I shouldn't have been charged for an engineer visit

[saltyd]

My wifi stopped working over a week ago. It took me 4 hours with poor connection to get this message through to tech support 'experts' who told me to turn it off and on again several times. Eventually they arranged to send out an engineer. He turned up following morning, couldn't find a fault outside but told me that it was down to a faulty hub. It took me 1.5 hours to get this message through to the tech support experts. They decided I needed another engineer because a red light came on after the first engineer left, not a hub. Another engineer came out, fixed whatever the first engineer had undone and told me my hub was faulty and I needed a new hub. Got back onto the tech support expert - first thing he asked me when I finally got through was "have you tried turning it off and on again?" A new hub was eventually ordered. Then I received a £30 bill for the new hub. Queried this, that took several more hours and was finally told I wouldn't need to pay that. The new hub arrived yesterday and thankfully it worked and after a week finally have a working connection. Today I received a bill with an extra £75 added for engineer visit which I immediately queried. I should be receiving compo for a week without wifi right? Was informed that only case manager could answer this  and will follow up today on 18/01/2025, between 16:00-18:00. This did not happen. 

[Arne-TalkTalk]

You can make a one off payment in My Account and admin fee wont be applied 

[saltyd]

Ok, so today's date is the 27th.

I still haven't received any response to my complaint other than your comment just now telling me that the engineer's visit has been deducted from my account. 

So have just received 2 emails simultaneously from TalkTalk - dated today - with the briefest of texts saying that the £75 has been cancelled but then the 2email says that the £20 hasn't been collected. I cancelled my direct debit because I wanted to speak to the billing dept about the erroneous charge. The second email says that they've applied a £12.50 charge to my account because I've cancelled the direct debit. 

Will be keeping both emails as evidence for when I escalate the complaint - which should have been dealt with according to your policy within 72 hours - to Ofcom. 

[Arne-TalkTalk]

Hi @saltyd

Your bill was produced on the 17th Jan = £95 

A credit was raised on the 20th Jan leaving the balance to be paid as as £20

The bill shown in my account does not update  as it is already produced but click on view your bill and you will see the updated account balance  minus the engineer charge

Regards

[saltyd]

It's not credited back. My complaint was never investigated. 

I've made an official complaint with a screengrab of the lie I was told. I'm escalating my complaint. They can send me a cheque.

[Gliwmaeden2]

Check whether it shows credited back, though, in My Account, @saltyd.

If it's too close to the DD date the amount cannot be changed. 

You then claim the credit back from My Account  - easily done if the direct debit details are still in there. Otherwise you need them to send you a cheque. 

Talktalk will usually bill the full month ahead, and leaving requires 30 days' notice, or until anther company takes over the service, so there may be further complications ahead.

I'll re-escalate this thread for staff to follow up. 

[saltyd]

I really should have checked that earlier because now I can see it was a lie. The engineer charge was indeed deducted from my bank account without my consent while it was subject to complaint.

Why would you lie like that if you don't know the facts?

[saltyd]

I hope this will be final update for anyone searching this site. After leaving the last message I finally had my first call from TalkTalk - from cancellations, the long overdue call. I was out at the time so it was quite inconvenient but we proceeded as he read me the T&Cs and told me the call was being recorded for training purposes. I said that was handy as I'd like it known why I was leaving - mainly over poor customer services and the erroneous engineer charge. I asked him to clarify the final bill. He said I owe them nothing. I asked him to repeat that. He said I was paid up to date. I thanked him. He asked if there was anything else he could do. I told him definitely not. 

Since then have just received another automated email from TalkTalk - they notice that I've cancelled my DD and want me to reinstate it. They did not send a final bill without engineer charge. Nor an email noting the end of service date which is 8 days away. 

It's truly an appalling way to end many years together TalkTalk. Do better. You must be losing a lot of customers.

[saltyd]

It's amazing how you know the engineer charge was removed on the 20th when I don't know this. I haven't had a bill that says this. Nor any other communication. You're the first person who's told me this.

[Arne-TalkTalk]

The engineer charge was removed on the 20th 

[saltyd]

Well it's now five days since I posted that and nobody ever followed up so I cancelled my direct debit to stop TalkTalk taking the £75 from by DD without discussion. They've now sent me an SMS so it's been noted but they still haven't bothered to contact me. I don't mind if they take me to court, at least I'll get to finally have my say. It's funny that a fortnight ago I was a happy customer.

[Gliwmaeden2]

You only posted on Saturday 18th, and staff replied at the earliest opportunity on Monday 20th, @saltyd.

As it is, you'll see above that it's not possible to follow this up through the forum. 

[saltyd]

"Your post is in the queue for attention" is pretty much how it's been for over a week which is why I've transferred to a different provider who you can actually phone for help. Looking forward to being a Zen customer now.

[Arne-TalkTalk]

Hi saltyd

Sorry you are unhappy, as you have raised a complaint, unfortunatley I cant interfere, a complaint manager will contact you to discuss this. 

Hope you get the resolution you want. 

[Gliwmaeden2]

Staff will respond during the week, @saltyd. Your post is in the queue for attention.