Earlier this year, a friend of mine who lives alone, was experiencing difficulty with his TalkTalk account.
I contacted TalkTalk on his behalf and I must congratulate the customer service team as they immediately took ownership of the issue and contacted the customer to satisfactorily resolve the issue! Top marks!!!
That was back in May. He rang me this morning very upset as I understand, for about a week, all attempts to send email in the Webmail app are being blocked. He even tried to send me a test email to me which was also blocked. Incoming email is not affected.
Apparently he has being trying to resolve the issue himself via the digital assistant (Chatbot) for over 3 days but he's going round in circles. He also tells me he's having difficulty making contact over the phone.
Like before I contacted the helpful (so I thought) TalkTalk via private message will a simple request to call the customer to help him. I provided his email address, TalkTalk phone & mobile number. His full name, address and DOB was also provided.
I also advised that I live a few miles away and unable to visit the property. I also advised that TalkTalk should contact the customer direct as it's something the customer has to deal with personally as I'm not authorised to be involved.
Anyway, rather than passing the information to the phone team to contact him I'm faced with TalkTalk agents who are reluctant to assist. This is the last message I received from them:
"I understand your concerns and are willing to help but we do not use phones as resources on this platform, we do have a voice team that can be contacted. We can help on our end but we need them to be in contact as we require some details to complete the whole process"
This elderly customer is in a mess and all he needs is a call.
I've now rang the customer to say that despite my best efforts nobody from TalkTalk are willing to phone him.
