Promised credit disapears

[EdHaddon]

Hi I need customer support to give me the upgrade credit I was promised.

I raise a complaint and it was opened and closed in five minutes!!

I upgraded to Fiber 150 last month and as part of the package I was given a £60 upgrade setup fee welcome credit and which appeared in the email I received from TalkTal about my new package.

When I queried TalkTalk about the £60 welcome credit they said they have no record of it even though I have the email stating it and offered to send them a copy of it.

I raised a complaint CMP-431587 but they opened and closed it in less than five minutes.

This formed part of my contract with TalkTalk and I would expect them to honor it especially when I have a copy of the upgrade welcome email which includes it.

I need someone from TalkTalk complaints to look into this and reinstate the credit offered but then mysteriously removed from my records.

Regards Edward.

[Luketams]

Get out while you can, it only gets worse from here. I have experienced a nightmare with this company. I could of invented my own broadband company and set it all up myself and it would of been easier than dealing with these muppets. There is a reason they win worst broadband company of the year annually. 

[Arne-TalkTalk]

Ive sent you a Personal message. 

[EdHaddon]

Hi Arne, that is why I raised my complaint, because the contract in the account did not match what had been offered and what was in the Welcome email!

If the contract in my account matched what had been offered, then I would not be querying it.

It is very clear to everyone that the salesperson had mixed and matched different offers, to make a package up, and it is the fact that this was done to get a sale, which is the core of my complaint.

How else was the Welcome email created.

Regards Edward.

[Arne-TalkTalk]

The deal you accepted is outlined in the contract information sent in the autosign documents in My Account, They are the terms and price you accepted. 

[EdHaddon]

Hi Arne, I know you are saying it is wrong and should have been removed, but it is what had been offered and I accepted as a contract with TalkTalk.

Your company cannot offer a contract then say sorry we got it wrong you cannot have it as that is a breach of contract.

If you cannot come up with something of similar value which I am willing to except, I will be forced to go to the Ombudsman and see what they think of the practice of sale staff putting together none existing contracts to get a sale, I do not think they would look to kindly on such practices.

Regards Edward.

[Arne-TalkTalk]

Let me look into this, But I can tell you that £24.50 is 100% not possible.  as I mentioned earlier in this thread the £7.50 is for Future fibre 300 which you dont have.  That part of the welcome email is wrong and should have been removed as it refers to a package that isn't yours. 

[EdHaddon]

Hi, Arne thank You.

I would like my Fiber 150 at the £24.50 a month for 24 months that I was promised backdate to the start of this contract, and also my full £60.00 Upgrade Setup Fee Welcome Credit, not the £30.00 which was subsequently given.

I have set out the history below again, and It is clear that the person who sold me the package used bits from different offers to make up the offer she offered and I accepted.

She may not have been allowed to do so, but she did it anyway and that should be honored by TalkTalk and then re-teach the sales staff to stop it happening again.

When I rang your sales department Fiber 150 was being offered for £32.00 a month on the Web page not £39.99 a month as subsequently claimed.

I asked for the best deal she could give me as there were some very good deals available that week from other suppliers.

She told me she could give me a £7.50 a month discount for 24 months taking the Fiber 150 down to £24.50 a month for 24 months. She also said she could give me a half-price Supersafe for £2.50 per month for 24 months bringing the total to £27.00 a month for 24 months.

I also said that I could get free installation, so she then told me she had applied a credit to cover the installation and postage cost.

I then got a Welcome email stating: 

Your new and improved package You've now got (including your discount) · Fibre 150 - £30.00 a month. · A new 24 month contract applies. Your discounts applied ·  Future Fibre 300 £7.50 Discount for 24 Months · Half Price SuperSafe Boost Discount for 24 Months · £60 Upgrade Setup Fee Welcome Credit One-off charges · TalkTalk Modem - £0.00 · Equipment Delivery Charge - £9.95 · Upgrade Set-up Fee - £30.00

Account Number

The welcome email states: Fiber 150 at £30.00 a month with a discount applied. However its with a Future Fiber £7.50 discount applied.

But if Fiber 150 was being offered for £39.99 a month as is now being claimed, then a £7.50 discount on £39.99 would have been £31.49 Not £30.00 a month, which would have needed a £9.99 discount to have been applied to bring it down to the £30.00 a month I am being charged!

It then says a £60 Upgrade Setup Fee Welcome Credit had been applied yet I only got a £30.00 credit for the £30.00 cost of the installation Not the whole £60.00 as promised, so also paid for the shipping cost as well.

[Arne-TalkTalk]

leave this with me. Can you PM me the ideal scenario to resolve this issue and we can work from there. 

[EdHaddon]

Hi Arne, thanks for getting back to me.

No they have not got back to me at all.

I am very disappointed and annoyed that they do not even have the common decency to even acknowledge that they have the complaint let alone are working on it! I am just now waiting for the six weeks to be up, and I will raise the complaint with the Ombudsman.

[Arne-TalkTalk]

Hi EdHaddon

Have you been contacted at all since my last post? 

[EdHaddon]

Thanks Arne 👍.

[Arne-TalkTalk]

I will check the status.

[EdHaddon]

Does TalkTalk Support have any intention of giving me an update on my complaint or even contacting me to clarify why I am complaining it is now the 27th of June 2023 and I still have not heard anything from them about the complaint CMP-443971?

Regards Edward 

[ferguson]

No worries, hope you get it sorted.

[EdHaddon]

Hi Ferguson thanks again for your help.

Regards Ed.

[ferguson]

There has been a bit of a hiatus here, so I have re-escalated this for you. 

[EdHaddon]

So on Friday 26th May 2023, I get a message from TalkTalk support saying very sorry, etc. and my complaint has been logged (complaint CMP-443971), and we will be in touch with further updates and we want to put things right as soon as possible.

And then guess what, it is now 15th June 2023, and I have not heard a single word from TalkTalk, just my June payment taken from my account, I guess they still get that right 🙂

[EdHaddon]

Thank you Arne appreciate you doing this for me.

Regards Edward.

[Arne-TalkTalk]

A new complaint has now been registered. 

[Arne-TalkTalk]

HI EdHaddon

I have checked the status of your complaint, it was closed, and the notes state that it was closed as you had decided to cancel the service. 

I will request a new complaint to be opened.