£78 credit not applied to my account balace

[vynuogyne]

hi, my contract 900 fibre was ending and i signed new contract 150 fibre. i had a chat with customer agent using online chat and he promised me £78 or 3 months credit. i do not remember, when credit should be applied, after several days weeks, and i waited long time and contact online chat again, loyalty agent told me i will get in after 24-48 hours, i waited more and contacted again, and i was told new date 24 or 25 march, because it is a rule to credit after several weeks when new contract begins, and credit is already applied to my account and it just will take time, i trusted and waited again and still no credit on my account. i expected a credit to pay my previous bill, but now i am hoping to be able pay my next bill using credit. i am not happy at all, i had credit before for my fibre 900 contract and was no issues, and it was quick i think. i expect i may have not 3, but 6 months free, for such experience, but also i would just be happy to receive, what i was promised. i heard talktalk community might be more helpful.

[Gliwmaeden2]

@jennaodonnell88, the details mentioned in the previous post can all be found with more details and other options in the Complaints link at the foot of any Talktalk page  - if you still need help. 

[vynuogyne]

hi jenna. i would recommend to contact using HereToHelp@talktalkplc.com email. manager will contact you by phone/email. he has applied full promised credit immediatelly.

'You can complain by email by contacting us at HereToHelp@talktalkplc.com . Depending on the nature of your complaint, we may need you to call us for us to better understand and resolve your issue.
In your email, please include the following information as it will help us investigate your complaint more effectively:
(i) your name;
(ii) the date the problem occurred;
(iii) your TalkTalk home telephone number;
(iv) the names of any customer service advisors or managers you may have dealt with;
(v) a description of your complaint; and
(vi) any one of the following:
(A) the 3rd and 6th characters of your TalkTalk account password;
(B) the answer to your personal security question;
(C) first line of address and postcode on the account; or
(D) your TalkTalk account number.'

[ferguson]

@vynuogyne 

As the 21 days has only just elapsed and we are now in the weekend I would check your account again on Monday and pursue with TalkTalk again after that if necessary.

[vynuogyne]

yes, i have pm and after pm i used online chat to talk with loyalty team once again.

'Thabile

‎27-03-2026 04:46 PM

Re: £78 credit not applied to my account balace

A form was filled for the credit to be applied to your account, and I apologize however you were mis-informed, this process takes 21 days and not 24--48 hours as this needs to be processed by the back-office team. You will need to contact the loyalty team as they will need to process this as it is over 21 days since you recontacted. '

yes, i was not familiar with process, i researched and found about complaints procedure, deadlock letter and cisas

[Gliwmaeden2]

@vynuogyne 

Did you pick up the original reply from staff on here via PM?

Unfortunately they no longer work on here so your only solution for following up is via the agents on 03451 720088  / 03451 720074 (full fibre issues) / Live Chat. 

There's no point going straight "to the ombudsman" - you need to follow the Complaints procedure detailed in the link at the foot of any Talktalk page and only take it further if you have a deadlock letter.

[vynuogyne]

last time i contacted on 27th march and they promised again my credit wil be applied after 21 days, if it won't be aplied after weekend i will contact ombudsman.

'[17:12, Mar 27] Tyrese: I do apologize for that, as this was not professional of us, please allow me a few minutes to sort this out for you.

[17:12, Mar 27] You: thank you

[17:13, Mar 27] You: i had credit for fibre 900, and was effortless

[17:13, Mar 27] You: expected same

[17:14, Mar 27] Tyrese: I do apologize for that.

[17:14, Mar 27] You: thank you

[17:17, Mar 27] Tyrese: I have reapplied for that credit for you, your next 3 months will be free.

[17:17, Mar 27] You: when i will see it on my account

[17:19, Mar 27] Tyrese: I do apologize for this but that will be the next 21 days from today.

[17:19, Mar 27] You: oh, ok'

[jennaodonnell88]

They're doing the exact same to me as well. Promised a 6 month credit. Half to be applied immediately and the other half in 21 days. About 2 hours of phone calls plus chats later they finally gave me the first half and now I'm fighting for the second which I'll most likely just take to the ombudsman. Their customer service is unlike anything Ive ever experienced before. So frustrated I recontracted with them. Roll on another 23 months until I can get away!

[Thabile-TT]

i have sent you a private message detailing what has happened 

[Thabile-TT]

Hi there@vynuogyne thanks for getting in touch with us. I will need to look at your account to assist you with please give me a few moments.