Talktalk not competent enough to transfer a Direct Debit over from Shell

[QuietQuiet]

Apparently we all need individual threads instead of replying to anyone else's, so...

I too was a former customer of Shell (who were utterly useless) and have been emailed that I owe Talktalk £12.50 for the honour of them not transferring my DD across correctly.

I'm sure the CEO doesn't need all of us to email her on to congratulate her on tristia.harrison@talktalkplc.com for "receiving a Damehood for services to the telecommunications industry in the 2024 New Years Honours list.", nor for running an incompetent company.

[QuietQuiet]

Sorry @Arne-TalkTalk I missed this comedy reply yesterday.

1. Payment was due on 23rd August. The automated email was sent on 29th August. I find it incredibly hard to believe that your automated emails take a week to trigger, and I find it even harder to believe that a competent company wouldn't have a process that flagged that an unusual number of DD payments failed and be able to investigate within a week.

2. You eventually admitted the issue on a closed forum. You STILL haven't sent emails to everyone affected, so the only people who know what is going on are those that have tried to dispute the issue. This shows that your management are at best inept.

3. I'm still not going to pay by an alternative method. I've done everything required of me to ensure that you were able to take the payment owed.

4. You STILL don't see the issue do you? Let me spell it out for you. If I had received an email saying "Oops, your payment failed, can you get in touch so we can fix the issue" I would have done so and may even have been happy to pay you by an alternate method. BUT you automatically assume that the customer is in the wrong and your greedy management automatically demanded an extra £12.50 for their inconvenience. As they are probably paying little more than minimum wage to some of their employees, £12.50 is an hour's work.

> How do you justify your claim of £125 ?

My time is billed at a minimum of £250 per hour. Given the time you have wasted of mine, the concern, worry and upset your indelicate automated email caused, I think half an hour's pay is being unduly generous. As I have now disclosed advice that I usually bill companies for, and realising my mistake in being generous, I'll up my admin fee to £250.

[Arne-TalkTalk]

Hi @QuietQuiet

Your posts where picked up as Spam, they have been removed from the spam list.

Just in relation to your admin fee

1 We tried to take a payment  - It failed due to our issue and Automated Email was triggered.

2 We recognized the problem admitted it , and advised there will be no admin fees, we cant take a payment when a direct debit is not active (again a problem we have admitted is our problem) 

3 Gave you alternative method of payment 

4 Customer service have offered a goodwill gesture 

How do you justify your claim of £125 ?

[QuietQuiet]

My messages keep disappearing!

They offered £20 goodwill payment, so this is the minimum everyone should accept.

[QuietQuiet]

I've been told by Candice on the online chat that:
"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, but there are no additional charges that will apply."

So why don't Talktalk just take the payment by DD, stop asking people to pay by another method, and contact each customer to tell them that they don't need to do anything.

Candice just offered a £20 goodwill payment, so that is the minimum that each of you should demand.

[QuietQuiet]

1. You haven't communicated that to me via your usual route (email).

2. I will be charging you a £125 admin fee for the inconvenience of having to pay by a second method when the first one (DD) would have worked if your company wasn't completely useless. Where do I send the invoice?

[Arne-TalkTalk]

Hi @QuietQuiet

You will not be charged any admin fee's as the issue is at our side , the Shell migration team are aware of this, in the meantime we are asking for a one off payment this month. 

Apologies for any confusion. 

[Gliwmaeden2]

@QuietQuiet, each customer needs to start an individual thread (just one each) because it avoids confusion between accounts in the replies (we don't need more muddles....) and it helps to highlight the number of customers affected.

If you all pile on the same thread, their automated workflow only sees one customer having the problem, and staff usually only reply to the original poster. 

Posting a unique topic will be far more effective. 

[QuietQuiet]

> You have exceeded the limit of 0 tags per message. You can delete tags you are no longer using.

That's a sign of how useless they are.