on 02-04-2020 08:57 AM
I signed up to a new line with TalkTalk (new customer) through retentions over the phone (after two previous falied attempts) a week ago and due to be connected today by an engineer. The problem is that the offer I was given over the phone is not reflected in my welcome letter (It is a lot lot higher). The retentions chap who put it through said he had to create the account at the higher rate and would leave a note in the account notes for the next person who deals with it to adjust to the correct amount. He said this would happen with 48hrs and if I call talktalk I will be able to verify. I don't know if the letter I got with the wrong price was sent prior to the the price adjustment and I have no way of seeing if my price is correct online now because when I look in the "My Account" page just continually refreshes/loops showing no info. I also can't talk to talktalk over the phone now because of Coronavirus priorities. I need to verify that my account reflects the offer I was given. If it doesn't and talktalk are no longer honouring the price I was offered I obviously DO NOT want to proceed with the new contract/instillation. How can I verify what my monthly rate and setup cost is under the current constraints?
on 15-04-2020 09:17 AM
Hi simonritchie, in order to do more for you I need more information. I've sent you a personal message to get that information.
on 06-04-2020 10:51 AM
Attached is a photo of the welcome letter with the incorrect price. I have no written proof from TalkTalk / access to the note made by the retention's team so you this be sent to me please. If you are unable to do this then I can only assume talktalk do not intend to honour it and I would like to cancel the next contract immediately.
on 06-04-2020 10:25 AM
on 02-04-2020 01:18 PM
Hi @simonritchie I have passed this onto the team to pick up for you. We’re working through a very large queue with a reduced support team at the moment, but we’ll help as soon as we can. Thanks for your patience 😊