topic Re: 3x 1 hour on Live Chat and Billing Refund still not resolved in Billing

3x 1 hour on Live Chat and Billing Refund still not resolved

PaulS23 — Fri, 04 Apr 2025 11:44:56 GMT

I am messaging on behalf of my 80+ yr old mother who was wrongly charged £90 for an Engineer Visit, we have spent over three hours on live chat and have been told on more than one occassion the money will be refunded - which it hasn't!

Is it possible to talk to someone who can actually rectify the issue and refund the money to my mum please?

Re: 3x 1 hour on Live Chat and Billing Refund still not resolved

Gliwmaeden2 — Fri, 04 Apr 2025 11:53:14 GMT

Please complete your community forum profile details for Talktalk staff to identify your account: go via your avatar; settings. Personal Information is for your account number or phone number.

Further down, in Private Notes, add the account holder's name, address, landline number, fallback number and account number for your mother, @PaulS23.

Be sure to then scroll down further to find the button to SAVE CHANGES.

Staff should be able to see your mother's details clearly in Private Notes. None of the Personal Information area is visible to any other people, just you and Talktalk staff.

They will respond shortly in the thread.

If the money is refunded it will show up as a transaction in her My Account - it's not sent directly to her bank. Check in the details of her account for a credit transaction.

The previous bill cannot be updated. Any credit will show on the next month's bill details and can be put towards the payment or claimed back to her bank using the same banking details.

Re: 3x 1 hour on Live Chat and Billing Refund still not resolved

Arne-TalkTalk — Fri, 04 Apr 2025 12:04:47 GMT

Hi @PaulS23

Can you add the account number to to your community profile and I can look into this.

Thank you

Re: 3x 1 hour on Live Chat and Billing Refund still not resolved

PaulS23 — Fri, 04 Apr 2025 12:21:01 GMT

Thank you for quick response, profile is updated

Re: 3x 1 hour on Live Chat and Billing Refund still not resolved

Arne-TalkTalk — Fri, 04 Apr 2025 12:30:56 GMT

HI @PaulS23

Thank you

A credit has been raised, so a refund can be requested via My Account.

Regards