topic Re: £75 charge due to no fault found in Billing

£75 charge due to no fault found

Mr_chic — Sat, 28 Dec 2024 12:44:30 GMT

Hello,
Some advice needed regarding a recent £75 charge after an Engineers visit to my Parents house after Talk Talk support determined a fault on the line after i reported crackling, and issues hearing the other caller.
I understand the £75 charge if no fault is found, but the Tech support agent said it's unlikely we would be charged.
I couldn't be there when the Engineer arrived but asked for him/her to liaise with me as i have vulnerable parents. Engineer called and i gave him some info on what was happening and that i had tried new RJ11 Cables/Filters/removed faceplate etc.
He called me back, and said no fault was found and likely BT had done some repairs outside of the property. I said that's great and thanks.
When i queried the charge with billing team, i was told the charge was justified (Agent going on what was reported in the case outcome i guess), even though i explained the above and it was Talk Talk that determined the fault.
I was using the Chat service, and didn't want to spend too long going back and forth.
Should i pursue this charge?
It's not really about the money.
Thanks

Re: £75 charge due to no fault found

Divsec — Sat, 28 Dec 2024 12:50:17 GMT

Hi @Mr_chic it would help if the support team here were able to identify who is the account holder.

Could you include the detail, privately in the private notes section of your profile?

Obviously not here in the open!

Re: £75 charge due to no fault found

Mr_chic — Sat, 28 Dec 2024 13:17:23 GMT

Thanks,

I looked at that section you mentioned and have some notes in there already (phone number)

I am currently trying to add the account number as that's under a different profile (parents), and the page is stuck on loading with spinning circle and was like that yesterday too. (service.talktalk.co.uk)

Re: £75 charge due to no fault found

Divsec — Sat, 28 Dec 2024 13:59:15 GMT

Hi @Mr_chic thanks for coming back. With it being weekend the staff won't be in till Monday so I'd leave it be and wait till they get in touch with you then.

No point in stressing out if you don't have to.

Re: £75 charge due to no fault found

Arne-TalkTalk — Mon, 30 Dec 2024 08:49:33 GMT

Hi @Mr_chic

Thanks for updating your profile.

I can see that a credit has been added to the account.

A refund can be requested via My Account.

Regards

Re: £75 charge due to no fault found

Mr_chic — Mon, 30 Dec 2024 13:22:42 GMT

Thanks for the quick resolution.

Re: £75 charge due to no fault found

Arne-TalkTalk — Mon, 30 Dec 2024 13:27:32 GMT

Happy to help.