Very unhappy with the customer service I am receiving. On two occasions I have negotiated the terms a new contract and what has been agreed verbally has not been reflected in the contract details that were issued. As the discrepancy over the length of my boost discounts has now happened a second time I feel that I am being deliberately mis-sold a contract in that was said verbally and the details on the contract differ.
I entered into a new contract with TT sometime in May 23 after being out of contract for some months. After this new contract was issued, there was considerable discussion starting at the end of May this year over the terms of the new contact. Verbally in conversation with your representative I was offered discounts on my boosts for the 18 month term of the contract but the contract did not honour the 18 month terms and I objected.
There was a prolonged discussion over this dispute and I spent a considerable amount of time in discussions with various members of the TT team and felt that during this discussion I received some very bad customer service. For example, early on in this discussion one of your representatives was going to review the recorded phone conversations that took place and come back to me on a Friday between 5 and 6 o’clock. At 6:20 there was a TT call which rang once and the rang off. I attempted to return the call using 1474 but this only resulted in a recorded message saying TT was aware and was dealing with the situation and would come back to me. This did not happen and when I once again rang TT on the Monday, I was told that I had received a call back and that the issue had been resolved and my complaint had been closed when it had not been resolved. I continued to persist until I finally was dealing with your representatives in the “Loyalty” department, Phakamani and Kerien. These discussions ended with the agreement that my boost would last the length of the 18 month contract with me paying £31 per month for the duration of the contract.
Unfortunately, when I read through the latest contract details the contract still limits my international boost discount to only 6 months which was not what was agreed. Yet again, I called TT and the whole discussion started all over again over the length of my boost discount and I was told that I had to accept the 6 month and then negotiate again in 6 months. This is absolutely not an acceptable resolution. I have had some previous bad experiences with the ‘renegotiate’ answer at the end of my contract in November 2022. My experience than was that TT was not open to negotiate at all at that point and I am not willing to see this as an acceptable resolution.
Very unhappy with the customer service I had. On two occasions I have negotiated the terms a new contract and what has been agreed verbally has not been reflected in the contract details that were issued. As the discrepancy over the length of my boost discounts has now happened a second time I feel that I am being deliberately mis-sold a contract in that was said verbally and the details on the contract differ.
I entered into a new contract with TT sometime in May 23 after being out of contract for some months. After this new contract was issued, there was considerable discussion starting at the end of May this year over the terms of the new contact. Verbally in conversation with your representative I was offered discounts on my boosts for the 18 month term of the contract but the contract did not honour the 18 month terms and I objected.
There was a prolonged discussion over this dispute and I spent a considerable amount of time in discussions with various members of the TT team and felt that during this discussion I received some very bad customer service. For example, early on in this discussion one of your representatives was going to review the recorded phone conversations that took place and come back to me on a Friday between 5 and 6 o’clock. At 6:20 there was a TT call which rang once and the rang off. I attempted to return the call using 1474 but this only resulted in a recorded message saying TT was aware and was dealing with the situation and would come back to me. This did not happen and when I once again rang TT on the Monday, I was told that I had received a call back and that the issue had been resolved and my complaint had been closed when it had not been resolved. I continued to persist until I finally was dealing with your representatives in the “Loyalty” department, Phakamani and Kerien. These discussions ended with the agreement that my boost would last the length of the 18 month contract with me paying £31 per month for the duration of the contract.
Unfortunately, when I read through the latest contract details the contract still limits my international boost discount to only 6 months which was not what was agreed. Yet again, I called TT and the whole discussion started all over again over the length of my boost discount and I was told that I had to accept the 6 month and then negotiate again in 6 months. This is absolutely not an acceptable resolution. I have had some previous bad experiences with the ‘renegotiate’ answer at the end of my contract in November 2022. My experience than was that TT was not open to negotiate at all at that point and I am not willing to see this as an acceptable resolution.
At this point I would like to register formal complaint and ask that I am informed about TT’s formal complaint procedures.
