topic Re: Engineer charge in Billing

Engineer charge

Elmeen11 — Wed, 05 Feb 2025 22:45:51 GMT

Hi. I need some advice/help. I’ve raised a query over live chat about a £75 engineer charge that’s about to leave my bank account but have heard nothing back. A week or so ago our broadband went down and I contacted live chat who did a load of checks and then said we needed an engineer. I questioned saying friends of mine locally were saying their broadband wasn’t working either but they insisted on an engineer and I was told there could be a charge if they found out we’d done something to the box (which we haven’t). Engineer came out and all is well but we’ve been charged - I’m guessing now having looked because there was no fault with our equipment (like I stressed to the live chat agent - I have screenshots!). I can’t seem to get anywhere on the phone and no one has got back to me, and I can’t seem to get anyone to help me. I don’t think I should have been charged because a) I said I didn’t think we needed an engineer and b) because the reason for the charge was not made clear (which is obvious from the chat). Can anyone give me any advice about what to do? It’s a lot of money I wasn’t expecting to pay out and I don’t know what to do at this point.

Re: Engineer charge

ferguson — Wed, 05 Feb 2025 23:14:46 GMT

@Elmeen11

I have moved this to the Billing section where the support team here can look into it for you.

Re: Engineer charge

Elmeen11 — Fri, 07 Feb 2025 08:48:47 GMT

I really hope someone does - they’ve taken the money now. I managed to speak to someone yesterday on the phone finally but they said they had no record of the enquiry I raised Sunday, and that they’d raise it again but I needed to wait 3-5 days. I didn’t even want the engineer visit but the agent insisted it was the only thing left as an option. Now I feel like I’ve been pushed into paying for someone I didn’t even want.

Re: Engineer charge

Gliwmaeden2 — Fri, 07 Feb 2025 09:21:41 GMT

If it gets refunded, it will show as a credit in My Account, @Elmeen11, as Talktalk doesn't send money directly to people's bank accounts.

It wouldn't be possible to alter the presentation of the bill, once made up, so if changes happen they show up in the details of the next bill.

Direct Debit processes are unstoppable from 3 days before the money is taken from your account, so it would be too late to affect the figures due by the time you started your topic.

I'll re-escalate this for staff attention, but do take a look at transaction details in My Account.

If it's been credited back, you can put it towards subsequent bills or claim it back to your bank using the same details as for the DD.

Re: Engineer charge

Elmeen11 — Fri, 07 Feb 2025 09:24:33 GMT

I raised it with them in advance of the three day limit for DD - that’s the enquiry number I have, where the agent said it was a “glitch” that the second agent said they have no record of.

I have checked my TalkTalk account already this morning and it’s not been credited back.

Re: Engineer charge

Elmeen11 — Tue, 11 Feb 2025 11:08:42 GMT

Is anyone at TalkTalk going to pick this up? I’ve still heard nothing from anyone. I’m three “raises” in and getting nothing back. I’m at a loss.

Re: Engineer charge

Gliwmaeden2 — Tue, 11 Feb 2025 12:27:33 GMT

I re-escalated it on Friday but will do so again. It sometimes takes several days to get a response over and above allowing for the weekend, @Elmeen11.

Re: Engineer charge

Arne-TalkTalk — Tue, 11 Feb 2025 13:25:42 GMT

Hi @Elmeen11

Sorry for the delay,

I'll pick this up today

Re: Engineer charge

Elmeen11 — Wed, 12 Feb 2025 11:00:56 GMT

I’d appreciate it.

Re: Engineer charge

Arne-TalkTalk — Fri, 14 Feb 2025 11:50:13 GMT

Hi Elmeen11

There is a credit on the account, you can request a refund via My Account.

Regards