Failed promise

[Shedload1]

I trust this is the correct place for this.

Before joining TalkTalk Full Fibre, as an enticement I was promised a £150 Gift Card to match Vodafone plus a back-up power box to maintain connection in case of power outage. My Wife is a Nurse and should always be contactable for her position.

Neither of these items materialised. I have been in contact by 'phone and live chat, who denied the existence of a back up box, even though other providers offer them.

Both promised to arrange for the gift card but here we are eight months on and we still have not received what was agreed as part of the deal.

Can somebody please fulfil the Talktalk promise ?

[Arne-TalkTalk]

Your account has a credit showing now, you can request a refund via My Account.

[Shedload1]

I know the first agent was Linda. But then went through three more agents.

The other names escape me. Though the last one was a bit unusual, like peachy ?

Thanks

[Arne-TalkTalk]

Did you get the name of the chat agent? 

[Gliwmaeden2]

@Shedload1, 

The credit should show in Transaction History in My Account. You can claim it back to your bank account or leave it there to cover future bills. 

For the back up power box, make sure that you are talking to the Future Fibre team  - try phoning if you find Chat frustrating. Make a note of when you call. 03451 720088.

[Shedload1]

NO No no !

Edit to previous update. I logged onto live chat at 10 Am.

Having being passed through various departments I was promised the cashback as credit.

Another department confirmed I had been promised the back up box and transferred me to another department.

At 12.20 I noticed that their had ben no update for a while. I had ben disconnected and the chat was gone ?

What now. How do I know if the account has been updated.

I really cannot stand another morning on live chat. 😢

I am curious as shortly before the chat disappeared the Agent asked if I was using my home broadband to contact them. 🤔

[Shedload1]

Well, I raised another complaint and the gift card has been transferred to a Credit so that is something.

I am now in negotiation for the back up box.

I appreciate the help and advice given on here but it really should not be upto a community to sort out these sort of issues.

[Shedload1]

Thank you Arne.

I just got back home, appreciate your help.

[Arne-TalkTalk]

I will chase this up for you again.  

[Gliwmaeden2]

There's a link for Complaints at the foot of every page on the forum, @Shedload1.

[Shedload1]

Hi all, back from a pleasant break and still nothing from TalkTalk.

How do I make an official complaint please ?

[Shedload1]

Thank You. There really should be a better way.  ☹️

[Gliwmaeden2]

Re-escalated for you again, @Shedload1.

[Shedload1]

Good Morning. I have still heard nothing about my promised Gift Card.

What do I need to do to escalate my problem ?

Thanks

[Shedload1]

Hi Michelle

No, I have heard nothing with regard to the Gift Card promise.

Thanks for checking in.

[Michelle-TalkTalk]

Morning,

Can I just confirm, has the voucher now been received since your last post? If not then we can re-escalate this for you.

Thanks

[Shedload1]

No. I was waiting for this issue to be resolved first. Don't want myself at cross purposes.

[Arne-TalkTalk]

Did you call the Future Fibre team for the battery back up?

[Gliwmaeden2]

I'll re-escalate this for you, @Shedload1.

[Shedload1]

Hi, any update on my issue ?

Thanks

[Shedload1]

Thanks for updating me and looking into this matter.

I hope to hear back soon.