topic Complaints flawed no call backs in Full Fibre

Complaints flawed no call backs

hybridmedia — Sat, 22 Apr 2023 21:34:50 GMT

Is the official policy of talk talk to just bury their head in the sands on complaints.

The complaints website says to use webchat, but no specific complaints option, so go through the process of speaking to various departments, to be told someone will call you back following week, day, nothing happens, go and do the same via telephone, exact same thing, two weeks later still nothing, chat again on webchat on hold for a while then I get disconnected while on hold.

what should I be doing to get a response? If the two interactive methods you recommend don’t work would going down to your London office work ? I can’t see it be any less productive

TalkTalk have violated their own and terms and conditions and ofcom directive with me, causing financial lose, asked me to comit criminal and dangerous damage to city fibre infrastructure. And just hide when I try and get an amicable resolution rather than go down a legal route..

Re: Complaints flawed no call backs

Debbie-TalkTalk — Mon, 24 Apr 2023 09:33:44 GMT

Hi hybridmedia

I'm so sorry to hear this.

I'm just sending you a Private Message to confirm some details so we can take a look at this for you.

Thanks

Debbie

Re: Complaints flawed no call backs

hybridmedia — Mon, 24 Apr 2023 22:03:51 GMT

Think this has been filled in now

Re: Complaints flawed no call backs

Debbie-TalkTalk — Tue, 25 Apr 2023 06:28:12 GMT

Hi hybridmedia

Thanks for confirming your details.

I can see that the complaint manager has left notes to advise that they will be contacting you today (25/04) between 14:00 and 16:00.

Thanks again.

Debbie

Re: Complaints flawed no call backs

hybridmedia — Thu, 27 Apr 2023 23:01:50 GMT

The call on the 26th you mentioned never happened however I did receive a letter saying if I wanted to cancel my subscription it would cost me £8

nothing about why talk talk wanted me to commit criminal damage on city fibre infrastructure, nothing why TalkTalk could not cancel my fibre line within their own time frame and that if ofcomand nothing about the extra costs of 100S

Why is there not an email address where I can send a fully listed complaint? Yes there is a postal address, but why should I have to spend my hard earned money to send a complaint in these modern days, especially when TalkTalk has cost me so much already

Re: Complaints flawed no call backs

Debbie-TalkTalk — Fri, 28 Apr 2023 05:42:36 GMT

Hi hybridmedia

I'm really sorry to hear this.

The complaints manager has left notes to advise that they are still investigating. They have advised that they will contact you on 29/04 between 14:00 and 16:00.

Further information on our complaints process can be found here Raising a complaint

Re: Complaints flawed no call backs

hybridmedia — Sat, 29 Apr 2023 22:09:23 GMT

I am curious what they are investigating. As have not been able to give a full concise compient yet, did speak to someone who halfway put me on hold and went awol.

No one has answered why there is not an email address If I send to. If you can accept a printed PDF posted, which may or may not arrive, why not an electronic version via email or a Web form

Doing so by post is a pain as have to find a printer, go to post office for signed for service, which is not easy to do. With hours they are open

Re: Complaints flawed no call backs

Gliwmaeden2 — Sat, 29 Apr 2023 23:16:54 GMT

@hybridmedia, there simply is not an email address to give you.

Perhaps Talktalk has good reasons. After all, the content of an email can be tampered with and edited in a way that is not possible if you send in a hard copy.

And if communicating by post in writing is acceptable, they would even accept a carefully hand written letter.

It doesn't have to be printed, even though we all tend to think it has to be nowadays.

That might be the quickest way to get this job done!

Re: Complaints flawed no call backs

Debbie-TalkTalk — Mon, 01 May 2023 07:56:13 GMT

Hi hybridmedia

Have you spoken to the complaints manager since your last post?

Re: Complaints flawed no call backs

hybridmedia — Mon, 01 May 2023 21:41:07 GMT

Yep, had a call today, to her credit she did listen .

unfortunately, she said she had to listen to the calls and transcripts.if webchat, I say unfortunately only because I was on a lot of calls and webchat and that is a lot of work.

and she confirmed there is actually a n email address to log complaints concerns@talktalkplc.com

it turns out if you use Google instead of TalkTalk website I would have found this out.

Re: Complaints flawed no call backs

Gliwmaeden2 — Mon, 01 May 2023 22:25:48 GMT

You're right, @hybridmedia, that address is out there.

I think it just responds with the usual instructions to use Chat etc.

Worth a try.

Re: Complaints flawed no call backs

hybridmedia — Wed, 10 May 2023 21:24:12 GMT

Well I give up, keep getting texts saying I will have have call between x and z, so I make sure I am an available delaying doing things, only to find they call an hour later or more likely not at all.

When they do call they have not read notes or just making things up, last call was saying I was asking or 700 pounds for talktalk asking me to cut the city fibre cables. Complete Tosh never asked for any amount of money for this, don't know what is going on in talktalk towers, but it just seems to be a farce.

Re: Complaints flawed no call backs

Gliwmaeden2 — Wed, 10 May 2023 21:41:34 GMT

😪 The last time I tried to follow the complaints route, I shut down the complaint as I kept getting promised phone calls that never happened.

Utterly exasperating, @hybridmedia. 😪

I've re-escalated this thread to staff on the forum.

Re: Complaints flawed no call backs

Debbie-TalkTalk — Thu, 11 May 2023 07:21:45 GMT

Hi hybridmedia

I'm really sorry to hear this. I will chase/escalate this for you.

When was the last call you received from the Complaints Manager?

Re: Complaints flawed no call backs

Debbie-TalkTalk — Thu, 11 May 2023 08:34:04 GMT

Hi hybridmedia

I have escalated this complaint to our CEO's Office and a Complaints Manager will be making contact today.

Thanks

Debbie

Re: Complaints flawed no call backs

hybridmedia — Mon, 15 May 2023 22:24:00 GMT

Lol last Thursday text saying would have a call today between 2 and 4. Ot course no call yet again.

That was the last time I have made self available for a call back. the hundreds of pounds you have cost by stopping me moving I will have to write off, the idea that there is a a complaint team, complaint managers and CEO team Appears a fairy tale.

if TalkTalk want to contact me about the complaint, please contact me by post (TalkTalk does not do email)I am not going to waste a minute more being available for a non existent calls.

Re: Complaints flawed no call backs

Debbie-TalkTalk — Tue, 16 May 2023 05:43:07 GMT

Hi hybridmedia

I've contacted the team again now, apologies for this.

Thanks

Debbie

Re: Complaints flawed no call backs

hybridmedia — Sun, 21 May 2023 22:38:36 GMT

Would I be right in thinking once a customer leaves, all outstanding complaints are just closed automatically? I have now left talktalk,

week before last had a text saying CEO office would get in touch, had a call out the blue at the start of last week which i could not take and whoever called left a message saying they would send an email, not seen anything since. getting the impression that just being strung along, would have more respect for TalkTalk if they just said "we simply don't give a ^%4" and save both our time.

On another issue thinking TALKTALK were likely to screw up my billing as well as my FutureFibre I wanted to delete my direct debit, so on webchat I asked I told them this, but wanted to make sure I was all paid up did not owe any more. They stated all accounts were closed and I would not receive any more bills. Roll on 4 days later I get a text saying they could not use my direct debit to take money out for a bill. could not make this up, I am presuming the billing system has screwed up, as webchat confirmed I owed nothingt and woud not get any more bills.

Re: Complaints flawed no call backs

Gliwmaeden2 — Sun, 21 May 2023 22:45:47 GMT

@hybridmedia, post that last bit about the bill in the billing section of the forum for Arne to take a look at it.

Re: Complaints flawed no call backs

Debbie-TalkTalk — Mon, 22 May 2023 05:37:52 GMT

Hi hybridmedia

Just to confirm, did you not receive an email from the Complaints Manager?