£104 bill!!!!!

[MrsKP]

Here we are again!! In July had issues with you refusing to send an engineer eer to sort my interent when I had been left without for over 36 hours!!! I wake this morning to find you have taken £104 from my bank account charging me for an engineer visit that NEVER happened because 1) I never recieved any calls or texts to say they were coning 2) I was on holiday and 3) I have email proof to show that that visit was  cancelled and the engineer came out on the 25th July and there was no charge as the fault was YOURS!!! I want this rectified ASAP and the money refunded to me!! I will NOT be phoning your call centre as it is horrendous and unhelpful!!! This needs to rectified TODAY!!!!

[Arne-TalkTalk]

Hi MrsKP

I can see that a credit has been raised against your account, You can request a refund Via My Account. 

Kind Regards

[MrsKP]

I am aware of that thank you. However this was all dealt with in July and I had no engineer booked for the 29th July, I was also assured that I would recieve no charge as a gesture of "good will" because of the time they left me without internet. As stated I have all of this in black and white.

[Gliwmaeden2]

Sometimes the charge seems to crop up when the engineer determines that it's simply the router needs swapping out, rather than a fault on the line, @MrsKP.

That's why normally customers are asked whether they have tried with another router FIRST to avoid it happening. 

Your thread on the matter is here, for reference:

https://community.talktalk.co.uk/t5/Broadband/No-internet-for-36-hours/td-p/3053107/page/2

I'll make sure this is in the queue for attention from staff.