Wrongly charged for a "not even an openreach engineer"

[Marshall117]

In April we requested an openreach engineer due to frequent disconnects on our openreach network.

Instead of us being sent one, we were sent a contractor.

All he could do was software checks due to him being a contractor, so he came, found no software fault, told us it was probably an exchange issue and left.

On our next bill we were charged for this visit, despite no work, and no fix being done.

Due to i the issue not being fixed we requested another engineer in June.

This time it was an openreach engineer.

He checked our internal network which was all good, and then due to him being able to check the hardware, found a badly corroded junction box in the openreach network.

Due to the fault being on the openreach network we were not charged for this visit, proving that we should not have been charged for the April visit due to it being an external openreach issue.

Just because you send out engineers that are not qualified to find the hardware issues does not mean that is as customers should be charged.

Can you lmk when I will be refunded for the 1st visit?

[Arne-TalkTalk]

Hi @Marshall117

You can request the remainder of the credit via My Account or leave to be used against your next bill. 

Regards

[Gliwmaeden2]

You should see it in Transaction History, @Marshall117.

[Arne-TalkTalk]

The credit raised has cleared your last bill so that wont be taken via DD you can request the remainder via My Account

[Marshall117]

Thats better, although you have only credited me £33 and not the full £50 wrongly charged for the engineers visit.

[Arne-TalkTalk]

Hi @Marshall117

A credit has been raised to refund the charge.

You will; be able to request a refund via My Account in the next 24 hours.  

Regards

[Gliwmaeden2]

Staff are also attending to other customers elsewhere and there are some who haven't had replies at all since the weekend, @Marshall117.

It's not real time support on the message boards, @Marshall117.

For that you need to contact  mainstream customer services during publicised hours detailed at the bottom of this page:

http://community.talktalk.co.uk/contactus

Otherwise staff reply on here Monday-Friday during the day. 

[Marshall117]

Replied to link in PM over 24hrs ago and not had any reply

[Arne-TalkTalk]

Hi @Marshall117

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards