topic Re: Failed promise in Billing

Failed promise

Shedload1 — Sat, 15 Jul 2023 00:27:16 GMT

I trust this is the correct place for this.

Before joining TalkTalk Full Fibre, as an enticement I was promised a £150 Gift Card to match Vodafone plus a back-up power box to maintain connection in case of power outage. My Wife is a Nurse and should always be contactable for her position.

Neither of these items materialised. I have been in contact by 'phone and live chat, who denied the existence of a back up box, even though other providers offer them.

Both promised to arrange for the gift card but here we are eight months on and we still have not received what was agreed as part of the deal.

Can somebody please fulfil the Talktalk promise ?

Re: Failed promise

Gliwmaeden2 — Sat, 15 Jul 2023 07:05:26 GMT

Staff will reply after the weekend, @Shedload1.

Your post is in a queue for attention.

Re: Failed promise

Arne-TalkTalk — Tue, 18 Jul 2023 11:48:47 GMT

Hi Shedload1

I can escalate the voucher claim, the back up will need to be handled by the future fibre team.

Regards.

Re: Failed promise

Shedload1 — Tue, 18 Jul 2023 17:03:34 GMT

Thanks for updating me and looking into this matter.

I hope to hear back soon.

Re: Failed promise

Shedload1 — Mon, 24 Jul 2023 20:11:31 GMT

Hi, any update on my issue ?

Thanks

Re: Failed promise

Gliwmaeden2 — Mon, 24 Jul 2023 20:19:03 GMT

I'll re-escalate this for you, @Shedload1.

Re: Failed promise

Arne-TalkTalk — Tue, 25 Jul 2023 12:08:25 GMT

Did you call the Future Fibre team for the battery back up?

Re: Failed promise

Shedload1 — Tue, 25 Jul 2023 15:06:40 GMT

No. I was waiting for this issue to be resolved first. Don't want myself at cross purposes.

Re: Failed promise

Anonymous — Wed, 02 Aug 2023 08:43:33 GMT

Morning,

Can I just confirm, has the voucher now been received since your last post? If not then we can re-escalate this for you.

Thanks

Re: Failed promise

Shedload1 — Wed, 02 Aug 2023 20:34:08 GMT

Hi Michelle

No, I have heard nothing with regard to the Gift Card promise.

Thanks for checking in.

Re: Failed promise

Shedload1 — Mon, 07 Aug 2023 07:47:13 GMT

Good Morning. I have still heard nothing about my promised Gift Card.

What do I need to do to escalate my problem ?

Thanks

Re: Failed promise

Gliwmaeden2 — Mon, 07 Aug 2023 09:13:54 GMT

Re-escalated for you again, @Shedload1.

Re: Failed promise

Shedload1 — Mon, 07 Aug 2023 09:59:34 GMT

Thank You. There really should be a better way. ☹️

Re: Failed promise

Shedload1 — Tue, 22 Aug 2023 09:42:45 GMT

Hi all, back from a pleasant break and still nothing from TalkTalk.

How do I make an official complaint please ?

Re: Failed promise

Gliwmaeden2 — Tue, 22 Aug 2023 10:07:29 GMT

There's a link for Complaints at the foot of every page on the forum, @Shedload1.

Re: Failed promise

Arne-TalkTalk — Tue, 22 Aug 2023 10:59:25 GMT

I will chase this up for you again.

Re: Failed promise

Shedload1 — Tue, 22 Aug 2023 14:23:27 GMT

Thank you Arne.

I just got back home, appreciate your help.

Re: Failed promise

Shedload1 — Fri, 01 Sep 2023 10:06:58 GMT

Well, I raised another complaint and the gift card has been transferred to a Credit so that is something.

I am now in negotiation for the back up box.

I appreciate the help and advice given on here but it really should not be upto a community to sort out these sort of issues.

Re: Failed promise

Shedload1 — Fri, 01 Sep 2023 11:28:20 GMT

NO No no !

Edit to previous update. I logged onto live chat at 10 Am.

Having being passed through various departments I was promised the cashback as credit.

Another department confirmed I had been promised the back up box and transferred me to another department.

At 12.20 I noticed that their had ben no update for a while. I had ben disconnected and the chat was gone ?

What now. How do I know if the account has been updated.

I really cannot stand another morning on live chat. 😢

I am curious as shortly before the chat disappeared the Agent asked if I was using my home broadband to contact them. 🤔

Re: Failed promise

Gliwmaeden2 — Fri, 01 Sep 2023 11:41:27 GMT

@Shedload1,

The credit should show in Transaction History in My Account. You can claim it back to your bank account or leave it there to cover future bills.

For the back up power box, make sure that you are talking to the Future Fibre team - try phoning if you find Chat frustrating. Make a note of when you call. 03451 720088.