topic Re: Renewal voucher not received 70 days after renewing in Billing

Renewal voucher not received 70 days after renewing

JimmyDiscoT — Mon, 02 Oct 2023 09:14:02 GMT

Hi there

I received an email from TalkTalk with an offer of a £70 gift voucher on 24th July. I renewed via the live chat service on 25th July.

The original email stated I would receive my voucher 30 days from the date my new contract started.

The reward card FAQs on the TalkTalk website says I will receive it 45 days after contract start.

When I followed up recently with live chat, I was told I would receive it 60 days after contract start.

It's now been 70 days since my contract renewed, so longer than all of the above promised timescales, and still no voucher. Could you please advise when I can expect to receive this?

Thanks!

Re: Renewal voucher not received 70 days after renewing

Gliwmaeden2 — Mon, 02 Oct 2023 10:05:21 GMT

Complete your community forum profile details so that staff can identify your account, @JimmyDiscoT.

Add your Talktalk landline number ir account number in Personal Information.

Go via your avatar/name; settings. SAVE CHANGES.

Re: Renewal voucher not received 70 days after renewing

Arne-TalkTalk — Mon, 02 Oct 2023 10:10:20 GMT

Hi @JimmyDiscoT

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

Re: Renewal voucher not received 70 days after renewing

JimmyDiscoT — Mon, 02 Oct 2023 10:22:00 GMT

Hiya - now added my personal info and number to the profile.

Thanks!

Re: Renewal voucher not received 70 days after renewing

Arne-TalkTalk — Mon, 02 Oct 2023 13:31:51 GMT

Thank you I will escalate this.

Re: Renewal voucher not received 70 days after renewing

JimmyDiscoT — Sat, 21 Oct 2023 22:14:40 GMT

Still no sign of any voucher, this is very disappointing.

Can you please advise when I can expect to receive this?

Re: Renewal voucher not received 70 days after renewing

Gliwmaeden2 — Sat, 21 Oct 2023 23:37:44 GMT

Staff will be back after the weekend to follow up, @JimmyDiscoT.

Re: Renewal voucher not received 70 days after renewing

JimmyDiscoT — Mon, 30 Oct 2023 10:36:20 GMT

It's now coming up to 100 days (!!) since I have renewed and still no voucher. I've added my account details and replied to the private message I received but to no avail.

I've just come off a nearly hour long LiveChat during which I was passed between three separate people/teams and ultimately just told to contact the 'loyalty team' by phone.

Can someone please let me know what is going on with this?

Re: Renewal voucher not received 70 days after renewing

Gliwmaeden2 — Mon, 30 Oct 2023 10:58:30 GMT

I re-escalated this on the 22nd, @JimmyDiscoT and will do so again today.

Hopefully @Arne-TalkTalk, will be able to follow up quickly.

Re: Renewal voucher not received 70 days after renewing

Arne-TalkTalk — Mon, 30 Oct 2023 12:59:40 GMT

Hi @JimmyDiscoT

I have sent you a PM

Regards

Re: Renewal voucher not received 70 days after renewing

JimmyDiscoT — Tue, 31 Oct 2023 10:30:40 GMT

Many thanks to Arne and to the helpful lady from TalkTalk I've just spoken to on the phone - voucher now received!

TalkTalk staff have been very helpful but I would just feed back that you should not promise a voucher within 30 days for renewing if it's going to take significantly longer. When I previously switched to PlusNet a couple of years ago their incentive switching voucher arrived as promised and with no chasing needed from me.

Re: Renewal voucher not received 70 days after renewing

Gliwmaeden2 — Tue, 31 Oct 2023 14:09:42 GMT

Good to see it's finally sorted, @JimmyDiscoT!