Trying To Help Vulnerable Customer

[sprinter400]

Hi,

My friend, also with TalkTalk, has been locked out of his email & account for over a month. He has tried to reset his password but as there is no recovery email set up the automated system does not work. He has tried ringing TalkTalk customer service and after getting through, having been on hold for over 40 minutes, the issue was not addressed/resolved as they apparently was a language barrier. He can't use the chat service as he can't log into his account.

The customer is elderly and vulnerable and really needs to get back into his account/email.

If one of the TalkTalk moderators could kindly contact me I will provide his full TalkTalk contact details so you can contact him direct to help him finally resolve his issues.

I hope you can help

[sprinter400]

Okay, I'll do my best!

[kanya-TT]

Okay. So, we will need to escalate this for further investigation but to do that we will need to complete verification by asking some few security questions seeing that you are not the account holder. We will need to complete this on our private message section. 

Kanya

[sprinter400]

He's locked out of everything.

His ONLY avenue is your Customer Service Team who were unfortunately unable to assist.

I'm trying to do my bit to help but you really need to contact the customer direct on his TalkTalk landline to get clarification of everything first hand. If he's locked out of everything there is a possibility his email is being used maliciously.

[nambuso-TT]

Just to confirm does he have access to MyAccount?

[sprinter400]

He says not but what worries me he's of the type that potentially could be tricked by a scam call or email without realising it.

I don't know if this is relevant but I've since learned that when trying to reset his email password over a month he ended up resetting his TalkTalk account password instead. He wrote the password down and he says that actually worked for a day or two However, that stopped working too so something is definitely going on.

Whilst in his account he attempted to use the chat facility to try and reset his email password but the 'bot' was not helping. Hopefully, you should have a record of that chat and account password reset to aid your investigation. I also hope you'll be able to trace the call of when he originally rang your team to establish whether your customer service agent could have done more to help this poor chap.

[kanya-TT]

Okay Micheal. Thanks once again, did he mention anything about receiving a suspicious email that prompted him to click or do something? 

Kanya

[sprinter400]

Hi,

He uses webmail and has done for years.... he's so worried that he's been hacked as same password has always been used but no longer works and, like I said, there's no recovery email setup so he can't reset via that avenue. I'm sure you'll be able to check whether he has indeed been hacked as he personally has has no access for over a month.

[kanya-TT]

Hey there, Sprinter. Thank you for reaching out. We really appreciate you for helping your elderly friend. May I ask do you know how he accesses his emails? is via out TalkTalk webmail or by a client app email. 

Kanya