Terrible customer service for renwal

[debbiec]

Hi, The reason for this chat is because I am getting, in fact am, totally fed up with broken promises and being messed around. Earlier in the year I spent over an hour on chat setting up 28 / month deal. It wasnt done and I was being charged 44 and 46 / month. Friday I chatted with an agent who after an hour or more, first saying there was no record, then finding the previous chat, around to refund the overcharge for the last 3 months and put me on the deal that had been arranged/ To do this I had to be put onto the loyalty team. After waiting a long time for them to answer, they had the original conversation to hand, and again, after the best part of an hour then told me I had to ring customer services on the 0345 number as they did not have the means to sort this matter out!!!! I then said I am not willing to spend yet another hour on the phone and asked that someone call me today. This has not happened and I believe thisd has to be the end of the road with me and talktalk as every renewal date I have exactly the same issue and as an MS sufferer I am not supposed to be exposed to stress which is all I get from yourselves!

[Arne-TalkTalk]

There is an open compliant so we cant interfere sorry, the account shows a callback is scheduled for tomorrow now.

[DebbieC24]

@Gliwmaeden2 

You would like to think it was that simple

However after dealing with 6 different people on 3 separate occasions and each time being close to 2 hours to achieve absolutely nothing does not bode well/

I had a renewal offer

I accepted the renewal offer

I get charged double what I should be

I contact customer services who "sort" it out and start new contract.

Next bill comes, double what it should be.

Contact customer services who spends nearly an hour telling me I did not renew

After I asked why was it the Yuview had been removed as requested  as per my request but nothing else done

After another 40 minswaiting I am told oh yes I have it and I have sorted it. I will issue credits for the overcharges and will put you through to loyalty department. I have alrady messsaged them and it is sorted.

I get transferred to loyalty department  to be kept waiting 20 mins before they even answer/

Then I have to start all over again and said you should already know this etc

Another elongated pause for many minutes.

Response. Oh yes I can see this and your previous conversation asking for the new contract.

OK, Great can ewe sort.

Response after another long pause

Oh I am sorry I cannot deal with this, you will need to speak with someone on the 0345 phone number.

To which I was flabberghasted and said I am not willing to spend another 2 hours on the phone after over 4 hours on chats.

Do you want to speak to a manager

Yes!

No more response, So I asked if they could call me on the Monday to sort.

Now Tuesday and nothing

Since I have looked at Vodafone etc and find they offer the same for less or similar money.

Over 20 years with talktalk and this is how they now treat customers

[Gliwmaeden2]

It's possible that there's a fault on your account which prevented your renewal being correctly processed - it does sometimes happen, @DebbieC24.

Staff will be back on here during the day. They offer online support only, but may be able to check what happened to your renewal and the overcharge that should be refunded. 

Your thread is in the queue for attention and it's best just to wait for the staff reply during the day before posting further. 

[DebbieC24]

I have used chat today and sat waiting until it closed and I have also emailed with copies of transcript