request for wrong advice during house move in Billing

Refund request for wrong advice during house move

nrf77 — Wed, 26 Apr 2023 08:39:12 GMT

Hi there,

I have raised a refund request through the email address concerns@talktalkplc.com explaining the case in detail and providing supporting documents in attachment.

I received a generic reply to my request, which left me unsure as to whether any action is being taken by Talktalk or whether I need to actively contact Talktalk via other means

We’re sorry you’ve had to report a problem, we’ll do all we can to put things right as quickly as possible. There’s a number of ways we provide support, please choose what’s best for you

Can someone in the community please look at my case and PM me with any details that are needed from me? Case ID that has been created is ET-321997

Case might be already being looked at, but one never knows.

Thank you for your support.

Re: Refund request for wrong advice during house move

Gliwmaeden2 — Wed, 26 Apr 2023 09:38:57 GMT

I'll move this to the billing section for you, @nrf77.

Staff reply during the day Monday to Friday. Your thread will be in a queue for attention.

Re: Refund request for wrong advice during house move

Arne-TalkTalk — Wed, 26 Apr 2023 10:51:49 GMT

Hi nrf77

What is the refund request about? I don't have access to the case ID's

There is no update on your account since early March.

Re: Refund request for wrong advice during house move

nrf77 — Wed, 26 Apr 2023 12:33:57 GMT

Here is the text of my email to concerns@talktalkplc.com

I have recently moved home and before moving in I was advised by Talktalk that there was no fibre in my new property. As a consequence an Openreach engineer visit was arranged by Talktalk.

The engineer availability meant that his first available appointment was after I would move into my new property. I was therefore advised by Talktalk to get a WiFi dongle or MiFi to cover for the period between my move in date and the engineer appointment.

Upon his visit, the engineer advised that the house had always been connected to the fibre in the first place and there was therefore nothing for him to do apart from telling me to simply plug in a router and go. That turned out to be correct.

I am therefore asking Talktalk for a refund of the charges I incurred with Three, with which I signed up for a 1 month MiFi contract with 1 month cancellation notice.

Attached is the contract with Three plus the bills I was issued by Three. Attached is also a brief summary of the refund calculation.

Re: Refund request for wrong advice during house move

Arne-TalkTalk — Thu, 27 Apr 2023 12:01:42 GMT

Im not sure we would refund those costs, but you may be entitled to auto compensation for the delay in activation. Once the email is picked up they will call and discuss this with you.

Re: Refund request for wrong advice during house move

nrf77 — Thu, 27 Apr 2023 13:13:16 GMT

Thanks. So for now I can leave the email with Talktalk and I don't need the community to solve this? The auto reply from Talktalk left me unsure about whether any action was being taken by Talktalk as it asked me to contact via community or via chat.

Re: Refund request for wrong advice during house move

Arne-TalkTalk — Fri, 28 Apr 2023 08:28:35 GMT

Keep us updated when you get a response.

Re: Refund request for wrong advice during house move

nrf77 — Wed, 10 May 2023 12:18:36 GMT

Hi there,

I received no call and heard nothing from Talktalk on this issue.

I also contacted Talktalk via chat and they promised to escalate with monthly bill charges waived on the next bill, which did not happen as the bill just received has the usual monthly bill charge.

Anything that can be done at your end to close this issue?

Re: Refund request for wrong advice during house move

Gliwmaeden2 — Wed, 10 May 2023 12:50:30 GMT

Re-escalating this for you, @nrf77.

Re: Refund request for wrong advice during house move

Arne-TalkTalk — Thu, 11 May 2023 08:36:42 GMT

Did you get a copy of that chat transcript

Re: Refund request for wrong advice during house move

nrf77 — Sat, 13 May 2023 19:32:58 GMT

Unfortunately not.

Re: Refund request for wrong advice during house move

Arne-TalkTalk — Mon, 22 May 2023 08:50:18 GMT

I can see a that a credit has now been applied, Sorry for the delay.