Being charged for three months free after upgrading

[enemyfire]

Upgraded to future fibre. Have it in black and white I won't be charged for the first three months. Ten house points to anyone who can guess what happened next?? Yup, they never bothered to update my account so I'm being charged. I was supposed to have a call from a complaint manager yesterday. Another ten house points??? You got it. Nothing. Zilch. Zip  No call. 

[enemyfire]

Could someone please sort this out. I've been charged for what should have been the last of my three free months. This has been going on since April now. I wish I had left. I actually despise this thieving company now. The people at the top, who just don't care about customers I mean  @Arne-TalkTalk 

[Gliwmaeden2]

I'll re-escalate this for you again, @enemyfire.

[enemyfire]

Hi, it's happened again. Another bill for a random amount with no explanation. This should be my third free month as promised when I upgraded. This has been going on since April now.. three days they said it would take to sort out, three months ago!! 

[Orangerizla]

The webchat agents ALWAYS lie.  my FF was 'installed' March 15th still not working.  the agent said on 2 occasions that they would arrange an engineer to come out.  You get 10 points for the correct answer. its a joke.  GL with your issues

[Arne-TalkTalk]

Its still being worked on. 

[enemyfire]

Thank you 🙂. Any word on when this might actually be sorted? 

[Arne-TalkTalk]

HI @enemyfire

Sorry that this is still ongoing. 

A credit has been raised against your account to clear the balance.

Regards

[Gliwmaeden2]

I'll flag this for staff to sort out again, @enemyfire. They are not on here at weekends. 

[enemyfire]

Hi again,

I've now received a email telling me they are taking approx £20 off me in a few days for my Fibre 65. I upgraded in April and this should be my second month free. Can someone please do something about this, it's a joke!! It's not fair that I have to keep chasing it when all I get are false promises that it will be sorted in a few days!! 

[Arne-TalkTalk]

I will chase this up for you.  

Hopefully it will be fixed soon, if the same thing happens next month, rather than call, post on this thread and I will  sort it for you. 

Sorry again. 

[enemyfire]

Yes it has, thank you. But they still haven't updated my account so the same thing will happen next month where I will have to beg them to refund me for my free months. Even the complain manager couldn't sort it. They just keep saying it will be another few days until the account updates, but it never does. 

[Arne-TalkTalk]

Hi enemyfire

A credit has been raised against your account. 

You can see this in the transaction history in My Account. 

Apologies for any inconvenience caused. 

[Gliwmaeden2]

Staff on the forum won't be back on here before Monday, @enemyfire.

There is a Complaints process detailed via the link at the foot of the page.

You can reach phone support on Saturday, Chat on any day after 9am,  but nothing further can be done through the forum before Monday. 

https://community.talktalk.co.uk/t5/Articles/Ways-of-contacting-us/ta-p/2230529

[enemyfire]

I have been charged today. This is money I can't afford to lose. Can someone from complaint management call me on please before I dispute the payment with my bank.

[enemyfire]

Can you give me timescale please? I've had quite a few webchat agents blatantly lie to me. ie a complaint will be raised for you. It takes three days. I'm just being fobbed off, over and over again... I wish I'd never stated with you.

[Arne-TalkTalk]

Thank you @enemyfire

I have removed your account details from the open community. 

I can see the problem, so will request the team responsible to fix it, once its fixed the 3 month discount will be applied. 

Sorry for any inconvenience caused 

[enemyfire]

** Removed for security**

[Arne-TalkTalk]

Hi @enemyfire

Can you add your account number to your community profile and I can look into this for you. 

Thank you.