topic Re: please help me escalate/resolve a complaint in Billing

please help me escalate/resolve a complaint

ypwlng — Thu, 27 Feb 2025 21:29:50 GMT

Hi - there have been a number of issues that I have raised in a complaint that need to be resolved. However I seem to be getting nowhere.

The typical answer on email is "I have forwarded your correspondence to the Manager who is looking after your complaint. The quickest way to receive updates about this issue is to call us on 0345 1720 088, quoting your complaint reference number. Alternatively, a Manager will try to contact you by phone within 3 working days."

However that 0345 number does not allow me to get through to a complaints resolution. It seems to want to pass me to troubleshooting.

The chat method (WhatsApp) this morning they said someone would call me. They have not called.

I tried the chat again - the person thought it was all technical issues. No it is not!

I need someone who can read my complaint properly and address all the points. I know this community forum cannot resolve formal complaints so there is no point for me to put the information here. But I will give one of the points as an example - it looks like I am still being billed for my old g.fast even though it has been disconnected and I am now on Full Fibre. The talktalk person I contacted about that did not dare to stop the g.fast because they feared it would stop everything (i.e. my Full Fibre).

However it looks like yourselves seem to have a way to escalate to TalkTalk. Please can you do that. Please can someone senior read through my complaint and get things resolved for me.

Thank you

Re: please help me escalate/resolve a complaint

Gliwmaeden2 — Thu, 27 Feb 2025 22:02:16 GMT

They can take quite a while to update My Account to reflect the change to Full Fibre, @ypwlng.

Staff on here won't have sight of your complaint. Look out for their response during the day.

Re: please help me escalate/resolve a complaint

ypwlng — Fri, 28 Feb 2025 22:24:10 GMT

I have still not had a response from TalkTalk. My account shows I have both services (copper + FTTP). So for my upgrade from g.fast to FTTP, it now looks like I shall be paying for both services concurrently, until this is resolved, and then hope that once this is resolved they will refund me whatever I have paid for a disconnected g.fast/phone service.

Re: please help me escalate/resolve a complaint

Gliwmaeden2 — Fri, 28 Feb 2025 22:39:09 GMT

@ypwlng, as this is about your billing, primarily, I'll move the topic to the billing section for you.

There won't be a response from staff before Monday at the earliest.

Re: please help me escalate/resolve a complaint

ypwlng — Mon, 03 Mar 2025 22:06:18 GMT

It feels to me that the complaints department is non-existent, and the model of response is to ignore the complaint and make the customer spend hours on the live chat to try to resolve each issue one at the time. I am very frustrated and unhappy.

Re: please help me escalate/resolve a complaint

Gliwmaeden2 — Mon, 03 Mar 2025 23:12:20 GMT

Please wait for a staff response - each post delays the progress of your topic in the queue for attention, @ypwlng.

Staff are not on here every day, and it takes a while to catch up from ongoing issues, let alone start on new ones.

However, staff will not be able to intervene in any issues that you have raised specifically with the Complaints department.

Re: please help me escalate/resolve a complaint

Arne-TalkTalk — Tue, 04 Mar 2025 13:40:31 GMT

As you have an open complaint we cant interfere on the community.

Re: please help me escalate/resolve a complaint

ypwlng — Tue, 04 Mar 2025 21:28:10 GMT

@Arne-TalkTalk how do I escalate a complaint? I am not getting any response.

Re: please help me escalate/resolve a complaint

landlord — Tue, 25 Mar 2025 15:31:19 GMT

I agree with you - they only seem to be accessible when they think you owe them money and they will hound you on a daily basis. When you point out this isn't true they just ghost you, but the bills keep piling up. Utterly useless.

Re: please help me escalate/resolve a complaint

ypwlng — Tue, 25 Mar 2025 22:57:42 GMT

@landlord my complaint has eventually been resolved. I wrote (in paper), I emailed the same, I broke down my complaint to multiple smaller portions, bit by bit the issues were resolved. The final bit - it seems like they could not resolve without speaking to me in order to get my consent to stop (remove) my old copper service. It didn't make sense given that the whole idea was that I have upgraded from copper to FTTP. But anyway - all is now as it should be.

I sincerely hope that from now onwards there will be no more issues.

If anyone in TalkTalk is here and is genuinely interested in my feedback on my observations of the different 'departments' (the phone helpline, the text helpline, this community forum, the formal complaints department, etc) feel free to discuss on this forum. If changes can be made then hopefully future customers will have a better experience.