£110 voucher not received yet.

[Twoflower]

Hi. Renewed my contract after speaking with someone at customer retention as the monthly cost was reasonable and I was also offered a £110 voucher (it was back in Feb so unsure which voucher it was, just remember the amount).  Not sure how long it should take but it's been approx. 3 months so wanted to check when it will be emailed. Thanks.

[Michelle-TalkTalk]

Good morning,

I'm really glad to hear this and thanks for keeping us updated 🙂

Thanks

Michelle

[ferguson]

So glad you got there in the end!  🙂

[Twoflower]

To Arne from the TalkTalk Support Team, a huge thank you for your perseverance and patience in helping me get the voucher I was promised some time ago. Everything is now processed and I have an extra £20 on top of what I was expecting so I couldn't be happier. 

Arne, thank you so much. It means so much.

A big thank you to ferguson and Gliwmaeden2 for helping me out at the start and putting me in touch with Arne.

Big thanks to all involved.

Sincerely,

Jason.

[Arne-TalkTalk]

Ive just sent you a PM

[Twoflower]

Thanks again. I have replied to your PM. Please let me know if I got something wrong or you need anything else. 

[Arne-TalkTalk]

Hi @Twoflower 

Once again really sorry the process is being reviewed as its clearly failed in this case. 

We have a work around which we can now revert too. 

I have sent you a PM on the community. 

[Twoflower]

One month on from the last 'raised' and of course there's not a peep from anyone. I wouldn't mind betting when I try to leave next time TalkTalk has the cheek to offer me another voucher to stay. This is utterly unfair. I have no-one I can complain to at TalkTalk. I'm having to go through this forum with people trying to help (I think) but being ineffectual for reasons I will probably never find out.

Is this just a flat out scam? I look on the forums and it seems I am in no way alone in this. How is this allowed to continue? Bald faced lies to keep customers. It's appalling behaviour.

I want someone to explain to me why this is happening and have some decent resolution. Not on TalkTalk.

[Arne-TalkTalk]

Really sorry , I have raised this again. 

[Gliwmaeden2]

Re-escalating this for you again, @Twoflower. Yes, it's taking a ridiculous amount of time.

[Twoflower]

Hi Arne. Another 3 weeks and still no sign of anything. Does it usually take this long and this many escalations before TalkTalk honour their promises? Thanks for all of your help. I know everyone here is trying to help but it's getting a bit frustrating. Do I have any other avenues to pursue this?

[Arne-TalkTalk]

I have re-escalated this for you, Sorry its taking so long. 

[Twoflower]

Almost a month. Still nothing.

[Twoflower]

Thank you for the update.

[Arne-TalkTalk]

Hi  Twoflower

Sorry for the delay.

I have sent this to have the voucher issued ASAP. 

Regards.

[ferguson]

Yes, I spotted that from your first post. This has been flagged directly with the support team via another channel also, so I do hope they respond and resolve it for you soon. 

[Twoflower]

Ah, ok. Well just for clarity's sake, I was offered the voucher by TalkTalk themselves. I had called with the aim of cancelling any further contracts. I assume it was customer retention but there may be a different name for that department. But, definitely TalkTalk anyway. Hope that helps a little.

[ferguson]

If you apply via a third-party voucher site with an offer, they rely on tracking data to support your claim for a voucher. That shouldn't be an issue if you were offered a voucher directly by TalkTalk. As advised, this topic has been escalated a number of times, I have just done it again and hopefully a member of the support team will pick this up soon. 

[Twoflower]

I appreciate your efforts for this. Although the terminology is a little lost on me. I'm not sure what cookies saving a moment means.

Is there any way to contact TalkTalk directly regarding this issue? I'm unsure of any next steps other than asking you guys on a weekly basis to flag it over and over again. I feel very cheated by this. The offer seemed so genuine.

Big thanks to all the Community Stars who have tried to help.

[Gliwmaeden2]

@Twoflower, I've no idea why this thread has not been picked up by staff in all this time.

All CSs can do is keep flagging it for attention. 

Qualifying vouchers do materialise, but it can take a long time even when staff are on the case. If cookies didn't save the moment, it seems to be a difficult trail to follow up.

[Twoflower]

Another week and no progress. It is very questionable practice to entice users to stay with TalkTalk by offering the £110 voucher and then not make good on the offer.