topic Re: AutoCompensation in Billing

AutoCompensation

AngryMum — Fri, 21 Jul 2023 16:05:54 GMT

We were without broadband for eleven days at the end of May. I was expecting that the promised compensation would be credited to my account within 30 days. I was told this when they called to confirm that our service was working again.

I tried sending an enquiry via the help pages, but the reply bore no resemblance to the question.

Where do I go from here? Is it simpler to go straight to the Ombudsman?

Re: AutoCompensation

Gliwmaeden2 — Fri, 21 Jul 2023 16:58:20 GMT

The same episode that concluded the first week of June, @AngryMum?

https://community.talktalk.co.uk/t5/Full-Fibre/Long-story-no-internet/td-p/2973824/page/2#M15997

Staff can look into this for you after the weekend.

The whole process can take a while to assess, let alone get approved and applied in My Account.

The first few days don't count, as deemed necessary to give the engineers time to sort it.

I'll attach the automatic compensation article:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: AutoCompensation

AngryMum — Fri, 21 Jul 2023 17:40:00 GMT

Yes @Gliwmaeden2 They told me that the compensation would be applied to my account within 30 days.

Re: AutoCompensation

Arne-TalkTalk — Tue, 25 Jul 2023 13:16:53 GMT

Hi @AngryMum

I have asked the auto compensation team to have a look at this.

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

Regards