topic Re: I am being wrongly charged for an engineering visit. in Billing

I am being wrongly charged for an engineering visit.

JoaoB — Sun, 24 Mar 2024 09:15:05 GMT

I'm currently experiencing an issue with my bill. My connection has been very slow since the beginning of January for a few weeks, with an internet speed of 0.5 or under, making it nearly impossible to connect before completing stopped working. After contacting customer service in February my landline stopped working too, an engineer was sent to my property and detected a problem outside, around 47 meters away from my property. Despite the first engineer's visit and inability to fix the issue, a team was promised to come and address it. A second engineer visit was arranged, and they fixed the problem outside my property. During the visit, the engineer communicated with TalkTalk about the slow connection issue on my property. Now, TalkTalk is trying to charge me for the engineer visit, falsely claiming the issue was within my property. Despite my attempts to contact customer service, their response has been poor, only stating via email that the issue was within my property. I have evidence from CCTV footage that was connected to mobile data showing the problem was outside my property and the engineer's interaction at my property. The engineer clearly stated visit will not be changed, the problem was outside and not my fault. I'm extremely frustrated with this situation, especially considering I've been a customer since 2008. This level of service is unacceptable. I've been unable to reach a human representative through customer service, and I request someone to call me to discuss this matter.

Re: I am being wrongly charged for an engineering visit.

Divsec — Sun, 24 Mar 2024 10:07:09 GMT

Hi @JoaoB your post has been escalated and you should hear tomorrow.

Re: I am being wrongly charged for an engineering visit.

JoaoB — Sun, 24 Mar 2024 10:27:29 GMT

Thank you for your reply, I hope someone call me.

Re: I am being wrongly charged for an engineering visit.

Divsec — Sun, 24 Mar 2024 12:34:19 GMT

Hi @JoaoB it won't be a phone call but the people who work here are excellent and will get you sorted out quickly.

Re: I am being wrongly charged for an engineering visit.

Arne-TalkTalk — Tue, 26 Mar 2024 09:46:43 GMT

Hi JoaoB

You have an open complaint , because of this we cant interfere and must leave this to be handled by the complaints team.

I hope your get the resolution you want.

Re: I am being wrongly charged for an engineering visit.

JoaoB — Thu, 28 Mar 2024 15:31:13 GMT

Thank you for you message, my account will be credited £75.

Re: I am being wrongly charged for an engineering visit.

Arne-TalkTalk — Fri, 29 Mar 2024 10:01:29 GMT

Thanks for the update.