How to Get TalkTalk to honour their Promise

[JRH01]

After speaking to customer services on a Broadband issue in October I was advised an Engineer would be sent. As a pensioner I queried if any charges would be applicable and was categorically assured that the visit would not be charged. In November my bill included a 75.00 call out charge. After over 3 hours of call time to customer services and being assured by 2 separate agents that the charge would be credited I am still waiting for the refund - Where do I go from here?

[Arne-TalkTalk]

Happy to help. 

[JRH01]

Thank you very much for your assistance. I have seen the credit and applied for the refund - most appreciated.

[Arne-TalkTalk]

Hi @JRH01

A credit has been applied, you will be able to request a refund via My Account in the next 24 hours. 

Regards

[JRH01]

Profile completed as requested - I look forward to hearing that the issue is resolved.

[JRH01]

Thank you very much for the advice - unfortunately the refund is not showing in Transaction history but appreciate the tip.

[Arne-TalkTalk]

Hi JRH01

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

[Gliwmaeden2]

@JRH01, have you looked for it in Transaction History in My Account?

Any credits will show in there, and you can put that towards future bills, or claim it back to your bank account. 

Talktalk doesn't send it automatically to your bank account. 

[Divsec]

Hi @JRH01 your post has been escalated and you should hear soon the team here are very good and will find a way to assist you.