topic Charged for engineer visit in Billing

Charged for engineer visit

DIYdad — Fri, 19 Jul 2024 13:03:54 GMT

Hi. I've just had a bill with a charge for an engineer visit. Talktalk customer service sent them without any mention of a charge. The engineers did not do any work inside my property and said they found a lose wire in the box at the top of the street that hadn't been properly secured which was causing my speeds to halve. As far as I can tell there's no valid reason to charge (even if I had been warned). Anyone know what the best way is to get this resolved please? Thanks

Re: Charged for engineer visit

Arne-TalkTalk — Tue, 30 Jul 2024 09:16:19 GMT

Hi DIYdad

I can see that a credit has been raised for the charge.

You can request a refund via My Account.

Regards.

Re: Charged for engineer visit

DIYdad — Thu, 08 Aug 2024 05:14:04 GMT

Thanks Arne. Just for others in the same situation....I was initially told the charge was valid and I should have read the T&Cs to know the appointment could be chargeable (albeit that's not ever mentioned when TalkTalk conclude they need to send an engineer). I challenged the validity of the charge and it was dropped and was told a credit was applied to my account. I checked back after 2 weeks and no credit had been applied so instead a refund was issued and I have been able to take that money out and back into my bank account. If you're in the same position (1) don't just accept the charge and (2) get a REFUND not a credit.