TalkTalk mobile prob, can yu advise me please?

[AuraTodd]

On August 22nd at 4.30pm I went into Car phone warehouse in Bournemouth to ask an sales assistant if he could ring up and ask for a PAC code, as my old one was wearing out and I wanted to upgrade to another handset. I had rang TalkTalk mobile previously asking if I could move my mobile phone bill to an upgraded handset, but I was told this could not happen.

 

When I got though the man at the end in the Indian call centre asked why I was leaving and I explained because my handset was wearing out, and I wanted to upgrade to a better handset through Carphone Warehouse.

 

He kept putting me on hold for long periods and when I asked for the PAC code I couldn't understand what he was saying so I had to ask him politely to repeat it.

 

I have borderline learning difficulties and find it hard to hear things. When he gave me a PAC code, the Car phone warehouse assistant said it was not correct.

 

The TalkTalk supervisor at the call centre kept insisting I hang up and call back again from my land line. This I couldn't do as I wasn't at home and it was a long journey back.

 

Eventually I was put on hold for over half an hour and never even heard back from them! It was 5.30pm closing time by the time we got anywhere, I feel this is not good enough for a service they promise to so many customers in the UK.

 

I feel I have been treated unfairly and this is appalling way to treat a customer. I will not be returning back to TalkTalk as the service which used to be very good and fallen considerably.

 

I am now worried that after my last bill has come out of my bank, that they will attempt to take more money at the end of the following month. How do I stop that please?

 

Please can you help me sort this please? And apology would be nice, but I am not holding my breath.

[locutus]

They cannot refuse your PAC. Send them an email to their CEO dido.harding@talktalkplc.com

[dreadpiratesteve]

As Locutus said, a PAC cannot be refused. It should be generated within 2 hours of the request.

 

I wonder if there was a confusion at the Talk Talk side between a PAC and PUK (2 different things).

[AuraTodd]

Thanks for that link locutus, i will not be returning to Talktalk. Will I have to put that to them in writing please?

[locutus]

Tell them you want your PAC. Tell them you also want to complain about the length of time you were on the phone and still no PAC.

 

Keep your message brief and to the point, and polite.