topic Re: Compensation not paid in Billing

Compensation not paid

Barney39 — Thu, 27 Nov 2025 00:45:45 GMT

Hi,

I had an email 9 days ago, stating my compensation for total loss of service has been credited to my account and will show within 48 hours.

It still isn't on there 9 days later. I was wondering if someone could look into this for me?

Thanks

Re: Compensation not paid

amahle-TT — Thu, 27 Nov 2025 06:58:21 GMT

Hi there @Barney39, thank you for reaching out. We will look into this for you.

Re: Compensation not paid

Barney39 — Thu, 27 Nov 2025 13:37:58 GMT

Thank you very much

Re: Compensation not paid

Barney39 — Mon, 01 Dec 2025 21:09:12 GMT

Hi, Just wondering if this has been looked into yet?

Re: Compensation not paid

Gliwmaeden2 — Mon, 01 Dec 2025 21:24:01 GMT

@Barney39, have you been checking in your Talktalk My Account?

It's not paid directly to your bank account.

Re: Compensation not paid

Barney39 — Tue, 02 Dec 2025 00:32:11 GMT

Hi, yes I've been checking it everyday. The email they sent said it has been applied to my talktalk account, and would show within 48 hours. Then I could request a refund to my bank account.

Re: Compensation not paid

amahle-TT — Tue, 02 Dec 2025 07:34:05 GMT

Hi there @Barney39, thank you for confirming kindly refer to this link to know more about our compensation process About your auto compensation credit

Also please confirm if you are referring to the case that was resolved on the 17th of November.

Re: Compensation not paid

Barney39 — Fri, 05 Dec 2025 22:09:31 GMT

Yes I am referring to that date. I had an email from talktalk confirming the amount of compensation that would be paid, and stated it would appear on my talktalk account within 48 hours.

Re: Compensation not paid

Gliwmaeden2 — Fri, 05 Dec 2025 22:59:16 GMT

@Barney39, if it was automatic compensation (rather than something discretionary) it's odd that they said it would show up so soon - it's usually up to 30 days after an issue was resolved.

It can also depend on whether it was Openreach or a Cityfibre line.

Usually it can't be chased up until 30 days have elapsed. Staff will be back on here after the weekend to follow up.

Re: Compensation not paid

siphosethu-TT — Mon, 08 Dec 2025 07:06:47 GMT

Hi there @Barney39, please note it can be the case as the case was closed in November. Please get back to us should there be something you don't understand. Thanks