Talk Talk online chat, just now

Bit of background, I've got two contract phones with Talk Talk mobile, one for me, one for my wife. I pay for them by direct debit that comes out of my account at the end of the month. It's £15 for them both, but sometimes it's more if we go outside our tariff, so it's not a set amount that comes out each month, Talk Talk can adjust it accordingly. I had a query, so instead of ringing the call centre based in India, I thought I'd have a go at this on line chat thing. And yes, I am a lovely person.

Vivian S: Hi, thank you for contacting TalkTalk today, how can I help you?

You: Yesterday I received a letter from TalkTalk dated 7th November advising me that you had incorrectly credited my account with £10 and it would be added to my November bill. Fair enough, if that's what's happened, then fine. Today I received a letter from TalkTalk dated 8th November with big red letters stating “Reminder – Outstanding Balance £10” then in bold “payment must be made immediately.” Which is it? Are you adding £10 to my November bill or do you want it now? Also, don't send me red bills demanding immediate payment when you have only informed me of the problem the previous day and already come up with a solution. It's way out of order.

Vivian S: Okay, I understand your concern. For me to double check the information on your account, could you please state your name and mobile number?

You: James Brown **********

Vivian S: I'll be checking about your concern. Please give me a moment.

Vivian S: Just give me a few more moment here Mr. Brown while I'm checking your account.

You: OK

Vivian S: As I checked your bill for the month of November, included on this bill is the Reversal - Sign Up Promo Mobile for £10.00 and your current bill is £15.00. So, the total amount of your bill is £25.00. The minimum payment required is £10.00

You: Is that supposed to answer my question?

Vivian S: Mr. Brown, as you said awhile ago "a letter from TalkTalk dated 7th November advising me that you had incorrectly credited my account with £10 and it would be added to my November bill" that is correct. We do apologised for this to happen. That is why the £10 appeared on your bill for the month of November.

You: Yes, but, I didn't ask for an explanation of why the £10 was added to my bill. I trusted that was right. I queried why you then sent me a letter demanding £10 be paid immediately. Are you adding the £10 to my bill or do you want me to pay it now?

Vivian S: Okay, I understand your frustration. '

Vivian S: Just to explain Mr Brown, "debit was applied for previous overcredit during Aug/Sep period.'

Vivian S: Mr. Brown, previously we've sent you a letter explaining what happened on your account during the August-September period. It just so happen, that you have your current bill for this month of November. You need to settle the amount to avoid any inconvinience.

You: We're getting nowhere here are we. Forget everything else, just have a go at answering this one question: Are you adding the £10 to my November bill or do you want me to pay it immediately? Just have a go at that.

Vivian S: It was already added on you November bill, And since, November bill is already generated need to settle the amount.

You: You still haven't managed it. I'll have one last go. I have two letters from you. The first dated 7th November says you are adding £10 to my November bill. The second, dated 8th November is a red bill saying you want paying immediately. Which is it?

Vivian S: That letters we've sent you is just to remind you of your bill that needs to be settle. Your due date for your November bill is on November 25. And also, just to explain, your billing cycle is every 7th of each month.

You: You just can't do it can you. If I spend another second talking to you I shall go mad. I bid you farewell Vivian and wish you better luck in the future. I'll just assume that my direct debit with Talk Talk will cover the funds like it always has and never bother you again.

Vivian S: I'm so sorry Mr. Brown I'm just providing an information that I am seeing on your account. Is there anything else that I can be of help to you?

Vivian S: "Thanks for contacting TalkTalk today. Remember http://talktalk.co.uk/help is available 24/7 to help answer any questions you may have."

 

So in summary, just the same as phoning them up?

 

Talk Talk are the worst company I've ever had the misfortune of dealing with.

Internet stopped working after 3 months. Rang and reoprted problem. "We're trying our hardest to fix it".

3 more phone calls - still nowhere.

An hour long phone call trying to fix it from our end - no further. I ask for someone to come out "It's been passed up and engeneer will call to make an appointment".

6 phone calls later and after being hung up on by the customer service manager we cancel direct debit and the contract.

Then they take notice & start to threaten me with a contract termination fee of around £90 (£9.50 for ever month left on contract).

I tell them that section 2.9 of their contract states that "after an LR problem is reported to customer services we will try to fix it by midnight the second working day after the problem is reported" (what we're told to do after contacting Citizen's Advice Bureau) They haven't even tried to 3 weeks down the line.

They say we're liable to termination fees. I state section 2.9 of their contract again and say they themselves have nulled their own contract by breaking their own agreements and they're not getting another penny out of us. Apparently we will have to dispute the charges after letter has come through. I feel sorry for the person I have to have that conversation with.

Set of cnuts.

 

Always use "Saynoto0870" first to get the local number equivalent. Saves a fortune and they don't make any money out of your for the privilege of ringing them up to sort out a problem with their service.

 

I was just sat around on Saturday when the phone rang with an Indian guy from "Windows Support Team" telling me that I had a problem with my computer. I must have spent nearly 20 minutes winding him up and dropping big hints that my computer was running Linux before he realised and hung up on me. I wasn't actually anywhere near a computer at the time.

Next time I might go and stand in front of a window and see how long I can keep him on the phone...

 

Just shows the real value of outsourcing the chat to offshore centres really works.. Not.

This country is going to the dogs. First we had public industries that were privatised then when they couldn't compete with cheap imports, they shut down. WE lose the skill to produce as a nation. Along comes the technology boom and service industry to replace somewhat the manufacturing industries. Eventually they start to offshore activities for cheap labour, again we start to lose the skill. Eventually we are left with a nation of job seekers and benefit claimants, many put out of work by government policies be it Conservative, Labour or Condem..

You watch, next they will try to out source the government to another country... Whoops, already happening with the European union. Too late we no longer exist as a nation..

Following that, to earn your benefits people will be forced to look fof work in other countries as there will be nothing left to remove from this state. Meanwhile the country falls into another civil war as the jobless millions try to take back the country.

Maybe make a good book / film. lol.

 

I'm disappointed by the lack of James Brown lyrics in this thread, you should all be ashamed of yourselves.

 

I spend half of my working day dealing with colleagues in Inverness, Mumbai, Kolkata and Sao Paulo. I can actually understand most people now.

 

Talk Talk, were a very underrated band...Mark Hollis a great vocalist...

The phone company is *****, though...

 

Vodafone are really good with customer service.

They usually ring me once every couple of months to see if I want to change package or anything, but when I tell them no they're really friendly and don't bother with the hard sell.