Engineer callout fee wrong

[LewisLumley]

We have been charged 2 callout fees because the engineers couldn't park directly outside our house so just drove off. We called numerous times to say they needed to go down the road and notes would be left for them to see. Spoke backwards and forwards with about 8 people over numerous calls (hours) who all said notes have been taken. When an engineer did finally come to fix the problem he said that they are with Bright Spark and don't have access to Talk Talks systems notes so would not have seen these these instructions anyway.

We were told repeatedly that we would not be charged for these callouts, or if they were automatically charged they would be removed. Tried resolving this with customer service but have now had a message saying the case is closed (no further explanation) but the charges still remain.  Not sure how to escalate further

Thanks

Lewis

[Philile-TT]

You are most welcome. We are always here to help. 

[LewisLumley]

Thank you very much for your assistance with this

Much Appreciated

[Philile-TT]

Upon my investigation, I can see that there is only 1 missed appointment charge on your bill. I have credited the account to waive off this charge as I can see that this was out of your control and you had made arrangements to be available on that specific date. Yes, this is chargeable but understand the circumstance and the fact that you had mentioned prior to the visit about the parking I will credit the account to have your bill reduced to £29.95. 

[Philile-TT]

Hi there @LewisLumley I am currently looking into this for you.

[Gliwmaeden2]

Charges are not removed from the bill as it can't be reissued. Instead, if anything is removed it's credited to your account so that it doesn't get taken by direct debit, or, if too late for that, can go towards the next bill(s) @LewisLumley 

So check in the details in My Account for any transaction history notes that indicate that they have applied a credit.

Otherwise, wait for staff to reach your thread after the Bank Holiday weekend.