topic Re: Renewal gift card and compensation request in Billing

Renewal gift card and compensation request

mk123 — Mon, 17 Apr 2023 10:45:57 GMT

Hello,

I have two queries:

1) The retentions/loyalty team promised me a £40 voucher at renewal, around a month ago. I have seen no sign of it - can I request that please

2) My upgrade to Fibre 150 didn't go smoothly and I was left without service. Can I check that compensation is being applied for that, as the live chat agent at the time said it would? Please see https://community.talktalk.co.uk/t5/Fibre/Problems-after-Fibre-150-Digital-Voice-installed-today/m-p/2965512 for details

Thanks

Re: Renewal gift card and compensation request

Arne-TalkTalk — Tue, 18 Apr 2023 13:59:47 GMT

Hi @mk123

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

Re: Renewal gift card and compensation request

mk123 — Tue, 18 Apr 2023 18:28:26 GMT

Answered, thanks

Re: Renewal gift card and compensation request

Arne-TalkTalk — Wed, 19 Apr 2023 11:55:50 GMT

Thank you I will escalate this for you

Re: Renewal gift card and compensation request

mk123 — Wed, 19 Apr 2023 14:12:22 GMT

Thanks. To confirm, you are escalating with regards to both queries?

Re: Renewal gift card and compensation request

mk123 — Mon, 24 Apr 2023 21:36:57 GMT

any update please

Re: Renewal gift card and compensation request

Arne-TalkTalk — Tue, 25 Apr 2023 12:17:00 GMT

The details have been sent to Giftcloud, I'm waiting for there reply, will let you know when, It should be sometime this week.

Re: Renewal gift card and compensation request

mk123 — Tue, 25 Apr 2023 14:40:32 GMT

Thanks - that is the renewal gift card? What about the compensation for the service loss?

Re: Renewal gift card and compensation request

Arne-TalkTalk — Fri, 28 Apr 2023 10:37:16 GMT

If applicable, Auto Compensation can take upto 30 days after the problem is resolved, You will receive a SMS/Email if the claim is successful.

Re: Renewal gift card and compensation request

mk123 — Tue, 09 May 2023 13:13:41 GMT

Thanks Arne. I had the gift card come through, but nothing about the compensation, and it has been over 30 days. Can you please investigate? I was informed on live chat at the time that compensation would be applied for the service disruption.

Re: Renewal gift card and compensation request

mk123 — Wed, 17 May 2023 10:28:15 GMT

@Arne-TalkTalk ?

Re: Renewal gift card and compensation request

Arne-TalkTalk — Wed, 17 May 2023 12:49:17 GMT

I will ask the auto compensation team to look into this

Re: Renewal gift card and compensation request

Arne-TalkTalk — Wed, 17 May 2023 13:11:30 GMT

Can you also confirm the dates, I cant find a fault that was logged with us.

Re: Renewal gift card and compensation request

mk123 — Wed, 17 May 2023 14:02:18 GMT

Thanks @Arne-TalkTalk . My conversation with TalkTalk live chat:

18:32, Apr 6
Ellie: Our system is calculating any compensation that is due to you under the industry compensation scheme. Once we have gathered all of the information about
your fault/order delay, we will automatically work out how much you're due and apply this to your account. We'll always do this within 30 days of the fault being
resolved/order going live.

Re: Renewal gift card and compensation request

Arne-TalkTalk — Fri, 19 May 2023 11:25:37 GMT

Hi mk123

I have asked the auto compensation team to investigate,

Once the investigation is complete you will receive an SMS/Email.

Regards