Talktalk nightmare

A question about : Talktalk nightmare

Hiya MSE Community,

I renewed my contract with Talktalk on 2/2/15. I had sufficient funds in my Talktalk account to cover the cost of my new contract. I like to keep in credit so I have no possibility of Direct Debit overdrawn fees.

I spoke to a Talktalk representative who told me I still had to fill out my payment details as a 'formality' and my account would not be debited as I had sufficient existing funds on my account. I was also told that if I did not enter the payment details I would be liable to a Ј4.50 monthly charge. I include the transcript of my online chat with Talktalk customer service in India.

Nb: you is actually me.

'You: In my transaction history my balance is 187.66. In my account summary it still reads 146.66.
You: Again why am I being asked to debit my bank account when my balance covers the 180.36 value line rental payment?
VARUN: Always follow Transaction history as it is updated one however bill statement will update on month to month basis with new bill.
You: Again If I enter my bank details will my account be debitted despite the fact my balance covers the paymant?
VARUN: No, it will not.
VARUN: Till the time your account balance will become in positive figures.
You: Ok so I still have to fill out my bank details as a formality?
VARUN: Yes, to avoid non direct debit charges of 4.50 pounds every month.
You: What are these non-direct debit charges at Ј4.50 a month? I have not been told of these. Its academic anyway as my contract is free for the next eighteen months after value line rental?
VARUN: These are charges, if you not set up your DD details.'

Talktalk proceeded to debit my account to the tune of Ј180.36.

I have spent the last 10 days trying to get a refund. My account is now in credit to the sum of nearly Ј200. I have spoken to many call centre people in India and been reassured on many occasions that my refund is being processed. I have now spent in the region of Ј20 on calls to the India customer services department and have still not received a refund.

I truly do not know how to proceed. My account is currently in credit to the tune of nearly Ј200 despite my contract being paid and settled untill March 2016. I need to talk to a UK based customer service team. I have never experienced this level of total incompetence.

I would be truly grateful for any help at all.

Craig

Best answers:

• If they didn't have the authority to take the money you must contact your bank under the Direct Debit Guarantee https://www.directdebit.co.uk/DirectD...Guarantee.aspx
  Try TT again and choose the option that you wish to leave that usually gets you someone in the UK.
  Not sure why it cost you money to contact TT as they have freephone number or similar.
• Thanks for reply. I never use the landline for calls and don't even have a telephone to attach. I phoned their customer services on my mobile on the 02034415550 number as that is what is advised on their website. They do not have a freephone number for mobile clients.
  It has cost me Ј19.32 so far and the issue is not resolved.
  I have tried to contact the sales department which is the only apparent UK based portal.
  I will contact my bank in the morning and start applying pressure from that end. I cannot begin to describe how frustrating it is to deal with Talktalk customer services.
  I was previously pretty satisfied with the product I received from Talktalk and cannot understand why they will not simply reimburse their error. It just seems ridiculously hard to get a refund even when they patently took the funds in error.
  Why would I want to be nearly Ј200 in credit on my account for the next 12 months? Are they seriously expecting me to upgrade to fibre or some TV package after this kind of practice?
  I have full transcripts of all the instructions for payment. It is truly bewildering.
  Thanks again Jemma-T
• Can't help directly with your issue, but if it's cost you nearly Ј20 so far on your mobile, why not pick up something like this for your landline if it will enable free calls to TalkTalk. Will also do in an emergency if your mobile doesn't work for any reason.
• Deepest thanks for the sarcasm.
  Your suggested Argos handset would not enable 'free' calls with my Talktalk contract. It would incur further inflated costs as I have a simple broadband contract. I was obviously not aware how much it was costing me (after being on hold for a veritable epoch; over an hour in total) up to the point my Ј20 credit ran out on the mobile.
  Its hard to be an expert when you have no real knowledge of the finer nuances of 0870/0844/0204 numbers
  Thanks again for your kind, considered and indispensable advice.
• Glad you can revel so graphically in another member's ignorant misfortune! I came to this website for just the sort of information you have so candidly provided.
  Bowing is not necessary. I naturally defer to your supercilious tone.
  You obviously relish the 'gleaning'. I respect you for that and can tell you already covet your own prodigious talents. I shall buy a telephone forthwith.
  Thanks for your help.
• Thanks oldharryrocks. I appreciate that. I will call Talktalk on that number later. I was afraid of using the landline without a TalkTalk call plan. I cannot afford another major bill.
  I have just bought the telephone handset that mije1983 recommended from Argos. Ј5.99 for collection. Seems strange to buy a telephone to save money in order to complain about my telephone provider.
  Cheers.