Unbelievable tactics from Talk Talk

[hightail]

I'd been looking around at broadband deals and had to enter postcode and phone number on sites to see what was available. A couple of days later I got a call from Talk Talk. The sales guy claimed to have checked and confirmed I could sign up to their half price deal. I'm not on an 'unbundled' exchange so made a point of checking but was told it was no problem. I'm not overly surprised to find this was not true but it wasn't easy to get my order checked and the true costs verified. What is unforgivable is that the salesman made a big point of telling me not to worry what was quoted in any welcome correspondence as it would not be personalised to me and all discounts would be credited after the first bill. This would of course be after any cancellation period. They may advertise a 30 day no quibble cancellation policy but their sales team have a very sneaky method of ensuring the unwary are snared.

[BankFodder]

Ofcom’s investigation into TalkTalk and Tiscali UK has resulted in almost £2.5 million in refunds and good will payments after thousands of consumers were incorrectly billed for cancelled services. Ofcom opened an investigation into TalkTalk and Tiscali UK in July 2010 following complaints from over 1,000 consumers.

Both were issued with a legally-binding notification in November 2010 and set a deadline of 2 December 2010 to take steps to comply with telecoms rules which prohibit communications providers from billing customers for services that haven’t been provided.

TalkTalk and Tiscali UK were also required to remedy the breach of the regulations by the same date, for example, by paying refunds to affected customers.

 

http://consumers.ofcom.org.uk/2011/02/compensation-for-talktalk-and-tiscali-uk-customers/

[hightail]

I did check as I wasn't prepared to continue with anything I didn't have confirmed in writing and have cancelled before the start date. It means I can't make a complaint because I'm not a customer.

[Guest TalkTalk Offical Company Rep]

Hi hightail,

 

 

Can you confirm if you have any specific identifiable information for the sales agent in question, such as a name or ID number?

 

 

even as a non-customers we can still investigate and sales practice related complaints. Details on the Code of Conduct for Sales can be found on the TalkTalk Websit. If you feel a specific agent has not adhered to this and we can identify them we can look to take necessary actions to investigate into this issue.

 

 

With regards to the recent Ofcom fine there is a company statement in respect to this matter on the TT Website and the TalkTalk Members Forum

 

 

Regards

 

Mark

[locutus]

Mark, if you email admin@consumeractiongroup.co.uk and ask them to appoint you an official company rep, I'm sure they can work something out for you to get a green tag on here, then any TalkTalk questions and the regulars on here will point them in your direction.

[MARTIN3030]

"even as a non-customers we can still investigate and sales practice related complaints"

 

This is interesting to know.

[Guest TalkTalk Offical Company Rep]

Hi Martin,

 

If course in terms of sales practices non customers can complain. Likewise this also extends to marketing calls as when customers check availability on the TT website they can opt into marketing calls.

 

However if there is an issue with the practise of sales agents or the frequency of marketing contact of course we dont expect people have to sign up in order to raise a complaint. The Code of Practice is detailed on the TalkTalk Website and is accessible to anyone. This details the process to raise a complaint to us in writing. The Sales Compliance guidelines are also on the TT website so in the event anyone feels an attempted sale is not adhering to the guidelines as stated we can investigate into this.

 

Sales compliance is a very important factor in terms of complaints management and you needn’t be a customer of TalkTalk to have been contacted regarding a potential sale and wish to provide feedback on this.

 

I understand that such rights as a consumer should be irrespective of the service being offered, sales over the telephone must be in adherence to the Distance Selling regulations in addition to any other industry relevant practices (in the case of telecoms speed expectations is such an example). Should a consumer not feel these are adhered to of course they have a right to complain, both directly to the company and any regulators or ombudsman relevant to the issue

 

I hope this clarifies.

 

Regards

 

Mark

TalkTalk Online Community Executive

TalkTalk Online Community Department

TalkTalkplc

[suziebear67]

Im having trouble now talktalk are billing me for services they have not provided they failed to turn up to install on 28th march 13 and they are still sending me bills