Engineer charges applied, support agreed it was incorrect, still charged and not refunded

[trimonmedia]

I had a bill issued on 11th September 2025, where I was charged incorrectly for an engineer visit - after the engineer confirmed that it was not my fault and it was either an issue with TalkTalk's infrastructure or with their router.

Spoke to TalkTalk support and explained this, and the said that it was an "Error on their part and would be refunded". I've just checked, and I have STILL not received a refund for this amount.

I'm honestly in disbelief at the audacity to both:

• Issue a charge incorrectly, which from reading this forum, is an INCREDIBLY common issue - seems like a class action lawsuit waiting to happen.
• Agree to refund the incorrect charge, and then not do it.

Need this resolving urgently, you've had 3 months to put this right and still have not done it.

[Philile-TT]

@trimonmedia please refer to your private message. 

[trimonmedia]

Have just spent 1h15m waiting on live chat for a manager to join the chat, while being repeatedly logged out by the website. Absolutely unacceptable. As this issue has now exceeded 3 months without a resolution, I will be making a complaint to CISAS. 

[nambuso-TT]

Hi there @trimonmedia I sincerely apologize for the delay. I can confirm that the issue is still under escalation, and we will keep you updated as soon as we have any feedback on this. Thanks

[trimonmedia]

Hi Phili, thanks for looking into this. Have you received an update to resolve this ASAP?

[Philile-TT]

@trimonmedia I have looked into the account and can confirm that the conversation about the engineer did happen in September. Please accept my sincere apologies for the inconvenience, since the account is now migrated to Utility Warehouse, I have escalated this issue, and I will get back to you as soon as I get feedback, please allow end of business hours. Thanks. 

[Philile-TT]

@trimonmedia I will look into this for you. @ferguson Thank you for your support. 

[ferguson]

Who was the engineer from: TalkTalk, or Openreach? 

[trimonmedia]

It didn't recieve any credit, my bank has been charged for every subsequent payment. Further, after the switch to Utility Warehouse, my payments will be going to them, so it will have to be a refund, not account credit - they missed their chance for that.

Just spoke with Live Chat, who confirmed that there was a previous conversation with the technical team on 12th September (when I raised the issue about the fraudulent payment) but that they didn't have the permissions to view it as they're not a technical team member. Will contact them tomorrow morning when they open at 9am, as advised via live chat.

[ferguson]

Have you checked whether the charge appeared in your transaction history as a credit? It wouldn't be paid back to you directly.  

Subject to that, if you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday.