topic Re: Requesting information on a credit note . in Billing

Requesting information on a credit note .

jonpsmith — Wed, 05 Feb 2025 13:40:35 GMT

Hi,

I recently had an outage on my broadband service which lasted over 30 days (see https://community.talktalk.co.uk/t5/Full-Fibre/No-internet-connection-for-29-days-and-counting/m-p/3077883#M33127)

The issue has been resolved and a compensation amount was agreed.

My account balance is not yet reflecting this payment, but in my latest bill, there is mention of the compensation in the "Adjustments made" section.

What I can see is the compensation payment made under "Credit Note | Poor Quality of Service", this is a negative amount as I was told to expect.

There is then another line item called "Adjustment" which is the same amount as the compensation payment, but as a non-negative amount, so the total for the "Adjustments made" is £0.00.

On the face of it, this looks like I am not being paid any compensation, can you please confirm if this is the case or not?

Thanks.

Re: Requesting information on a credit note .

Divsec — Thu, 06 Feb 2025 08:59:17 GMT

Hi @jonpsmith your post has been escalated and you should hear soon.

Re: Requesting information on a credit note .

Arne-TalkTalk — Thu, 06 Feb 2025 13:35:04 GMT

Hi jonpsmith

This has been escalated to the agents manager.

Regards

Re: Requesting information on a credit note .

jonpsmith — Tue, 11 Feb 2025 19:03:14 GMT

Hi Arne,

I haven't heard anything back and my account has still not been credited with the compensation I am due.

how can I get this resolved please?

Thanks, Jon.

Re: Requesting information on a credit note .

jonpsmith — Thu, 13 Feb 2025 10:35:53 GMT

Hi,

Can anyone help in getting someone to contact me on the subject please?

Thanks, Jon.

Re: Requesting information on a credit note .

Arne-TalkTalk — Fri, 14 Feb 2025 14:15:47 GMT

Ive have raised it again, Sorry that you haven't been contacted.

Re: Requesting information on a credit note .

jonpsmith — Mon, 17 Feb 2025 12:50:28 GMT

Hi Arne,

Thanks for escalating again.

How long should I wait for them to contact me before raising this again?

Thanks, Jon.

Re: Requesting information on a credit note .

Arne-TalkTalk — Mon, 17 Feb 2025 13:27:40 GMT

The team will pick it up ASAP, I don't have a timescale Sorry.