topic Re: Disputing a TalkTalk engineer charge in Billing

Disputing a TalkTalk engineer charge

dprotas — Sat, 09 Sep 2023 11:01:53 GMT

Hi,

I would like to dispute a £75 charge in my latest bill that is itemized as "TalkTalk engineer - service fault [2]".

I had my connection dropping several times a day since early August. I made several connection tests, received the confirmation that something was wrong and that TalkTalk was looking into it, usually it would be working again for a while after all the testing.

Eventually it became impossible to have a stable connection for videocalls and streaming video so I finally contacted support on the chat. As they were unable to solve the issue remotely, they said we had to have an engineer visit to debug the issue.

The engineer came and after some testing, replaced the faceplate for a new one and commented that it looked like a poorly done wiring issue. This solved the issue, as we had a rock solid connection since.

I'm struggling to understand why I'm being charged if the fault was on the faceplate that was installed when I was provided with the service and the shoddy wiring was there from the last engineer visit.

What is the process to raise a complain about the charge?

Best regards,

Diego

Re: Disputing a TalkTalk engineer charge

Gliwmaeden2 — Sat, 09 Sep 2023 12:38:44 GMT

Your thread is in the queue for attention from staff, @dprotas, but they are not on here at weekends.

Look out for their response during the week.

Re: Disputing a TalkTalk engineer charge

dprotas — Sat, 09 Sep 2023 13:59:41 GMT

Thanks @Gliwmaeden2, I'll check back on Monday. Have a great weekend!

Re: Disputing a TalkTalk engineer charge

Arne-TalkTalk — Thu, 14 Sep 2023 11:38:52 GMT

Hi @dprotas

I can investigate this, I first need to confirm some security questions

I have sent you a PM on the community

Regards

Re: Disputing a TalkTalk engineer charge

dprotas — Thu, 14 Sep 2023 20:45:45 GMT

Thanks! I answered the security question.

Re: Disputing a TalkTalk engineer charge

Arne-TalkTalk — Fri, 15 Sep 2023 06:47:41 GMT

Hi dprotas

I can see that a credit has been raised for the engineer, you will be able to request a refund via My Account in the next 24 hours.

Regards

Re: Disputing a TalkTalk engineer charge

dprotas — Fri, 15 Sep 2023 12:06:41 GMT

Thank you! Have a lovely weekend!

Re: Disputing a TalkTalk engineer charge

Arne-TalkTalk — Fri, 15 Sep 2023 12:35:14 GMT

Your welcome.