Incorrect Bills in Oct and Nov

[CLHWDE]

Hi, I had an email on 20 Sep stating:  "Your Fibre 35 contract, which includes broadband and line rental, priced £23.31 per month, ends on 12 October 2024. In order to make sure you're getting the best value possible we've listed some options for you below.
As a valued customer we’ve decided to extend your current price of £23.31 per month for another 6 months which will end on 12 April 2025." 

However, Oct bill was £29.13 and I contacted the support in chat, they were going to credit the over charge in Nov.   However again, Nov bill is now £30.26, with a note attached: "Your discount has ended, which is why this month's bill may have gone up." 

So what was the email on 20 Sep about?  Has the decision "to extend the current price for another 6 months" been withdrawn? 

[ferguson]

@QuietQuiet 

As advised, if you have any issues of your own then do feel free to start your own topic. We are all sadly aware that the subsumption of about half a million Shell Energy broadband customers has created issues and because it takes times to transfer accounts from one system to another all enquiries currently have to be channelled via the dedicated Shell migration team.

I am locking this thread from further comment. 

[QuietQuiet]

The problems don't actually seem to concern Talktalk at all. Otherwise, they would quickly fix the lot of them and send out an apology. That took them over a week for the DD ****-up, so we can't expect too much of them.

While it is lovely of you to keep replying, all you are doing is saving Talktalk work. Or do they pay you for your help? Because if they don't, you're just helping facilitate their appalling customer service. 

Thank you for your service.

[Gliwmaeden2]

@QuietQuiet, please stop using another customer's thread to voice your grievance. 

I've already mentioned twice that you should return to the message board and click on start a topic. 

You won't get a response to your post from Talktalk if you use another customer's thread, and, in fact, you don't help your cause as the workflow will just clock up your contribution as another answer to the OP.

The problems appear more significant to Talktalk if you post your own thread, the issue gets more attention and staff look into your specific account. 

[QuietQuiet]

This is just typical of Talktalk's *supposed* support. They create a problem that isn't just affecting one or two people, and instead of fixing it for everyone and apologising, they expect us to know which department to talk to (it's a billing issue, so why would I think of talking to anyone else?) and for all of us to waste hours explaining the problem to someone who is already perfectly aware of the issue but refuses to acknowledge that. 

We've already been through the Direct Debit farce (for which they coughed up a £100 goodwill gesture if you told them what you really thought of them, despite Arne's insistence that they wouldn't), so it comes as no surprise that we're being told to jump through hoops again. Is it company policy to demonstrate such incompetence, or does Talktalk just have something against former Shell customers? 

Oh, wait....

Trusted Reviews has Talktalk at 3!

[Arne-TalkTalk]

Hi @CLHWDE 

As you are a migrated customer from Shell this will need to be dealt with by the Shell migration team who will need to manually add credits to your account each month. 

Call on 03451720088 

Thank you.

[Gliwmaeden2]

Staff will follow up after the weekend, @CLHWDE.

@QuietQuiet, staff will not respond to your issue in this thread. You must start your own.

[CLHWDE]

@Gliwmaeden2  I was just stating the fact happened to me as the 'next month's bill' (it was supposed to be this month's as I had a chat last month after October bill) did not reflect what was said in the chat last month, hence I raised this topic at first place. So even when a customer was promised to be 'credited', they have to still watch the next bill as it may not be honoured and that's what I was alerting to the poster. 

[Gliwmaeden2]

@CLHWDE, a bill can't be altered once it's made up (as it is fixed like a paper bill equivalent) but if a credit is applied soon enough, you'll find less taken from your bank account by direct debit. 

If it's too late to affect this month's DD, it will show up as a smaller bill next month.

Either way, it will be detailed in NEXT month's bill.

[CLHWDE]

@QuietQuiet  I had a similar experience last month on the chat, a long wait - chat - wait - etc. 

I suppose 'credit' means they would do it on the next month's bill; just to watch it out if they really honour the credit next month, as in my case their words on the chat were all wiped out on the bill. 

[QuietQuiet]

After 90 minutes on the online chat they finally acknowledged that they have made an error and credited me with 6 month's worth of the discount that should have been applied (and wasn't). They claim that a second email was sent "correcting" the one saying that our monthly cost wouldn't change, but I didn't receive that.

Given the Direct Debit *@#][!![]'#[@#]!*-up when shell customers moved to TalkTalk, they haven't exactly impressed me with their competence. 

[QuietQuiet]

>The Loyalty team are the usual people to address billing issues

What do the billing department do then? Other than waste hours of their customers' time? Talktalk are the worst company I've ever dealt with when it comes to running their systems correctly. First they tried billing me £12.50 because they didn't set my direct debit up correctly, now this. It is no surprise that you can't get access to this forum unless you are a customer.

[QuietQuiet]

I have no extra boosts. The core price is what has nearly doubled.

[Gliwmaeden2]

The Loyalty team are the usual people to address billing issues, @QuietQuiet, or anything to do with contract renewal. They are also known as "retentions" or "better value".

Go with the jargon, or you just won't get anywhere with your enquiry by phone or Chat.

If you still have a problem, please start your own thread. 

Staff only respond to the original poster. Please return to the message board and click on start a topic.

[QuietQuiet]

Same issue for me. The billing department on the online chat keep trying to transfer me to the "loyalty" team and are pretending that no one else is complaining about this issue. Are Talktalk in financial trouble?

[Gliwmaeden2]

It's quite ambiguous in the email. 

I suspect that the bottom instruction about "click here.... or call" should be in a new paragraph and apply for both options, but  it's certainly not very clear, @CLHWDE.

As long as it's sorted for you properly this time, but possibly worth sending more feedback if you want to use the Complaints process. It's detailed at the foot of any Talktalk page. 

[CLHWDE]

For a full clarification I copy&paste the entire email message from 20 Sep.  I did not and still don't see any action was suggested unless I wanted to opt in 'Another option', had a question, or wanted to leave (none of which I didn't). 

What did I miss?  🤔

The chat person (Yolanda) was going to correct my bills and escalate. 

" I see that an amount of £30.26 was debited on the account on 15/11/2024. However, we will honor this 6 month extension offer for you until April 2025. I will be applying a credit of £6.95 on the account and this will reflect onto your next bill. I will
also be raising this issue for you, and moving forward you'll be charged £23.31 that you were paying"

In fact I had  the same chat last month but hopefully it's going to be honoured this time.

email

Your Fibre 35 contract, which includes broadband and line rental, priced £23.31 per month, ends on 12 October 2024. In order to make sure you're getting the best value possible we've listed some options for you below.

As a valued customer we’ve decided to extend your current price of £23.31 per month for another 6 months which will end on 12 April 2025. We will contact you before this date to explain the options available to you. Your monthly price will rise each April in line with Consumer Price Index (CPI) rate of inflation + 3%. Another option available to you is to move onto a new Fibre 35 contract, at a monthly cost of £23.00 per month for 24 months. With this plan, you can enjoy average download speeds of 38Mb/s. Your monthly price will rise each April by £3. Click here or call 0345 172 0088 to order now.

Got a question about your contract? View some of our most frequently asked questions.

After your contract ends, you can move to another provider without paying any early termination charges, or you can choice one of the options above. If you decide to leave before then, please contact us as we require 30 days’ notice. You can find out more details and how to contact us here.

Thanks for being a TalkTalk customer, we hope you continue to enjoy all the benefits of your great value connection. Your TalkTalk Team

[Gliwmaeden2]

Keep us posted how you get on.

There must have been something you were supposed to do though because they say "In order to make sure you're getting the best value possible we've listed some options for you below."

"Options" in the plural...you may have just missed how to contact them because it suggests making a choice, @CLHWDE.

[CLHWDE]

There was no option/links to accept, it was 'decision' already made to extend, as far as it was understood from the email.  I'm with the chat support now as it popped up.  Thank you for your replies anyway, appreciated. 

[Gliwmaeden2]

It's highly likely that it didn't go through, @CLHWDE .

Did you actively accept the offer? It was possibly one of two or three options at the time? Were there others in the email?

Check the current expiry date compared with bills from earlier in the year.

If you didn't actively choose it you will now be out of contract.

The extension would have triggered confirmation documents by email.

Customers are usually better ringing 03451 720088 or using Chat, because you can check all the details there and then.

It won't be possible to fix up a deal for you via forum support but staff can check the current state of the contract when they reach your thread. 

They reply during the day (Monday to Friday).

Your post is in the queue for their attention. 

[CLHWDE]

SuperSafe is not selected though.