topic Re: Disputed Engineer Charge in Billing

Disputed Engineer Charge

dgsection — Mon, 02 Sep 2024 10:06:18 GMT

Can someone please look into having this charged reversed, I had 2 engineer visits last month (both of which where required to reset my Internet) and yet I have been charged for one of these visits.

I literally cannot afford it and so when you try to take it via direct-debit it will fail.

If you check my post history you will see the issues I have had going back to July which eventually got fixed but I am being charged £75 for one of the engineer visits which is totally unfair as the issue was with TT's equipment in the exchange.

Re: Disputed Engineer Charge

dgsection — Thu, 05 Sep 2024 12:38:50 GMT

I thought there was a queue system in place? I have noticed a few posts (24hrs after mine) have received replies already (Not citing any examples)

Could someone from TT please address this an a priority please?

Re: Disputed Engineer Charge

Debbie-TalkTalk — Fri, 06 Sep 2024 08:47:28 GMT

Hi dgsection

Sorry for the delay.

Can I just check, what was the engineer raised for? Was it a slow speed fault on both occasions?

Re: Disputed Engineer Charge

dgsection — Fri, 06 Sep 2024 13:33:14 GMT

Hi Debbie, Karl raised the first engineer citing a possible line fault. he attended, found no fault but did reset my Internet to it's minimum guaranteed speed.

everything was fine for 24 hrs until i received a phone call, lots of noise on the line and my Internet dropped to 14MB D & 384KB U

I came on the forum to update my thread and to explain receiving a phone call had dropped my Internet speed.

Karl then arranged the second engineer visit, this time citing a possible Internet fault, again he had to reset my Internet to get my guaranteed speed, something I nor TT can actually do, which Is why I am disputing the charge, both times they were needed to reset my Internet due to something misconfigured at TT's end, also I had 13 phone-calls on my bill which I never made to a mobile number that has ZERO google results, the only result you will find on Google is my thread in home phone where I complained about it.

(simply check my other threads)

Re: Disputed Engineer Charge

dgsection — Mon, 09 Sep 2024 15:05:42 GMT

Can someone from TT please explain how posts made 4 hours ago are getting replies yet I am still waiting for a reply since Friday?

Certain 'community stars' constantly post they are not employed by TT yet they claim all posts are addressed/replied to in chronological order, clearly that is not the case.

I set-up a payment extension to avoid the DD unpaid fee of £12.50 yet if this is not resolved by Thu then I have no choice but to accept that you will cancel my services and I will have to deal with some debt collection agency, FOOD is more important than paying TT this £75 charge.

Nice way to treat a customer of almost 10 YEARS

Re: Disputed Engineer Charge

Arne-TalkTalk — Tue, 10 Sep 2024 08:21:48 GMT

Hi dgsection

The delay is because I need to see the engineer report, should have it today.

Re: Disputed Engineer Charge

Arne-TalkTalk — Tue, 10 Sep 2024 13:34:18 GMT

Hi @dgsection

A credit has been raised against your account.

It will be shown in the transaction history in My Account.

Regards

Re: Disputed Engineer Charge

dgsection — Wed, 11 Sep 2024 07:48:52 GMT

Hey Arne,

Thank you and TT for reversing the engineer charge of £75, You have no idea how stressful this issue has been and I was convinced I would have to deal with a loss of TT service and debt collectors.

However..

I made a card payment to clear the outstanding balance on Augusts bill, I have been charged twice by TT.
I received a confirmation email for a payment of £27.41 from TT.

However..

My bank account shows 2 x payments of £27.41 have been charged to my card but my TT account shows as £0.00 balance.

Surely It should be £27.41 in credit?

The transaction history also only shows one payment.

Can you please confirm the payments have been received and my services will not be restricted after September 13th please?

How do I get that £27.41 refunded? the TT account website is atrocious, never making a card payment via the website again if it can simply charge me twice!

Just my luck it would seem 😞

Re: Disputed Engineer Charge

Arne-TalkTalk — Wed, 11 Sep 2024 11:49:22 GMT

Hi dgsection

I can see 1 payment made.

Does your account show £54.82 in total off your balance?

Re: Disputed Engineer Charge

dgsection — Wed, 11 Sep 2024 12:27:57 GMT

Hi again Arne.

My balance shows as £0.00 in my account and in my transaction list I see a single payment of £27.41 and the refunded £75 engineer charge.

Yet my bank statement and balance shows 2 payments of £27.41 being taken from my account

Surely I should now be £27.41 in credit

The email I received after making payment

Re: Disputed Engineer Charge

Arne-TalkTalk — Wed, 11 Sep 2024 13:40:22 GMT

OK I will log a missing payment.

Re: Disputed Engineer Charge

dgsection — Thu, 12 Sep 2024 08:36:36 GMT

Hey Arne - cheers, just for your records: Here is my bank showing both TT payments have been taken, my account showing zeo balance and my transaction list showing the reversed engineer charge but only a single payment being taken.

I have contacted my bank re being billed twice for that payment, they advised I contact TT and if after 14 days you have either not refunded me or credited my TT account, Then I can raise a dispute to claim one of the payments back.

Cheers again for all your help 🙂

Re: Disputed Engineer Charge

Arne-TalkTalk — Thu, 12 Sep 2024 11:55:45 GMT

I'll check the account in a few days.

Re: Disputed Engineer Charge

dgsection — Thu, 12 Sep 2024 15:22:25 GMT

Cheers once again Arne 🙂

I pop on the forum end of next week to see if there's any update.

Re: Disputed Engineer Charge

Arne-TalkTalk — Fri, 13 Sep 2024 08:21:48 GMT

@dgsection the 2nd payment is now showing, I will request a refund back.