Compensation Claim

[Miranda16]

I have been trying to claim compensation for the first month of joining Talk Talk when I had no internet connection at all. I have spoken to two members of your customer services teams regarding this and both times after eight hours of chat, I have been advised that a credit has been authorised and a credit will be in my account within 30 days. I am assured that I am entitled to £6.00 a day for each  day that I had no internet connection. I have not received any compensation to date, although I was charged immediately for my first months service even though I had no service. Presumably all of my calls/conversations have been logged at your end although each time I try to pursue my compensation, I have to go through the whole process again. Please can you contact me urgently to process the compensation claim I am due. 

[angelique-TT]

Hi there @Miranda16 . I sent you a private message regarding the issue. Please check your private messages so that we can continue. 

[Gliwmaeden2]

@Miranda16, was it Openreach or Cityfibre that did your installation as the compensation may be applied differently if not Openreach?

"Only TalkTalk customers who have their service provided on the Openreach network are eligible for auto compensation for Total loss of service fault delays and repair missed appointments. If your service is provided through one of our alternative networks, such as CityFibre, Freedom Fibre  or Community Fibre, we will provide appropriate compensation to such customers on request."

That's from the "are you eligible for compensation?" section on these pages:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

I'll re-escalate this thread for staff to pick it up again, but you won't get a reply until after the weekend. 

[Miranda16]

Hello Angelique. I’ve not received a response from you since you said you were looking into my compensation claim on 30 May. This claim has been ongoing since January but I am still waiting for compensation? I have been promised compensation of £6.00 per day that I was without any internet connection. Interestingly you didn’t forget to bill me for the month I had no service, you only seem to have a problem paying me compensation.

I am going to obtain legal advice now, as reading through other similar chats on this forum, Talk Talk, definitely seem to have no intention of paying. I am very  disappointed at the terrible service. 

[angelique-TT]

Thank you for the support @Gliwmaeden2 . I have reviewed the account and I will continue with the customer privately, thanks. 

[Gliwmaeden2]

@Miranda16, check in My Account  - it should show in there when sorted. Credits / refunds are not sent directly to your bank account. 

You can then put the money in My Account towards future bills or claim the money to send to your bank using the same details as set up for Direct Debit. 

[angelique-TT]

Good morning Miranda16. We're sorry to hear this. I will look into this for you.