my account

[carolgibbons]

I am extremely annoyed at your call handlers and the non existant help.  I have had to ring your company three times so far sine you took over from Shell Energy and each time they have put the phone down on me, a very unpleasant experience!!!

I used to pay Shell Energy by standing order and had an email from yourselves stating this would continue.  I then had an email saying the payment did not go through and was under investigation.

I then had a further email saying you had been unable to take payment and were charging me £12.10 through no fault on my own.

I rang your company and the first two people put the phone down on me.  The third young lady investigated my complaint and said that the email charging me had been a mistake that I should pay the £26.83 owing on line and the standing order would come into effect next month and the £12.10 was in error.

I paid the £26.83 on line on the 10th September with my credit card.  I have just checked my statement and found that this amount had gone through three times.  I rang your company again and explained and after 36 minutes for your person to investigate she offered  that I leave these payments as credit or I could be refunded.  I requested a refund and she offered to send £35 and when I queried this she put the phone down.

To get this straight I require a refund of £53.66 back to me credit card and we can then continue with the standing order please?

I  am most annoyed at your call center staff for putting the phone down and I find my experience with your company very off putting.  So much so, that if this situation is not resolved very soon I will be looking for an alternative supplier. However, I would prefer to get this resolved amicably.

Yours Carol Gibbons

[Arne-TalkTalk]

Hi carolgibbons

Im sorry for the poor experience you have had with us. I will feedback on the dropped calls.

I can see the multiple payments on the account made from the 10th,  your account is credit and your most recent invoice produced on the 14th has been taken from that credit, you can request the remainder back via My Account.

Regards

[Gliwmaeden2]

@carolgibbons, the payment system for people being moved from Shell does seem to have gone up a creek without a paddle.....

And it's not the first case where more than one payment has been taken. 

Check first of all that both your bank statement and your Talktalk account show the same number of payments. 

Worth taking screenshots, but if you post them here, redact any identification features.

It will be sorted in the end, as staff are aware that there have been problems. 

I'll move this to the billing section. On that message board there may still be a notice from staff about ignoring the failed payment fee etc.

[fr8ys]

Can you access My Account?

If then log in and view your bill.

There should be a button to request a refund if your account is in credit.

The exception to this is if your next bill is due, when the credit will be used against this bill. Once your bill has been sent any excess then becomes available or a refund.

If you have an issue with this please let us know so staff can look into next week.