Wrongly Charged for Engineer visit

[Anonymous]

On 30th Jan I was charged by TalkTalk for a repair that I had been told multiple times I definitely did not have to pay for. This has left me with not enough money in my bank account to pay other bills that are still to go out.

I contacted them and after about an hour of being cut off by the recorded voice telling me to use the TalkTalk website that doesn't work. I managed to speak to someone from billing by pressing the option saying I want to leave, they also said there would be a long wait which was untrue because someone answered in less than a minute. This happens nearly every time.

I explained the situation and they forwarded me to tech support and they said that the money will be put on my account as credit in 3 to 5 working days. I explained i need to money paying back to my bank account and they said the couldn't do that so I would have to phone back and speak to someone from billing to get the money put back into my account, which will then take another however long you have to wait for them to do that.

I have sent them an email to the complaints email address and I am waiting for a reply but I am wondering if anyone knows of a way to get them to speed things up because their mistake is going to cause me to have to pay out more than I need to as it will cause me to go overdrawn on my bank account.

[Anonymous]

I have got them to agree to refund my money, the money they should never have taken from my bank account in the first place, within 24 hours rather than the 10 days they told me it normally takes. Plus full fibre 150 at a 2 year fixed discount with the first month free. Persistence, determination, not putting up with corporate crap and ADHD meds seems to be good combination 

[Anonymous]

I've sorted it out because I managed to speak to a customer service person that actually helped rather than repeat the same thing at me 73 times. As for doing doing things on the talk talk website; I can log into my account and that is it. Nothing else works no matter which browser I use on either my laptop or mobile. Just trying to type this now is glitchy and weird as the website is not displaying properly. No other pages load once I've logged in, the chat doesn't work and as for having to request credit back after you have left TalkTalk really should be changed because that will sound like hoping people forget to do it to to lots of people I know

[Arne-TalkTalk]

Are you able to log into My Account and request a refund? 

[Gliwmaeden2]

It shouldn't take 2 weeks, @Anonymous!

Please wait for staff to reach your thread. They are on here most days Monday to Friday. There is a queue for attention  - the workflow to reach staff is automated, so it doesn't help progress in the queue to post further chasers till you hear back from them. 

[Anonymous]

The problem is that I need that money that should not have been taken out of my bank account in the first place right now, not in two weeks time 

[Gliwmaeden2]

@Anonymous, Talktalk simply doesn't have a policy of paying money directly back to a customer's bank account. 

There are many ways of paying Talktalk for the broadband service, so it is simpler for their systems to have the process streamlined back to the customer's "My Account" from which you then choose whether to put it towards subsequent bills or choose to use the option to refund it from there to the bank details given if you have a direct debit set up with them.

This happens even if they owe you money after the customer leaves.