topic Re: Call boast on full fibre still not correct! in Billing

Call boast on full fibre still not correct!

Dave.S1 — Mon, 06 Nov 2023 21:09:20 GMT

Rather frustrated with Talk Talk customer service or lack of it, since my Aug bill, it is still not correct. I have spoken to 6 different advisors so far, but it seems that nobody can sort my bill to show the correct agreed amount. Something that should be such an easy thing to do is taking such a long time to get sorted. How difficult can this be!

Advised today to call tomorrow so more time and effort on myside to get this sorted, surely one of the advisors could ask somebody from the right department to call me back and get this sorted once and for all? Or, do you have to speak to somebody in cancellations to say that's it, then no doubt they will try and charge an early cancellation fee!

Dave

Re: Call boast on full fibre still not correct!

Gliwmaeden2 — Mon, 06 Nov 2023 22:07:26 GMT

It will be helpful if you can describe precisely what is not showing correctly, @Dave.S1.

Are you trying to add the boost, or what were you expecting to see in your agreed contract?

I'll move this to billing.

Staff on the forum follow up during the day (Monday to Friday).

Re: Call boast on full fibre still not correct!

Arne-TalkTalk — Tue, 07 Nov 2023 08:30:03 GMT

Hi Dave.S1

Can you give us more information please, you did have a complaint which was closed as resolved on the 1st Nov, is it the same issue?

Re: Call boast on full fibre still not correct!

Dave.S1 — Tue, 07 Nov 2023 10:43:50 GMT

Hi Arne,

Thanks for your reply, yes it is. The call package is still not correct, the back office system keeps rejecting it apparently and nobody seems to be able to sort it out!

Frustrating to say the least that I have to keep calling and to say that it is not resolved.

If there is anything you can do I would appreciate it.

Thanks

Dave

Re: Call boast on full fibre still not correct!

Arne-TalkTalk — Tue, 07 Nov 2023 11:21:54 GMT

Can you specifically tell me what part of the bill is wrong, the complaint appears to be about the 3 months free that wasn't applied, this has been credited as part of the resolution.

Re: Call boast on full fibre still not correct!

Dave.S1 — Tue, 07 Nov 2023 12:02:55 GMT

Hi Arne,

Thanks, have sent a PM to you

Dave

Re: Call boast on full fibre still not correct!

Gliwmaeden2 — Tue, 07 Nov 2023 14:11:43 GMT

@Dave.S1, you may not get a response from staff to the PM, as they usually don't pick them up unless they have specifically asked you to use that method.

Let us know on here if you need further help.

Re: Call boast on full fibre still not correct!

Arne-TalkTalk — Fri, 10 Nov 2023 10:22:49 GMT

Thanks @Dave.S1 I will look into it.

Re: Call boast on full fibre still not correct!

Dave.S1 — Fri, 10 Nov 2023 13:32:53 GMT

Thanks Arne.

Appreciate any thing that you can do.

Regards

Dave

Re: Call boast on full fibre still not correct!

Dave.S1 — Fri, 17 Nov 2023 16:22:36 GMT

Hi Arne,

Just wondering if you have managed to get anywhere with this one?

Many thanks

Dave

Re: Call boast on full fibre still not correct!

Gliwmaeden2 — Fri, 17 Nov 2023 19:32:29 GMT

I'll re-escalate this for you, @Dave.S1.

Staff will reply after the weekend.

Re: Call boast on full fibre still not correct!

Arne-TalkTalk — Mon, 20 Nov 2023 11:16:09 GMT

I will request an update.

Re: Call boast on full fibre still not correct!

Arne-TalkTalk — Wed, 22 Nov 2023 09:21:08 GMT

Sorry this is still under investigation.

Re: Call boast on full fibre still not correct!

Dave.S1 — Wed, 22 Nov 2023 10:57:18 GMT

Hi Arne,

Thanks for the update, appreciated and know it isn't your fault but cannot believe how long this is taking to get sorted!

Regards

Dave

Re: Call boast on full fibre still not correct!

Arne-TalkTalk — Wed, 22 Nov 2023 13:07:25 GMT

The technical reason I've been given is that your line identifier and account don't match up??? I don't know what that means either, but someone is looking at it.

Re: Call boast on full fibre still not correct!

Dave.S1 — Wed, 22 Nov 2023 13:53:35 GMT

Thanks Arne,

Fingers crossed they will get this finally sorted!

Regards

Dave

Re: Call boast on full fibre still not correct!

Dave.S1 — Wed, 29 Nov 2023 17:35:30 GMT

Hi Arne,

I have waited to see if anything has happened or changed on my account, on checking again last week and today, ever hopeful (not really) that this is now corrected, still not. Yet another month goes by and still not correct and overcharged again. Can somebody please get this sorted?

Thanks and disgruntled

Dave

Re: Call boast on full fibre still not correct!

Arne-TalkTalk — Thu, 30 Nov 2023 08:53:48 GMT

Sorry that this is still ongoing. A credit has been raised for the overcharge.

Re: Call boast on full fibre still not correct!

Dave.S1 — Wed, 06 Dec 2023 08:56:25 GMT

Morning Arne,

I know that you are trying to get this sorted and hopefully still trying? On checking my account again, it is still showing the incorrect price.... it appears like nobody can be bothered to get this sorted out. What is the issue, how difficult can it be to get the call package price correct?

Finding this totally bonkers now. Not at yourself or your guys on here as unfortunately you do get the brunt of it, but whomever in the accounts or billing. I wonder if I was underpaying my bill each month, your legal team would already be on the case to me.

Will this ever get sorted?

Dave

Re: Call boast on full fibre still not correct!

Dave.S1 — Wed, 13 Dec 2023 11:45:15 GMT

Still not correct

Checked on my account again and still not correct, can somebody get this sorted? or is it mission impossible!! Seems like it....

Come on Talk Talk this is stupid