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.

[EdHaddon]

Thank you Ferguson for the help and information.

I am very disapointed that TalkTalk customer complaints will not engage with me about this problem.

If a member of their staff offered more than they were supposed to and used discount codes for other products that should not be my problem, they should honour the deal made and then put procedures in place so that their staff cannot do so again in the future.

It is no use members of their staff telling me that product or discount should not have been offered so we will not honour it, otherwise were is the legality of any contract offered and accepted.

Regards Edward.

[ferguson]

If you cannot resolve this with TalkTalk within 8 weeks you can take this directly to CISAS once that period has elapsed.  

[EdHaddon]

OK, it looks like no one from complaints is willing to speak to me and it has been over three weeks chasing this.

I am now calling this an impasse, as no one from TalkTalk complaints will deal with this so I cannot get an impasse letter from them since they are not available for some reason.

I now have no option but to take this to the Ombudsman for them to sort this whole mess out.

Regards Mr. Edward Haddon.

[EdHaddon]

Thank you Furguson 👍.

I had removed my account number and to be honest I was not too worried about my email address being seen as it had already been leaked when TalkTalk had there big data breach so have already suffered all the scam emails I received after that 😒.

[EdHaddon]

Hi Arne, glad to see your reply this time is a bit more conciliatory than the rather strident reply you previously sent me, telling me there is no such discounts.

To be honest as a customer I don't really care what TalkTalk calls the discount, whether TalkTalk call it Future Fiber 300, or Fiber 150, as a name has no baring in a contract, just what has been offered in that contract. The £7.50 a month discount for 24 months was verbally and then also by a follow up Welcome email, offered and accepted, forming a contract between myself and TalkTalk. The £60 Welcome credit was also offered verbally and then very clearly restated in the email, which again was offered and accepted as well, which again also clearly constitutes a contract between myself and TalkTalk.

I do not see a £30 welcome credit anywhere on the email. What it very clearly shown in the Welcome email is a £60 welcome install credit.

What the email then also very clearly shows is that £30 of that welcome credit was used to pay for the Openreach engineers visit, which anyone reading the email can clearly see, is that then leaves £30 of that £60 credit still payable to me.

I am very disappointed that no one from complaints has contacted me yet and as I have said they only have a week left to do so before I go to the Ombudsman with my complaint as an impasse will exist between TalkTalk and myself.

TalkTalk cannot turn round after a contract has been offered and accepted, then say sorry we did not mean to offer that to you, so we are not going to honour it.

It seems very clear that the member off your Indian staff used whichever discounts and credits were available to them, to apply to the offer to thereby reach the package offered, no matter what they were called, just as long as they offered the amount that was being offered by them in the contract.

The Ombudsman takes a very dim view of companies who offer very attractive deals to get customers to sign up for a long contract, who then renage on that offer once the contract has been accepted.

They have very strident fines for companies who use such sharp practices.

Regards Mr. Haddon.

[Arne-TalkTalk]

@EdHaddon

 I understand your frustration but the welcome email for some unknown reason outlines discounts for Future Fibre 300 which is wrong, as your package is  Fibre 150 also shown in that email at £30 per month with the £30 setup fee which is cleared. 

You do have an open complaint so the complaints team will contact you to discuss this.  

[ferguson]

I have removed the screenshot because it included your full email address. Feel free to repost it, suitably edited for your own security.

[EdHaddon]

Hello Arne, you have not read all of the conversations.

I had a welcome email from TalkTalk stating a £7.50 discount per month for 24 months and a welcome credit of £60 are you saying the welcome email was a lie?

I asked for my complaint to be handed to the complaints team and you have taken it upon yourself to intervene to tell me I am wrong, which if so must make your TalkTalk welcome letter email a LIE!

I am also unhappy with how long it has taken you to reply and the fact you have not escalated this to the complaints team as I requested.

I will take this to the Ombudsman if the complaints team does not contact me in the next week and tries to sort it out.

Below is a screen capture of the TalkTalk Welcome email letter stating the £60 installation setup credit and also the £7.50 per month discount for 24 months.

I keep sending you this email via various channels, however, you all keep conveniently ignoring its existence in your replies to me, saying what it promises me does not exist.

Well, I will be calling out to the Ombudsman about your company's refusal to acknowledge the existence of the email and what it promised to me, and by so doing in not so many words, that either I must be a liar, or your welcome email letter and or the verbal contract were a LIE! as it must be a lie if you are now claiming it was not promised to me.

Also, I will be calling out to the Ombudsman about how you created a complaint at my request but then closed it less than three minutes later as resolved, and also that you are still not raising a replacement complaint, even though I am asking you to do so time after time.

I do not think the Ombudsman will be overly impressed about how you are treating me, even when I show you proof of what I am saying.

You have a week to deal with this after which I will demand an impasse letter from your company and go to the Ombudsman to sort it out.

Regards Mr. Haddon.

[Arne-TalkTalk]

Hi EdHaddon

I think there has been some confusion with this, the upgrade fee is cleared, you are not given a one off credit, the order includes the welcome credit which clears the set up fee in this case £30. 

In terms of the contract all the information is included in My account under my package contract information which shows £30 per month which is actually discounted from £39.95.  We do ask you to read and accept this before you continue. 

There is no mention of another £7.50 discount. 

[ferguson]

No worries, the support team will check this out for you and respond as soon as they can. 

[EdHaddon]

Hi Ferguson thank for your help with this. 

[ferguson]

I have re-escalated this to the support team for you. 

[EdHaddon]

Hi I have been patiently waiting for someone, anyone from TalkTalk support to contact me to say why I was promised £60.00 installation credit was reduced to £30.00 by someone in TalkTalk even though I had the promise of £60 in writing on a welcome email from TalkTalk.

No one has got back to me either about why the page I got has figures different to what I had been promised verbally by the customer service in India.

If it is the same why is there different figures on the email to what's on the contract and the fact they don't add up yet those on the email would have added up if I had been given a £7.50 a month reduced price for 24 months from an original web offer of Fiber 150 for £32.00 a month taking it down to £24.50 for 24 months.

Instead I have been given Fiber 150 for £30 a month for 24 months with no discount and being told that is a £9.99 discount from base price of £39.99.

BUT if that was the case I would see a £9.99 a month discount shown on the bill and it does not and neither dose the £7.50 reduction promised in the email.

Someone in TalkTalk has decided what was offered of £32.00 reduced to £24.50 a month by a monthly discount of £7.50 for 24 months and a £60.00 installation welcome credit were not going to be honoured and gave me some Micky mouse made up agreement.

and no one has got back as to why my complaint about all of this was opened and closed in less than five minutes.

If someone from TalkTalk does not get in touch with me I will go to the Ombudsman about miss sold verbal agreements, being changed because TalkTalk does not like what was agreed verbally with the customer. Plus the fact the complain opened being closed immediately and that further contact by the customer not being acknowledged or replied to.

I am not willing after the experience I have had trying to explain all of this to someone in India, with hard to understand English, what I was complaining about.

The lack of understanding forced me to use this route with the complaint being closed as soon as India opened it.

So I want a proper complaint opened and acted on or I will be forced to go to the Ombudsman Service as indicated above.

Sorry I had to edit my message as it seems I no longer can do basic maths lol.

£7.50 from £32.00 is £24.50 not £25.00.

appologys for any confusion.

Regards Edward.

[EdHaddon]

I have not disputed that at end of discount period 24 months, the price would rise to full price or that the advertised £32.00 on the web site is a discounted price.

However I was offered a further discount of £7.50 to £24.50 for 24 months before reverting to £39.99.

So the question is if the email showed a discount of £7.50 why does my bill not show Fiber 150 at £39.99 with a £7.50 discount to £32.49 or the Web discounted price of £32.00?

Instead it shows a Fiber 150 for £30.00 with no discount applied?

I again woul expect my bill to show Fiber 150 at £39.99 with a 24 month discount of £9.99 to be £30.00 yet my bill does not show a £9.99 discount or a Fiber charge of £39.99 before the discount is applied.

I never agreed to fiber 150 at £39.99 with a £9.99 discount and this never appears on my bill or on the welcome email.

Can you understand from what I have written that the email and the bill do not match and does not match what I had verbally agreed to.

I wish they would listen to the call were I agreed to the package I thought I was signing up to.

To many figures do not match up for them to deny the figures I was promised are not the same as what my bill shows plus the £60 credit mysteriously changing from £60.00 to £30.00.

It all stinks.

[Gliwmaeden2]

@EdHaddon, any discount is only offered relative to Talktalk's current full price, as advertised here:

http://community.talktalk.co.uk/pricing

Prices advertised here are ALREADY discounted from that amount, and would return to the £39.95 at the end of the contract:

https://new.talktalk.co.uk/broadband/compare-deals

 

It's not made very clear however. 

Make sure that you are registered for priority support as a customer with significant health issues:

https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility

[EdHaddon]

Hi Gliwmaeden2, Yes that is the point I am trying to raise without success.

I do not mind them taking £30 of the promise credit to pay for the install.

But I will not accept that I sign a contract with them were they say £60 credit and then they decide you know what we offered to much credit we are going to reduce it to half.

What if we all signed a contract with TalkTalk for a price then turned around and said you know what they are charging too much and paid them only half.

I have already had exahustive and exahusting conversations with them about what I had been offered in terms of what Fiber and what discount I was to have believing that they were offering me Fiber 150 with a £7.50 discount taking it down from the web page offering of £32.00 to £24.50 matching what BT and others have been offering Fiber 150, for only to find they claim to have given me it at base cost of £39.99 not the Web advertised £32.00 with a £9.99 discount to £30.00 yet that discount of £9.99 does not appear on my bill just Fiber 150 for £30 with no discount.

I did not check the the contract carefully enough but there are so many differences between the welcome email and the actual contract for it to be very suspicious.

I am one of their at risk customers with stage 4 cancer of the lungs which has now spread to the bones and after the hour or so arguing that I did not get what I was promised I gave up and excepted the contract they say they have with me.

But I won't let them take the £60 credit they promised me as well.

They did offer to reduce my Fiber from 150 to 65 so that I would almost pay what I believed I had agreed to but why should I have to have a new contract at a slower speed with the chance that will also end up being not what I believe I signed up for.

It all leaves a very bitter taste in my mouth as I believed TalkTalk was giving me a good deal as good as what other suppliers were offering and ended up paying more than I would have signed up for.

I hope someone in TalkTalk management sees this as they must wonder why they get such poor reviews but is it any wonder when their India call centers promise one thing and deliver a lot less or for a lot more.

[Gliwmaeden2]

@EdHaddon, the £60 "credit" in this situation usually simply cancels out the one off set up fee of £60.00 that you would otherwise be charged. However it looks like your "set up fee" was £30.00, so you ought to still have the balance of £30.00, at least. Odd.

Staff will reply after the Bank Holiday, if they don't pick this up today. 

Hopefully all will be cleared up, but it may take a little while. Best to wait for their response before posting further, to keep your thread moving forward in the queue for attention.