I am still waiting for the refund on an engineer callout charge that happened in March24.
I had 4 conversations with Talk Talk teams in November: Customer Retention Team. Customer Services - twice. Technical Team.
At each stage the topic was agreed: that I should not have been charged the engineer call-out fee of £75 back in March - because it was clear and in the notes that a) I stated I did not need an engineer b) I was going to be away for 6 weeks.
The charge still went on my account.
In November, during all of these 4-5 conversations, I was told the fee would be credited back to me.
But no one team could authorise the credit - hence the 4-5 conversations.
Finally, I was told that the refund had been instructed by the Technical Team - with another member from Customer Services (or was it Billing...?) - to confirm the credit was being made to me.
I asked if this would be directly to my bank account (from where my direct debit is usually paid) - or if it would be credited to my TalkTalk account. I was told it would be the latter and used against my monthly billing.
Yet here in December, I have another usual monthly bill and no sign of any refund.
I have called TalkTalk Customer Retentions and Technical Teams today - each time having to start the topic all over again (because nobody reads notes on the account) and wait for an 'investigation' into the matter.
What on earth are TalkTalk doing? Why is it so very painful and time wasting to be a customer?
I have raised another complaint about this ridiculous situation and poor service.
Of course, all of this gets compounded by the generic outsourced service approach TalkTalk have for all enquiries and contact: each and every time I contact TalkTalk about an existing topic or complaint, there is never a means of direct contact or person with direct phone or email. This means continuity is non-existent, storylines and history of topic need to be repeated from the beginning and the whole customer experience of complaining about poor service and poor customer experience, gets added to by yet another episode of.......... poor and frustrating 'customer experience'!
