Shell customers being offered £20 "goodwill payment".

[QuietQuiet]

Those affected by the failure of Talktalk to bill you via Direct Debit will be offered £20 "goodwill" if you complain enough.

[Arne-TalkTalk]

23/10/2024

[QuietQuiet]

OK, you genuinely don't understand. Got it. How do I find out when my contract ends?

[Arne-TalkTalk]

See my previous post.

[QuietQuiet]

Seriously? You "cant see what else we can do."????

You should have contacted each and every affected customer as soon as the mistake was recognised, using whatever method you sent the "Your payment was unsuccessful" to tell them that you have realised a mistake was made, that you know what the fix is, and that the customer doesn't need to do anything.

Instead you keep repeating the same message on a closed forum, which shows that your management is incompetent and highlights your contempt for your customers.

Do you really not get that, or are you just being a good corporate wage slave?

[Arne-TalkTalk]

If you don't want to take my advice that's fine, you will continue to get emails asking for payment for this month. Direct debit is not active till next month. 

You have been offered a gesture off goodwill , given a solution, cant see what else we can do.

[QuietQuiet]

Excellent, then bill me next month, despite the bank and your colleague saying that the DD has been set up.

[Arne-TalkTalk]

I cant explain to you enough the problem at our end is the Direct debit instruction is NOT ACTIVE yet. it will be next month. 

[QuietQuiet]

From the online chat:
Candice: I can confirm that we did not fail to set up the direct debit on the account. We had a problem taking the payment on our end

Well, one of you is wrong. Either you have set the DD up correctly as Candice says (and my bank confirms) or you haven't.

[Arne-TalkTalk]

Once again the direct debit is NOT active, we have produced your bill showing you what you owe, ALL the bodies you have mentioned will simply advise you to pay the bill by the alternative method we have given you.   

If you refuse to take my advice, which will solve the current situation, Please feel free to follow the complaints process found at the bottom of the page. 

[QuietQuiet]

You couldn't even single bill me! I love how Talktalk are so insistent that the customer has to fix the issue of Talktalk's creation. If you want the money, take it by DD, or explain to the Financial Ombudsman Service why you can't. And Ofcom. and CISAS.

[Arne-TalkTalk]

We cant double bill you if the direct debit is not active, once the balance is cleared there will be nothing to claim.

[QuietQuiet]

No, that's why I'm suggesting that everyone complains to get the £20 credit. This is a huge *@#][!![]'#[@#]!*-up by Talktalk, which wasn't immediately handled and was an extremely poor way to greet new customers. I still haven't received any contact or confirmation of the issue outside of the complaints channels, which shows very poor management.

I am more than happy for Talktalk to take the money I am owed, via the payment method that I authorised. I am *not* going to pay by an alternate method, because I don't trust your company not to double bill me (once by DD once by the alternate method). You have acknowledged that the Direct Debits were set up correctly, and that you failed to take payment. So take the payment now.

[Arne-TalkTalk]

It was a gesture of good will , Not a standard procedure for everyone, we have explained the problem, most have taken the advise of alternative payment method.