Compensation problem.

[JonnyBB123]

I can’t get any help on the phone to customer service, what has happened is that I ordered fibre broadband last September, I had to cancel a few days ago after months of false installation dates and messages telling lies! I was patient but eventually lost hope! Anyway I have been awarded compensation for my troubles (a pathetic amount by the way) and cannot withdraw the funds to my bank account as there was never a first bill generated as the service never got installed 😡 I have had 6 months of torture, being hung up on by customer services during extra long phone calls and false installation dates/engineer appointments . I want this withdrawn before I take the case to Ofcom and Watchdog (I have all the e-mails/screenshots ect) never in my life have I been treated this way by a company! I really can’t believe how I am being treated, I have never been so frustrated with a company in my life! Being awarded compensation and then going through the torture of these long phone calls again to withdraw it is just not right! I want to speak to somebody in management to discuss this matter, TalkTalk has already wasted enough of my time over the last 6 months! I was an exciting customer who moved address by the way and only wanted to transfer my services to my new address.

[Landline2]

Hi, that's dreadful but can't say I'm surprised.

After touring TT offices around the World (virtually) the only way I sorted my issues was getting the issue escalated to the CEOs team with help from the TT Reps on this forum who are actually quite good. This took daily communications until TT finally relented to solve my issues, unfortunately leaving an issue just plays into their 'process driven' hands. 

They cannot ignore your claim as timed out as they will have records of you progressing and I assume you have kept records of your complaints (screenshots or filed on here) setting it out in writing is also a good idea I found a hardcopy address for their Head Office on the internet. 

If no joy ask for records of your calls etc, you will have them logged with dates and duration if that long. If they refuse to pay compensation take them to the Ombudsman they usually roll over at this point as not good for their 'process driven' stats. I wonder if they have heard (or care) about Customer Satisfaction.

Good Luck

Landline2 

[9Genevieve]

Having the same issue!! So unhappy. 

I now give a WARNING to everyone I know not to use talk talk broadband!! I was without internet for 3 full months in May 2023. It took 12 calls (all over an hour) to get it fixed. I was then promised compensation that never arrived. I was also charged my normal contract amount for each of those months, which I should have been given back too. After complaining and asking for the compensation (which they claim to be £8.40 per day) I was asked to be patient and wait. Then when I called again 6 months later, asked to continue waiting. Then I called today, and they said it had been too long to claim compensation and there was nothing they could do! So because THEY took so long giving me my compensation, it’s now void apparently. The complaints department is a joke, and one member of staff even laughed as they said ‘I better not send you a review link or you’ll review us badly!’. I still haven’t received any money back from them and would honestly never use them again.

[Arne-TalkTalk]

Hi,  the refund has been processed. 

[Landline2]

Hi JonnyBB123

Sounds very familiar, I have just been through something similar. The Talk Talk processes are the worst I have ever encountered anywhere! I think they are designed so people just give up. The Support Team on here and the CEOs office end up clearing up the mess for those who can be bothered to pursue their issue(s). 

I have just cancelled a Talk Talk Contract I've had for more than 10 years since the Pipex days. Cancellation was made as difficult as possible by the process of course. 

Landline2  

[JonnyBB123]

Ok thanks Arne, it’s just been such a long and frustrating process with TalkTalk that has pushed me to the point of having no faith in the company, a 7 month wait for an unsuccessful installation for an existing customer moving address is just ridiculous. Hope you understand my frustrations and lack of faith in TalkTalk. Just want my compensation and I’ll be gone.

[Arne-TalkTalk]

Hi JonnyBB123 

Sorry that you are unhappy. 

Your refund was requested on Thursday 23rd and should be with you this week.  If it fails because the direct debit was cancelled we will need to manually issue a cheque.

[Gliwmaeden2]

@JonnyBB123, each further post delays the progress of your thread in the queue for attention as the automated workflow treats it as being answered. 

Staff will have multiple threads to catch up on AFTER the weekend, so you need to keep yours near the top of the pile by waiting for staff to reply to you before posting further. 

[JonnyBB123]

28th September 2022 was my installation date, I have the email, I want compensated properly or I will be taking this further.

[JonnyBB123]

Thanks for your help, it’s been such a long pointless 6 months with TalkTalk, I just want my compensation a chat with a manager and I will go away. I’m a very very disappointed customer 😣 I’ve had such an awful experience with this company.

[Gliwmaeden2]

@JonnyBB123, staff are not on here at weekends but respond Monday to Friday. 

For them to identify your account, please add your Talktalk landline number / account number to your community forum profile details. Go via your avatar/name; settings; Personal Information.  SAVE CHANGES. 

If there is no Direct Debit in place, it's possible for Talktalk to arrange to send you a cheque.