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!

[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