Charged in error for TalkTalk engineer missed appointment

RePete — Thu, 31 Aug 2023 19:07:45 GMT

My latest bill shows a charge of £75 for a missed TalkTalk engineer appointment which states “the engineer visited on 24/07/23 however was unable to gain access”. This is completely wrong and I want the charge refunded.

This arises from an issue I had in July which I knew needed an openreach (not TalkTalk) engineer visit, and despite trying to arrange this with TalkTalk (including a three and a half hour live chat!) it was only by raising it with this community that I was able to get the matter resolved (this is in your community pages under “Help with your service > Fibre > External junction hanging off wall with exposed wires”). I have no wish to spend any more time speaking to anyone about this so I am hoping you will be as helpful this time as you were then.

The engineer rang me on the morning of 24/07 and when I realised he was from TalkTalk I told him I had wanted an openreach engineer, not him, as the problem was external; he agreed he would only be able to deal with internal issues and so said he wouldn’t be coming and would pass this on.

This charge was then advised to me later on 24/07 by text message, and I responded “You didn't miss me, I have been here all day. A talk talk engineer rang me this morning and I explained I was expecting an openreach engineer to fix our external junction box. In my chat with you on Friday, I was asked if I wanted a talktalk engineer and said no and advised I would not pay for this”. The text went on to say “you agreed to the booking of the engineer as the terms and conditions were read” and I responded “No, I specifically said I agreed to the terms and conditions of the openreach engineer but not to the talktalk engineer”.

I was contacted again on 25/07 and given a complaint reference number (not sure if I should provide that here, I can advise it if you wish). On 27/07 I explained all of this on the phone to someone who said they were “Leo, Technical Complaints Manager” who agreed to rescind the charges, and as a result the complaint was closed.

After all this I am now shocked to find I have still been charged, can you please arrange to reverse this, as was agreed, and let me know when I can see this in my account in pending transactions? Thanks for your help.

Re: Charged in error for TalkTalk engineer missed appointment

Gliwmaeden2 — Thu, 31 Aug 2023 19:37:10 GMT

While it may show in the bill as due, check transaction history, @RePete, as it may be offset with a credit already there. Talktalk often does this to record the waiver.

Re: Charged in error for TalkTalk engineer missed appointment

RePete — Thu, 31 Aug 2023 21:24:36 GMT

Thanks for responding, Gliwmaiden2.

I've done that, unfortunately no credit is in transaction history, nor in "upcoming" under my bills.

Re: Charged in error for TalkTalk engineer missed appointment

Arne-TalkTalk — Fri, 01 Sep 2023 09:04:41 GMT

Hi @RePete

A credit has been applied to the account in the last 24 hours, please check transaction history in my account and you should be able to request a refund.

Regards

Re: Charged in error for TalkTalk engineer missed appointment

RePete — Sat, 02 Sep 2023 15:26:06 GMT

Arne - yes, credit now there. Many thanks for your help - I don't know what I'd do without the assistance of this community!

Re: Charged in error for TalkTalk engineer missed appointment

Arne-TalkTalk — Mon, 04 Sep 2023 09:01:27 GMT

No problem, happy to help.

topic Re: Charged in error for TalkTalk engineer missed appointment in Billing

Charged in error for TalkTalk engineer missed appointment

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Re: Charged in error for TalkTalk engineer missed appointment

Re: Charged in error for TalkTalk engineer missed appointment

Re: Charged in error for TalkTalk engineer missed appointment

Re: Charged in error for TalkTalk engineer missed appointment