topic Re: Wrongfully billed for an engineer in Billing

Wrongfully billed for an engineer

Siannn — Fri, 06 Sep 2024 06:22:57 GMT

I was billed for an engineer visit that I should'nt have been billed for, spoke to talktalk on Monday and they said it would be taken off my bill within 2-3 working days, by Wednesday it still hadn't been taken off so I contacted them again and they said because it was a full refund it could take a little longer and to wait another 2-3 working days and to message back on Friday if it was not reflected on my bill, which it has not, the bill is due to come out of my account Monday and I am very dissatisfied with the way this has been managed. I have been told multiple times that I would get compensated for slow wifi speeds and not once have I ever recieved compensation it seems talktalk can't keep to anything they say where finances are concerned

Re: Wrongfully billed for an engineer

Gliwmaeden2 — Fri, 06 Sep 2024 06:51:30 GMT

@Siannn, once it's been made up the headline amount of your bill can't be changed.

It's fixed, as though it were a paper printed bill.

Any adjustments will actually show up in NEXT month's bill.

BUT, if they have credited the amount to My Account already, that headline amount won't be taken in full by DD.

This may show as a credit in My Account.

If it's not sufficiently far ahead of the DD it will be taken in full, but still be in My Account. You can then claim it back to your bank account or put it towards future bills.

Hope that makes sense.

I'll flag this for attention.

Re: Wrongfully billed for an engineer

Siannn — Fri, 06 Sep 2024 07:00:51 GMT

on both days they said it would take 2-3 working days to correct, it's been 5 working days since the 1st message so they should have been able to apply the credit to my account, I'm on low income and cannot afford to pay this

Re: Wrongfully billed for an engineer

Debbie-TalkTalk — Fri, 06 Sep 2024 08:42:09 GMT

Hi Siannn

I'm sorry to hear this.

Please can you add your name and TalkTalk landline/account number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Wrongfully billed for an engineer

Gliwmaeden2 — Mon, 16 Sep 2024 07:34:59 GMT

@Siannn, did they remove the engineer charge from the bill?

If you still need help with this, please let us know.

It's not usual to get compensation for slow / erratic speeds, etc, so not sure who would have suggested that. Automatic compensation is for total loss of service:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: Wrongfully billed for an engineer

Arne-TalkTalk — Mon, 16 Sep 2024 10:18:06 GMT

HI @Siannn

There is a credit on your account you should be able to request a refund via My Account (there is an outage as of this post) when its back you will be able to.

Regards

Re: Wrongfully billed for an engineer

Siannn — Mon, 16 Sep 2024 10:36:38 GMT

I requested the refund through my account 7 days ago and have not recieved an update but the email said I would recieve an update within 3 days

Re: Wrongfully billed for an engineer

Arne-TalkTalk — Mon, 16 Sep 2024 10:48:28 GMT

Ill chase that up for you @Siannn

Re: Wrongfully billed for an engineer

Arne-TalkTalk — Tue, 17 Sep 2024 15:16:32 GMT

The refund should be with you in few days. Sorry for the delay.