topic Re: Account messed up by customer services agents in Billing

Account messed up by customer services agents

Constellation — Sat, 24 Feb 2024 16:36:26 GMT

How am I able to speak to residential accounts department IN THE UK after 2 long tedious call with CS the situation was made worse. Can anyone supply me with a free telephone number please.

Re: Account messed up by customer services agents

Gondola — Sat, 24 Feb 2024 16:45:52 GMT

Looks like you need to ask for the Customer Services Billing Team. You may not get a UK agent but you can ask for your issue to be escalated to a manager and if still not resolved to the CEO office agents that are in the UK.

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Landline calls to Customer Services on 0345 172 0088 are free from a TalkTalk home 'phone but otherwise are at a standard landline call rate.

Mobile calls to Customer Services on 0203 441 5550 may be free if included in your mobile calls allowance. Text Relay Service is 18001 then 0345 172 0088.

Re: Account messed up by customer services agents

fr8ys — Sat, 24 Feb 2024 16:46:04 GMT

Calls to TalkTalk from a TalkTalk number are free.

How you get to speak to someone in the UK is tough unless you make a formal complaint, then the CEOs office staff will be a point of contact.

Staff here will be able to look into this for you next week (they work normal office hours) but everything here is done via forum posts. They cannot phone customers.

If you'd like to explain what the issue was and what has happened they will get back to you.

You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: Account messed up by customer services agents

Arne-TalkTalk — Tue, 27 Feb 2024 11:16:16 GMT

Hi Constellation

Can you give us more information as to what is wrong?

Re: Account messed up by customer services agents

Constellation — Tue, 27 Feb 2024 16:49:20 GMT

Hi Arne.

I was on Fibre 35 via FTTC.
I received an email stating Full Fibre was available so rang CS to see about transferring.
I asked for Fibre 65 but was told that it was data only & I would lose the landline.
I stated that I needed to keep the landline & was them told I would have to order Fibre 150 so I opted for
that.
I said that from the information I had seen on the website that it was not made clear that it was data only &
so was told I could have SuperSafe Boost FOC for the duration of the contract. Total cost would be £28.
So I agreed to that.
I was given a date for installation & opted for PM.
I received a confirmation email confirming a different date & an AM appointment. No good. Rang the
number on the email & was told the initial was only a guide. A different date was agreed but to be a few
days later but at least PM.
Subsequently received an email asking me to confirm I was still available, replied ‘yes’. Then another,
replied ‘yes’, the a third one. So, I rang the number to confirm availability & the guy looked up the details &
said he was a bit confused as there were 2 orders for my address, 1 for Fibre 65 & 1 for Fibre 150, so I told
him what had been said & asked him to cancel the Fibre 65.
Then I received in the post an eero 6 & a DVA with a bag to return my router. (Only supplied for 150 &
above I now know)
The installation happened with no problems & I eventually sussed out how to connect all internally, system
working, ran a speed test which registered about 70Mb/s download. Tried again after a few days thinking
the service would have settled but it was still about 70 Mb/s.
Having made further enquiries with CS I was told that the landline would still work on the copper
connection. Sure enough it did.
Everything was working OK so decided to leave it at that thinking the agent had cancelled the wrong one & I
would be on Fibre 65 at £28 pm.
First bill arrived stating Fibre 150 as the service but at £28, so expected it to change at some point.
I was quite busy at the time so it waited quite a while.
Eventually I decided to ring CS to get the detail on the bill to Fibre 65 to reflect the service I was on.
WHAT A MISTAKE.
A long & tedious call on a slightly less than perfect connection but eventually seemed to get it sorted.
But the bills continued to state Fibre 150.
One wet & miserable day I was looking all around My Account website & found the ‘Test my connection’
area Ran a test, & it came up with a fault. Rang the phone number listed, the engineer tested my
connection & stated it was perfectly OK. I then asked him if it had indicated a fault because it was expecting
to see a 150Mb connection, after hesitating he said ‘err yes that would be it’. Told him about the original mix
up & he said he would get the billing change to Fibre 65. This was end of Jan / early Feb 2023
Nothing happened.
Then May 23 I received a bill for £94.32 showing a service of Fibre 35 with SuperSafe boost at £5, also
including backdated amounts for Fibre 150 reversal to Fibre 35 from 3rd Feb.
Naturally I rang CS as soon as I could (8th May) to get this sorted. Explained it to the agent who eventually
said as it was not my fault she would get it all corrected. The resulting direct debit on 15th May was £30.04,
still £2.04 over charge. I kept stating to her that the service I had & wished to continue with was Fibre 65, all
I wanted was for the bill detail to reflect that.
Well, the call dragged on & on, but I least I was told that the cost would continue at £28, no it would actually
be less at £24.50.
I was transferred to another ‘department’ & went through it all again, eventually being told that landline on
copper was no longer supported - ??? – landline still works!
Eventually she said she would transfer me to the ‘Copper department’ – the connection went totally silent –
after nearly 10 minutes of nothing, having already been on the phone for over an hour & being thoroughly
frustrated I gave up & ended the call.
On 4/7/23 the bill detail changed to ‘Landline Service’ at £39.95 with SuperSafe Boost at £5, also Fibre 65
Data only Reversal -£19.12, & Fibre 65 Data only £19.12. ????? Total £44.95 but a DD taken of £34.50.
Next 2 bills were £34.50 with DD 34.50, then 3 bills at £44.95 with DD of £34.50, then Jan24 bill £34.50
with DD of £34.50, then Feb24 bill £32.00 with DD of £32.00. All stating ‘Landline Service’. All but 1 of these
should credit notes.
Any guess as to what the next bill & DD will be?
The contract started on 25/2/22 but the installation, due to the mess up with dates, did not take place until
early March 22.
Looking on My Account it shows my package as Fibre 65, yet I recently received an email referring to
renewing my Fibre 35 package ?????
As my contract has now passed the expiry date, my calculations tell me I have been overcharged by
approx. £78.94 all courtesy of CS agents refusing to listen to what I was telling them & acting on it correctly,
causing me to suffer 2 long, tedious & frustrating telephone calls.
You may be wondering why it has taken me so long to try to sort, well after those 2 calls I could not face
another so kept putting it off. However, I have now found sufficient enthusiasm to get this sorted in the
meantime trying to find phone numbers so that I could speak to someone in the UK.
Going forward I would like to stay with Talktalk even though there are some cheaper deals out there.
Having looked at the website I see that Fibre 65 & Fibre 150 are the same price so if this CS caused mess
can all be sorted out & me refunded the overcharge, I would prefer to go on to Fibre 150.
Hoping you can sort this for me.

Re: Account messed up by customer services agents

Constellation — Mon, 18 Mar 2024 19:25:20 GMT

Hi Arne,

On 27/2/24 you requested more info as to what was wrong.

I did reply to that post on 27/2/24, it is now 14 working days & as yet I have had no further response, not even an acknowledgement of receipt of the info.

Could you please confirm that this matter is being looked into & give me some idea as to progress.

To confirm - during the conversations with CS at no time did I request a change of service, in fact I kept stating that (at the time) I wished to remain on Full Fibre 65. At present I still have that speed but am now being charged £44.95 as if I was on fibre 35 + £5.00 for Supersafe boost instead of £28 as it should be.

Re: Account messed up by customer services agents

fr8ys — Mon, 18 Mar 2024 21:24:31 GMT

Sorry to hear this.

I have escalated to @Arne-TalkTalk in case it has fallen out of the work queue for some reason.

Re: Account messed up by customer services agents

Constellation — Mon, 18 Mar 2024 21:35:58 GMT

Thanks fr8ys, not being used to the forum I thought I had sent it to Arne, maybe my detail of the problem didn't get there.

Cheers.

Re: Account messed up by customer services agents

Arne-TalkTalk — Thu, 21 Mar 2024 13:36:39 GMT

Hi @Constellation

Sorry for the delay,

There is a lot of information to take in with this one.

The account has 2 services running your full fibre connection Fibre 65 and the landline service which shows as fibre 35, this is active only to allow the copper line to remain so you can use the landline, and it is this service that is generating the charges, and to further confuse things, is also showing out of contract, hence the email you received about renewing.

In terms of the refunds I can do that as you have been charged more than the promised £28

Sadly I cant make package changes to realign your account correctly this as to be done by a back office team and its not a quick and easy process, but I can pass the account over to the team who I think can fix this.

Alternatively if you would like to take up the offer of fibre 150 you will still need to contact the loyalty team and when they place the order this should then realign the account under a new contract.

The number to call is 03451720088.

Hope that helps.

Re: Account messed up by customer services agents

Constellation — Thu, 21 Mar 2024 14:40:05 GMT

HI Arne,

Thanks for your response & apologies for the amount of original info !

Yes would very much appreciate the refund & I will go down the change to 150 route.

Hopefully this time it will be straight forward 🤞

Re: Account messed up by customer services agents

Arne-TalkTalk — Thu, 21 Mar 2024 15:03:10 GMT

Let me know when the order is placed and I can monitor it.

Re: Account messed up by customer services agents

Arne-TalkTalk — Fri, 22 Mar 2024 08:23:44 GMT

Hi Constellation

Credits have been applied, you can request a refund via My Account.

Regards

Re: Account messed up by customer services agents

Constellation — Fri, 22 Mar 2024 13:55:19 GMT

Thanks for that Arne, refund applied for via My Account, (hope they approve it !!).

Also Fibre 150 ordered with a go live date of 25th March at £29.95 pm + 2.50 for SS boost

no additional charge for landline which will still work on copper so I am told.

At least the agent I spoke with this time was able to explain the details a lot better than the so called advisor that I spoke with 2 years ago 🙂

So 🤞 for a successful outcome this time

Cheers

Re: Account messed up by customer services agents

Arne-TalkTalk — Thu, 28 Mar 2024 10:58:19 GMT

Hi Constellation

Looks like the upgrade has gone through.

Can you confirm the speed has increased?

Re: Account messed up by customer services agents

Constellation — Thu, 28 Mar 2024 11:33:28 GMT

HI Arne,

Yes it has gone through, now got 144.1/30.5 & definite improvement in page load time.

Have just checked bank & refund has also landed today - many thanks for sorting that.

However when I log in to My Account it still shows my package as 'Fibre 35 + Mobile'. Moved mobile when the supply went to O2 !

Take it that might catch up in a few weeks time, It'll be interesting to see what detail is printed on the bill when it lands next week.

cheers

Re: Account messed up by customer services agents

Arne-TalkTalk — Thu, 28 Mar 2024 12:12:20 GMT

Thank you, If there is anything out of place when the bill arrives let me know straight away.

Re: Account messed up by customer services agents

Constellation — Tue, 09 Apr 2024 12:52:14 GMT

HI Arne,

Well it looks like the account is still in a mess.

Now got the bill dated 4th Apr with a lot on it.

Expected a charge for Fibre 150 with any amendments for the change of dates.

But..... there is the usual reference to the previous bill which includes the refund and appears to claim it back, but an overall credit of £39.95.

Then there is a charge of 'Landline service' of £43.03 + £6.00 for SuperSafe boost.

Then there is a charge for Fibre 150 of £29.95 + £3.00 for 1/2 price SuperSafe boost. Total end charge of £60.05

This appears to be echoed on My Account but on Dashboard Tel No. shows Fibre 35 + Mobile and FTTP****** also shows Fibre 35 + mobile.

If I click through via My Package & Services it does show the 2 services with Tel No. contract ending on 24 Feb 2024.

I can only assume that the Landline service has remained because of the incorrect change that CS made as a result of my second long tedious phone call to them when she seemed to refuse to listen what she was being told.

After I first ordered in Feb 22 enquiries revealed that the landline would still work on FTC/copper which it did at the charge of £28.00.

I therefore expected that the re-alignment of the account would be FTTP with the landline still on FTC/copper at the stated cost of £32.95.

Now looks like going forward I will face a monthly charge of £81.98 which I cannot afford.

I really need to have this sorted out & sincerely hope you are able to do this for me.

regards

Re: Account messed up by customer services agents

Arne-TalkTalk — Wed, 10 Apr 2024 13:30:32 GMT

I have raised the credit for the incorrect 2nd account and have escalated this to the billing team again, really sorry that is still ongoing.

Re: Account messed up by customer services agents

Constellation — Thu, 11 Apr 2024 18:14:48 GMT

Thanks for that Arne - but..........I now seem to have lost my landline.

To re-advise - with Fibre 65 it still worked on the FTC/Copper so expected it to still be live.

regards

Re: Account messed up by customer services agents

Arne-TalkTalk — Fri, 12 Apr 2024 07:19:35 GMT

We haven't done anything to the line, so it will be unaffected, I will run a line test.