Complaints

[Landline2]

Hi,

I have two complaint references (CMP...) which are both related to an attempt to get full fibre which failed and then reverting to a landline with Fibre 65. They are both logged against the same Account number which Customer Relations recognise but they cannot find one of the complaints, no 'footprint' apparently (it goes back 8 weeks) they have found the other but no resolution.

I am stuck in this circle of them saying they can't find the complaint and unless I can give them the Account No which they have and quote it there is nothing they can do. Weird but typical of the appalling service I have encountered every step of dealing with them so far.  The Complaints were raised on the text service is there are a chance that they can't see the texts in Customer Relations for some reason? Talk Talk closed the above complaint without reference to me, so maybe that's the other reason Customer Relations can't see it? 

I'm mystified how anybody sorts anything with Talk Talk. Before this issue I have had 8 trouble free years with Talk Talk but never had a new installation from them before, that's where the problems started...

Thanks

Landline2

PS - this is my first post so probably in the wrong forum etc. Sorry! 

[Chris-TalkTalk]

That's great news Landline2, thanks for letting us know

Chris

[Landline2]

Hi All,

Update: Complaint closed and sorted by the CEOs office.

In my view that is the only route that offered any hope for the Customer in the impenetrable Talk Talk processes . I can't advise how you get them to look at the issue as there is no obvious route in but Chris on this forum was very helpful and managed to cut through some of the process nonsense. 

Anyway, onwards to more important things.

Landline2  

[Landline2]

Hi all,

Just a quick up date on my complaint(s).

Chris helpfully found out a call was scheduled for today between 10-12am for Talk Talk Complaints to call me. They didn't call of course so I am no further forward. They won't be particularly bothered as having closed my original complaint without my agreement and opened a new one they still have a couple of weeks of the eight they have left to sort this before we go to an independent arbitrator.

Talk Talk Customer Relations / Complaints are hopeless and wade through so much process nothing positive ever happens. Open Reach sorted the Installation problems in days in comparison.  

Landline2 

[Chris-TalkTalk]

Hi Landline2,

I've replied to your PM

Chris

[Landline2]

Just a quick update to my original post. Chris has helpfully looked into it for me. It appears my original complaint which goes back over 8 weeks was closed by Talk Talk without any reference to me and a later one opened covering the previous issues and the new ones. Whether intentional or not that has reset the complaint timescales which is convenient for Talk Talk but not for me (the Customer).

Apparently I am due a callback on the 28th by the new complaint manager who wasn't involved with the original complaint as she covers Landline / Fibre65 install and the original was full fibre installation that didn't work. I know what will happen she will claim no knowledge of the original complaint but we shall see on the 28th.

Meanwhile Open Reach have sorted their issues in a quick, friendly and no hassle manner quite a contrast to Talk Talk who have been dreadful. Never thought I would praise Open Reach but in contrast to Talk Talk they are amazing!

Landline2  

[Chris-TalkTalk]

Hi Landline2,

I've sent you a PM to confirm some details so that we can look into this further

Chris

[Landline2]

I would talk to the complaints managers Jeff and Lungi regularly, one closed the complaint without resolution. The other referred me off to BT Openreach BTPLClaims@dwf.law which was wrong. Openreach have been flexible and responsive and sorted their part of the problem already.

Meanwhile Talk Talk Customer Relations just keep sending e mails and don't speak, saying they can't find one CMP referenced complaint and passed me back to the original complaint manager on the other who hasn't contacted me either. 0/10 for customer service or helpfulness so far. 

Landline2 

[Chris-TalkTalk]

Hi Landline2,

Could I just ask, have you spoken to anyone recently about the complaint?

Chris

[ferguson]

The phone number will be fine. The team will respond as soon as they can when they are back online tomorrow. 

[Landline2]

Many Thanks for helpful tip.

Managed to get my Talk Talk phone number in, but the wizard won't move to Account No for some reason.. (on Laptop not a mobile phone).

Hopefully the phone is enough ID as I think you said and/or but bet it won't be for TT!😐

[ferguson]

Don't worry about being in the wrong place for now. If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.