topic Re: How to Get TalkTalk to honour their Promise in Billing

How to Get TalkTalk to honour their Promise

JRH01 — Tue, 12 Dec 2023 04:01:32 GMT

After speaking to customer services on a Broadband issue in October I was advised an Engineer would be sent. As a pensioner I queried if any charges would be applicable and was categorically assured that the visit would not be charged. In November my bill included a 75.00 call out charge. After over 3 hours of call time to customer services and being assured by 2 separate agents that the charge would be credited I am still waiting for the refund - Where do I go from here?

Re: How to Get TalkTalk to honour their Promise

Divsec — Tue, 12 Dec 2023 06:03:59 GMT

Hi @JRH01 your post has been escalated and you should hear soon the team here are very good and will find a way to assist you.

Re: How to Get TalkTalk to honour their Promise

Gliwmaeden2 — Tue, 12 Dec 2023 07:21:59 GMT

@JRH01, have you looked for it in Transaction History in My Account?

Any credits will show in there, and you can put that towards future bills, or claim it back to your bank account.

Talktalk doesn't send it automatically to your bank account.

Re: How to Get TalkTalk to honour their Promise

Arne-TalkTalk — Tue, 12 Dec 2023 15:48:45 GMT

Hi JRH01

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: How to Get TalkTalk to honour their Promise

JRH01 — Sat, 16 Dec 2023 02:37:39 GMT

Thank you very much for the advice - unfortunately the refund is not showing in Transaction history but appreciate the tip.

Re: How to Get TalkTalk to honour their Promise

JRH01 — Sat, 16 Dec 2023 02:38:40 GMT

Profile completed as requested - I look forward to hearing that the issue is resolved.

Re: How to Get TalkTalk to honour their Promise

Arne-TalkTalk — Mon, 18 Dec 2023 09:58:09 GMT

Hi @JRH01

A credit has been applied, you will be able to request a refund via My Account in the next 24 hours.

Regards

Re: How to Get TalkTalk to honour their Promise

JRH01 — Tue, 19 Dec 2023 05:17:11 GMT

Thank you very much for your assistance. I have seen the credit and applied for the refund - most appreciated.

Re: How to Get TalkTalk to honour their Promise

Arne-TalkTalk — Tue, 19 Dec 2023 09:57:59 GMT

Happy to help.