Gift card offer not fulfilled by TalkTalk

[pinkfire]

Hello.

Posting on here because there is seemingly no other way to get support.

At the point of purchasing the full fibre TalkTalk package almost a year ago, I became eligible for £75.00 gift card. After much chasing, I did receive an electronic gift card, but it was for an incorrect amount (a lot less that £75.00). I continued chasing this up and as yet, it has not been rectified.

Broadbandchoices have confirmed that this was re-escalated to TalkTalk on 29/11/2024. Today is 25/03/2025.

My circumstances have been verified- TalkTalk just need to confirm the additional funds. It's unclear what the delay is. I look forward to a prompt explanation and resolution in the response on here.

Thanks

[Gliwmaeden2]

Good to see this resolution for you through the forum, @pinkfire.

[Arne-TalkTalk]

The credit has been applied, it should clear your current balance.

[pinkfire]

Thanks Arne. Yes, I'd be happy for the outstanding £30.00 to be credited towards my TalkTalk billing.

[Arne-TalkTalk]

Hi @pinkfire

The only option I can think of is to credit the remaining amount to your TalkTalk account to use against your next bill

Would the be acceptable?

[pinkfire]

Hi Arne

Thanks for responding. I did enquire about the complaints process and use the webchat function. I was told if I wanted to raise a complaint, I must be available to take a phone call any time within a 48 hour period. Due to my work, I cannot be available for this so the complaints process is unsuitable for me.

TalkTalk have confirmed they have all the evidence required and I am indeed entitled to the full amount for the voucher, but somewhere in TalkTalk's processes there is a failure meaning that errors do not get resolved. This has been chased for months and there is still no end in sight.

Is there anything else you recommend?

[Arne-TalkTalk]

Hi @pinkfire 

Im sorry that this is still ongoing 

My only suggestion is to follow the complaints process to resolve this.

Sorry.

[Gliwmaeden2]

No I am not staff, @pinkfire -  Community Stars are clearly indicated beside their name on the forum.

It means we can highlight issues or escalate posts for staff attention but we have no access to your account details etc.

You sound a bit sceptical of our support!

You can read more about Community Star status in the Navigate the Community area of the forum.

It's a good idea to take a look so that you understand how the forum works:

 

 

 

 

[pinkfire]

Hi Gliwmaeden2, thanks for your response. This issue was initially raised with TalkTalk months ago, I'm just following up on their public forum because it seems to be their preferred method of communication. It was definitely re-escalated in November 2024 and they have failed to contact me or resolve the issue.

The forum indicates you are a fellow customer- out of interest are you also employed by TalkTalk? I don't see any option to escalate this as a customer.

[Gliwmaeden2]

When you started the thread on here, it was the first that forum staff would have heard about it, and it can take many weeks to get a resolution. 

I re-escalated your thread on 8th April and will do the same today,  15th.

[pinkfire]

I've still not heard anything.

Does anyone know how long TalkTalk usually take to rectify errors they make? All evidence was provided last year, the issue was escalated then re-escalated six months ago. 

[pinkfire]

Hello, thanks for signposting me to the complaint process. While using the webchat function, TalkTalk told me there is no email option and the only way to raise a complaint is to be available for a phone call anytime within 48 hours of requesting the callback. Due to the nature of my full time job, that's unsuitable for me so this forum is my only option for now. 

[Gliwmaeden2]

@pinkfire, you'd need to follow the Complaints procedure, which is explained in a link at the bottom of any Talktalk page. 

Once you launch that process, it's not possible for forum staff to duplicate their work.

Let us know if you want to follow up on here or not.

[pinkfire]

Hello

As expected, I've heard nothing. The company who have been contacting TalkTalk on my behalf for months have not been contacted either. 

Please confirm steps for the complaint and escalation process so I can proceed.

[Arne-TalkTalk]

Sorry for upsetting you.  

I cant see how much you were sent and you didn't say, hence my question.   

I have passed your details to the voucher team to get the remainder issues ASAP.

Regards

[pinkfire]

Hi Arne, only £45.00 was received in November 2024. Nothing since.  I immediately raised the issue with Broadbandchoices.  I was advised to redeem that amount and the missing amount would be issued to me asap. Instead, TalkTalk have failed to engage in any correspondence about it despite escalation.

The fact you work for TalkTalk and are having to ask me for this information says a lot.

[Arne-TalkTalk]

Hi @pinkfire

So how much did you receive?