Bad Customer Service

[Inkster]

I know some people are not happy with the Quality of customer service within NGD Studios,
but this company takes the biscuit If you are in the UK be aware of the following.
Our isp is Talktalk, last month they decided for some reason to try to take the payment of their
services out early, unfortunately, i had not had my wages deposited in the bank at the time.

The direct debit bounced due to lack of funds, incurring a charge for the returned direct debit.
The problem is, Talktalk claimed we were given sufficient time in informing us of the change to our
Bill date when their billing servers were in fact offline at the time. The customer advisor even checked
on the day for us and confirmed this, anyway, i paid the bill on card and was assured that the bank
charges would be compensated.

Today, i look at my bill to see not only have the charges NOT been refunded but also a Further amount added
for the returned bill.

On speaking to a Talktalk advisor today they agreed they had tried to take the payment early, they also
agreed that the billing servers were offline so there was no way of us knowing of the changes

But basically Tough, they dont refund bank charges even if they are their fault.

Do you think this is good customer service? I don't. My advise to any UK player - don't use talktalk

[Mattdoesrock]

My advise to any UK player - don't use talktalk

Sadly I'm with them too, they suck.

[Orimae]

Did they put these billing changes in writing to you? If yes, how much notice did you recieve? They can't just move the goalposts without proper notification, Trading Standards would have something to say about that...

You can contact your local citizens advice bureau and Trading Standards, and ask them how much notice they have to give you on these changes, you have to be given a reasonable amout of time to make sure you have funds in your account for payment of thier bill, tell TalkTalk you are doing this, also tell them you are seeking advice about the non refunded bank charges, do it in a slightly threataning tone, keep on them, tell them you will also be looking for all the call charges to them to be refunded aswell, thats if the calls to them aint free... they can be good at charging you to speak to certain departments and not be clear about pricing.. This can be a good deal of legwork, but if you let them away with it now, they will only try and screw you over again :(

My mum was with TalkTalk and had a shitload of problems with them too...she is now on Virgin Media, as was i before i left UK, they have a great service and they are good at dealing with problems.


I hope you get your money back Inkster. Good luck :)

[Inkster]

They did not put it in writing, they claimed today the changes were available on their billing website, which was off-line for a week for maintenance as confirmed by one of their customer service monkeys, were currently going through the ofcom complaints section. Were also stuck in a contract with them until Feb 2011 but after that we are going to change, Shame for us Mr Branson's isp isnt available here.

[Orimae]

That sucks, please, check here, see f they can do anything for you , keep on top of it, i hope it helps

http://www.citizensadvice.org.uk

http://www.tradingstandards.gov.uk


I hate it when these companies think they can do what they want, another thing, if you are outwith the contracted time of having to stay with that company , find another provider, i really recomend Virgin Media, great broadband and fonecalls, tv too at a good cost, they do some great deals.

Sorry, just re read post, a few more moths and you can ditch them, unless you can prove that they havent given you the service you were promised in thier contract, thus you will be free to leave without penalty

[Inkster]

Great thanks for your help, im not letting Talktalk get away with this at all, and also i just looked on the virgin website properly, seems we can get it after all even though were not in a fibre optic area

[Torg_Snowflake]

I'll let people now. Luckly I'm not with them.

[Syd_Vicious]

Usually with this sort of thing with my bank in the US, I can just submit a claim against the company for wrongful charges. The bank does an investigation, I get my money back, and the company at fault has to repay the bank.

I don't know if that sort of thing would work in the UK for your bank.

[Inkster]

The bank will not refund the charges thats pretty common here but the good news is ive been in touch with ofcom and othelo, the telecommunications governing bodies, and they have said i have a case to claim and they will be following this up on my behalf

[Orimae]

Great news!! good luck :)

[Bbillmatt]

As a talk talk user and personal friend to ink I agree Talk talk is probably the worst phone/broadband package in the UK I have been with them from the beginning and had nothing but hassle when you phone them you talk to some one in Delhi India Where half the time they don't understand what you try tell them and when given advise you cant understand them none of the customer service staff are English speaking and You never seem to get anywhere with them and problems never get sorted out
and your left with the problem still
One word to describe TalkTalk


CRAP

[Inkster]

Ello Bbill, heres an additional bit of info regarding them.

I phoned them recently to ask for an email to confirm they will not refund the owing amount,
they said they do not send emails out to their customers (ho ho). After the phone call i,
went to email their head office directly, and what was in my in box?
An email from the talktalk floor manager i spoke to asking how well he did, If i was to
put in This post how i replied, i doubt it would stay uncensored for very long xD

[Orimae]

Omg, really? lol?

Thats unbelievable... morons...

Hope you gave them hell ;)