topic Re: Talk talk forwarded an account to debt collection Agency 2 years ago in Billing

Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Sun, 30 Jul 2023 10:33:53 GMT

Talk talk forwarded an account to debt collection Agency 2 years ago, was not advised if this by anyone, DCA say they have been contacting me during the past 2 years which they haven't got an email and letter same day 2 days ago, they lied to allow the £25 debt to increase to £87, have asked for proof of their contacting me, no response yet, the £25 is due to a non returned set top box, I returned everything by royal mail 2 years ago, phone talk talk they won't help the DCA dint care just say got to pay the money.....help please

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

fr8ys — Sun, 30 Jul 2023 11:07:40 GMT

I appreciate you are no longer a TalkTalk customer, but if the landline phone number you had when a customer is known, can you please include this in your profile so the support team here can trace your account and advise you on next steps.

In the private notes field can you include your address, account number (if known) and any references from the DCA that would help. Only you and TalkTalk staff can see this info.

Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

Please post back when done.

Thank you

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Sun, 30 Jul 2023 11:49:08 GMT

All info added to profile and private notes as requested

Thankyou 🤞🤞🤞

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Gliwmaeden2 — Sun, 30 Jul 2023 12:33:21 GMT

@Stevejones2023, staff will reply during the week.

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Sun, 30 Jul 2023 12:42:45 GMT

Thankyou, I really hope TT can help, I phoned them and really didn't want to know, as account with all personal info been handed to a DCA 2 years ago 😪 TT have a poor reputation for customer support, hopefully they will surprise me and squash this 🤞 thank you

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Sun, 30 Jul 2023 13:13:48 GMT

therefore the said equipment is owned by the customer, so the DCA claim is invalid possibly illegal, but the equipment was returned by royal mail in a talk talk provided bag

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Mon, 31 Jul 2023 19:21:46 GMT

Can't log in says email wrong help please

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Mon, 31 Jul 2023 19:33:25 GMT

Missed a call from talk talk 0800 5555544 at 1110 today

Hope they eventually phone back

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Gliwmaeden2 — Mon, 31 Jul 2023 21:48:29 GMT

@Stevejones2023, if you left two years ago, I don't think that you have access to my account any more. After the service ceases you can access it for c one year.

However Talktalk will still have a record of it.

For staff support, please wait for them to reach your thread before posting further (unless to tell us it's been sorted!). Your issue will get to the front of the queue more quickly if you just wait for their response first.

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Arne-TalkTalk — Thu, 03 Aug 2023 11:40:51 GMT

HI Stevejones2

If the account has been passed to a DCA you will need to contact the agency on 02034370311 provide them with the tracking number of the returned equipment (if you have it) they will then adjust any outstanding balances.

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Tue, 08 Aug 2023 11:11:44 GMT

This is crazy, according to talk talk t&c the set top box belongs to the customer, plus it was returned so this claim should be cancelled.....also upset that TT have my personal info away to the DCA what happened to data privacy 😡

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Arne-TalkTalk — Tue, 08 Aug 2023 11:59:44 GMT

That's incorrect, The equipment does not belong to you, and with an outstanding balance information can be passed to a collection agency.

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Gliwmaeden2 — Tue, 08 Aug 2023 12:37:18 GMT

@Arne-TalkTalk, customers often take it on trust that a piece of equipment will be received and processed correctly by Talktalk.

There is no warning given about "keep a certificate of posting for several years thereafter because either Royal Mail or our own systems will bungle this for you".

Only because we CSs remind people that it is advisable for customers to get a certificate of posting, some of them do have this "insurance".

There have been multiple instances of Talktalk not correctly processing returns and billing customers thereafter.

If nothing else, in the light of Talktalk's own track record, there should be an advisory note in the email that requests return of equipment, to the effect that the customer should keep the record of posting for several years.

With no warning in the message, Talktalk customers will not be keeping the evidence this long.

Can Talktalk prove that they have sent out warnings to the customer at an earlier stage in this process, before the amount deemed to be owed escalated, and while they might have retained evidence of posting?

@Stevejones2023, the "new" service mentioned really refers to "first" service with Talktalk. It really is a bit misleading.

There are too many loose ends in Talktalk's own behaviour and the wording of the Ts&Cs.

Can Talktalk provide evidence of attempts to follow up sooner, @Arne-TalkTalk?

These need to be provided to the customer, as, without proof, it is Talktalk's word against theirs in court.

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Arne-TalkTalk — Tue, 08 Aug 2023 13:47:12 GMT

After 2 years there is nothing we can do on this, equipment returns has been a process for a long time (pre covid ) if the OP can show the evidence I can definitely dispute it.

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Tue, 08 Aug 2023 14:19:54 GMT

One missed call then nothing TT don't care, see there trust pilot reviews 😡

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Tue, 08 Aug 2023 14:23:31 GMT

Thank you, I feel less one now, I have asked the DCA for proof if communications, as there were none, TT should have contacted me 2 years ago saying the equipment not returned, also advise me that my personal info had been passed to a DCA, really not good enough, which is why TT have the worst customer service according to which magazine

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Tue, 08 Aug 2023 14:24:10 GMT

What about clause 7.2 saying the set top box is the property if the customer 🤔🤔🤔

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Tue, 08 Aug 2023 14:26:01 GMT

Neither TT or the DCA contacted me 2 years ago to say the equipment wasn't returned, which it was, and what about your T&C clause 7.2 stating the set top box is the customers property ???

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Tue, 08 Aug 2023 14:27:35 GMT

Wish I could return all the stupid badges I keep winning what a 😡 joke

Re: Talk talk forwarded an account to debt collection Agency 2 years ago

Stevejones2023 — Tue, 08 Aug 2023 16:55:30 GMT

So w hat about clause 7.2 saying the customer owns the set top box ????