Awaiting payment of money owed to me

[Fedup100000]

So Talk owe me money it is showing on my Bill they agreed to send it weeks ago back to me nothing happened I called again and told it would definitely be sent it didn't come. I use online chat and told it wasn't owing. Tried to email a further complaint and the automated email goes back to calling or online!

Next step is the ombudsman I feel why are they dragging their feet if I owed them money no doubt they would be hounding me 

[Fedup100000]

I called again last night and was told that the person I spoke to would send over something to the people who make payments and they would be able to give me more details. As yet nothing 😕. I have asked for the account details and was told they could not tell me!

[ferguson]

I cannot speak for why TalkTalk seem to be so poor at communicating with you about this. I would have though that an exchange of details regarding the account/sort code to which the refund was purportedly sent and you confirming or otherwise that these are correct would be a start. Beyond that, you do have the lime limit I mentioned earlier on your side if all else fails. 

[Fedup100000]

Cooperation that is a joke I have tried and tried to be patient.

I have waited for the promised email today and yet again nothing.

What is one supposed to do when the promise of an email from the team doesn't happen 😡 

[ferguson]

Honestly I doubt if anyone is lying here. An amount of money has gone astray and both sides need to co-operate in order to resolve the issue. That's my take on it, anyway.

[Fedup100000]

Not sure when they will take complaint for as been going on since September with to and fro . One lie after another about what has or has not happened. Not about the money about the principle of getting away with lies and poor customer service 

[ferguson]

If you do not get an agreed outcome and do not receive a deadlock letter you can refer the matter to Cisas directly regardless once 90 days have elapsed from when you first registered your complaint. 

[Fedup100000]

Will see if I get a reply to then be able to get the deadlock letter, hold out little hope as soon many promises of help have not happened. I did say I had taken a screenshot shot of the chat saying she would call so at least I have some proof as the phone calls just resulted in nothing.

[fr8ys]

As I explained in in your duplicate post I removed, as you have an open complaint staff here cannot help.

It is a protocol issue so that different areas of the company to not say anything that goes against the CEO managers handling your case.

Out of interest though, did you confirm with the Shell migration team that your account details are correct? If so then, unless you have instructed your bank otherwise, i.e not to pay any more money to TalkTalk then the payment should have gone through. If you've instructed your bank otherwise, then they may have misunderstood your instructions on payments and may be rejecting the credit. It might be worth checking with them.

To go to the ombudsman you will require a deadlock letter from TalkTalk, so when next in contact with the CEO manager, request one.

[ferguson]

If you have an active complaint then the support team here cannot get involved any further. Not that they can do much for former Shell customers anyway I'm afraid. 

[ferguson]

If you have an active complaint then the support team here cannot get involved any further. Not that they can do much for former Shell customers anyway I'm afraid. 

[Fedup100000]

Why do you say noone can help as I have an active complaint I just don't get why no one helps in here all talk and no action 

[Fedup100000]

So I made contact with the team as suggested and nothing done so what else can we do but go to the ombudsman as online here says a BACs payment sent helpline says a cheque and I have had nothing one side of the business has no idea about the other 

[Fedup100000]

So surprise surprise I call the number you said at 615pm and was cut off at 7pm as call handler maintained that a cheque was sent when you all said a BACS was sent so some one is not telling the truth.

Ombudsman is now the only option for such inconsistent information from this site and South Africa call centre 

[Arne-TalkTalk]

The Shell team will need to verify the bank details that we hold. For security please do this over the phone on the number previously given. 

[Fedup100000]

As far as they are concerned is a very interesting comment I suspect they have not sent it at all. If they had it would be there! I will check where they sent it 😁

[ferguson]

Because as far as TalkTalk are concerned they have already made a BACS payment. So if your bank says they have not received that then it will require further investigation. 

[Fedup100000]

Sadly I fear this is back to square one but let's see 😁 

Why a cheque can not be issued I fail to see 

[Gliwmaeden2]

03451 720088 and ask for the Shell Migration team, @Fedup100000

They'll terminate any calls at 7pm weekdays. Open from 9am. Open till 6pm Saturday and not on Sundays for most things.

[Fedup100000]

Are you able to give a little clue with the number as I spoke to the migration team in September and have had nothing from them only able to speak to someone in South Africa.

Is there a specific number as I very much suspect this is back in the loop I started before.

But please share a number and I will give it one more try before I go to the ombudsman 

PS any reason why I can never login without having to change me password it keeps saying my email is not valid which it is . Then I do a reset which it then allows?

[Arne-TalkTalk]

HI Fedup100000 

Your latest bill shows a BACS refund, if this is not showing in your Bank.  I would have to advise you to call the Shell Migration team to track this, they will need to take some information off you. 

Regards

[Gliwmaeden2]

Only on here.

Anything else is a notification, not for email correspondence, @Fedup100000.