Auto compensation delay

[CorleoneUK]

Hello,

I'm still waiting for a installation delay compensation from TalkTalk.

Matthew from the complaints team has confirmed to me on 6-Mar-2024 via Chat the following:

"I have check and can confirm you are due prov delay auto comp from 21/12/23 - 06/03/24 at a rate of £5.83 per day. As soon as your full account has generated this will be raised and should be with you within the 30-day SLA"

This works out to £448.91 yet, my first bill has generated and auto debited from my bank account, yet no credit.

I spoke with Laura who confirmed that since I was told, compensation is due to me and after checking with the various teams within asked me to email concens@talktalkplc.com

Got an email from Piscilla Motaung on 4-Apr-24 saying a complaint case CMP-645733 has been opened and a manager will contact me within 3 working days.

I got a text message from TalkTalk saying I'll be called on 9-Apr-24 - guess what noone called.

Then I got a text message from TalkTalk saying I'll be called on 10-Apr-24 - guess what noone called again & I'm still waiting for that call.

Now, it's all silent.

Somebody please help!

[Arne-TalkTalk]

Basically we have made an offer, you have refused it, so you need to take your case to CISAS who will arbitrate, the contact number/email  will be on the letter. 

[CorleoneUK]

I'm not sure what you mean. I have received a letter a couple of days back but, I'm also getting text messages saying my complaint has been escalated to an Executive Compaint Manager and they'll be in touch within 2 working days.

Can you please help me understand this? What am I supposed to do now?

[Arne-TalkTalk]

Your complaint is now being deadlocked as the offers have been refused.  When you receive the letter the instructions on how to take your issue to CISAS. 

[CorleoneUK]

Talk Talk is still dragging its feet with this one. They were so confident about the auto-compensation before the installation - giving it to me in writing. Now there are flip flops. They go silent and when I shoot an email reply back saying they have scheduled a call and then don't call.

Own up, do the right thing. You know you owe me. Just pay it without any fuss, please. I've shown more than enough patience with you.

[CorleoneUK]

Louise called on the 1st May and offerred a paltry sum instead of the full amount due giving the excuse that I'm not eligible for auto compensation. However, I made it clear that have it in writing that I am eligible for it from Matthew from Complaints and that I expect to be compensated the full amount.

She has now said she will escalate it to the CEO level and it will take 10 working days.

I don't like how this is being handled despite having a confirmation of my eligibility and the amount due.😠

[Arne-TalkTalk]

Thanks for the update

[CorleoneUK]

Finally, Imran called me yesterday - not with a resolution but, telling me that everything is with his manager for review & approval.

He has scheduled a call next week on the 1st of May for another call.

I'm not sure why so much delay but, I guess I can only wait.

[Arne-TalkTalk]

Keep us updated.

[CorleoneUK]

Yes, I've a text message now, thanks!

Let's see if someone actually calls this time.

[Arne-TalkTalk]

Did you receive an SMS about another callback for the 19th?

[CorleoneUK]

Hi Arne,

Thanks but, I didn't get any call from TalkTalk today. 😥

[Arne-TalkTalk]

There is a call scheduled for today after 14:00 

[CorleoneUK]

Hi Arne,

Can you atleast have someone call me as promised?

[Arne-TalkTalk]

HI CorleoneUK

As this is in the hands of the complaints team we cannot interfere with the investigation. 

Please keep us updated.