Quizzes & Puzzles3 mins ago
Talktalk
We've just been tucked up a treat by Talktalk. One month free trial - first payment to be made on 28th month. Except they called for the payment on the 9th of the month, two days after accepting the free trial offer and even before Talktalk Broadband was installed. Not enough money in our account, as we weren't expecting the payment to be called for, so we've also got �38 bank charges! Since Talktalk has been installed its 'gone down' twice and caused major problems to get it reinstalled. We intend cancelling (even before the end of the so called 'free trial'. To whom to we complain? The idiot at the call centre simply keeps saying we can call for the direct debit whenever we choose. We've requested a Supervisor (or someone at a higher level phones us) but, so far, nothing. Sorry for this rant!! We're SO cross and feel totally stupid for being so thoroughly taken in by these people.
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Under the Direct Debit Guarantee, the company has to notify you in advance of the date and amount of each payment.
If you dispute that the money was due (which it wasn't if you were still in a free trial period), you are entitled to obtain a refund of both the amount they took and the bank charges (as long as it was that transaction alone which pushed you over the limit).
As you already appear to have raised the issue directly with them with no success, you can get your bank to refund you directly by calling your branch or customer services line. They will then claim the money from Talk Talk.
As for complaining, the first step is to write them a letter. I suspect they won't give a stuff, but their response should include details of how to escalate the complaint to someone higher up, or to an independent resolution process if you want to take it further (although if you cease to be a customer, there may be little an independent adjudicator can achieve for you).
You can also submit details to Ofcom, the regulator, via their website: http://www.ofcom.org.uk/complain/internet/issu es/rude and click on "Submit customer monitoring survey form".
Although they won't get involved in the individual complaint (so you'll get no response from them about it), you will have recorded your dissatisfaction with them. If enough people do it, it should cause the regulator to take note, if not take action.
If you dispute that the money was due (which it wasn't if you were still in a free trial period), you are entitled to obtain a refund of both the amount they took and the bank charges (as long as it was that transaction alone which pushed you over the limit).
As you already appear to have raised the issue directly with them with no success, you can get your bank to refund you directly by calling your branch or customer services line. They will then claim the money from Talk Talk.
As for complaining, the first step is to write them a letter. I suspect they won't give a stuff, but their response should include details of how to escalate the complaint to someone higher up, or to an independent resolution process if you want to take it further (although if you cease to be a customer, there may be little an independent adjudicator can achieve for you).
You can also submit details to Ofcom, the regulator, via their website: http://www.ofcom.org.uk/complain/internet/issu es/rude and click on "Submit customer monitoring survey form".
Although they won't get involved in the individual complaint (so you'll get no response from them about it), you will have recorded your dissatisfaction with them. If enough people do it, it should cause the regulator to take note, if not take action.
I had huge huge problems with this horrible company which I can't bear to go into because just thinking about it makes me so so mad! I wrote several letters of complaint and the truth is they couldn't give a sh*t. I advise anyone to stay away from anything to do with the Carphone Warehouse they are lying scum! Anyway I would just phone and write to the top people and don't take no for an answer and involve Ofcom. Hope you have better luck than I did
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