Order N33336194
I would appreciate your help in resolving an issue with TalkTalk service.
On the 1st September I ordered a TV, fibre and Telephone service online as a long standing customer of BT. It appears at some stage in the order process an error occurred and the specific package I required was substituted for another, TV Essentials.
On receiving the pre-contractual information paperwork this issue was identified. I immediately contacted you customer service team on 5th September initially by email and then by telephone. I informed the operator of the issue and that I wished for the error to be corrected otherwise I would need to cancel the order, this is also detailed in emails your ref 150905-000807.
I was told that I could cancel the order, however they suggested that I continue with the order and to contact them once the service went live to change the specific TV/call package. I was unhappy that it could not be amended immediately and that it required me to contact TalkTalk again to rectify the error, but accepted the explanation and resolution with good faith.
Subsequently on the 5th September also made another call to the service centre to ensure the correct YouView plus box (recordable) would be sent out, this is also detailed in emails your ref 150905-000884. Again the operator confirmed the order could be change when my service went live, explaining it clearly and that the correct box would be sent out.
My service went live on the 18th September, I called the service centre and was told that the change could not be made as they had not been notified the service was live.
After receiving an email on 21st September to say my service was live, I called the service centre at 8pm and waited 30 minutes for an operator to answer after going through the automated call routing without success, I then forwarded an email your ref 150921-002534.
On the 23rd September I call your service centre and was told that the package could not be changed due to an error on my account, and that someone will contact me in 48 hours as the call was escalated. I was told that I could cancel my account however as I reminded the operator this would cause me to have not Phone, Internet or TV service.
Again I talked to your service centre on 25th September and was told that due to an error this could not be changed for 1 month and that it would be again escalated and that someone would contact me.
On the 27th September I sent yet another email your ref 150921-002534.
On the 28th September I received an email titled ‘Your package has been updated’ the email is raw HTML text which is not human readable. However I learnt that this is actually stated that I was losing my initial discount and the Entertainment Extra Boost.
I contacted your support team via online chat and was again assured that I would be receiving the TV Plus in 24 hours and that the Entertainment Extra Boost would be unable for 24 hours until this was updated.
Today I received a call from a ‘Manager’ that did not want to hear my complaint and told me I would not receive any TV service for 3 months. I was also to follow the instructions about returning the YouView box supplied. I explained that was totally unacceptable. The operator was rude and was only interested in stop my asking questions about why this was the case. I was offered free service for 3 months but no TV package, I told the operator I just wanted the service I had ordered for my family as I have cancelled my Sky TV service.
Ten minutes later I received a call for a customer service operator about my email correspondence, I was assured that she could update the package and resolve this, just before the call was disconnected mid conversation.
I have received an appalling level of service and feel I have been told anything to ensure I did not cancel my order. Irrespective of how or when an error occurred with the specific package order, you were notified of the issue once it was identified in the pre-contractual information paperwork on the day it was received. This is also covered by Consumer Contracts Regulations.
A method of resolution was agreed on 5th September which was not ideal, although acceptable.
As of today I have been told I will not receive any TV service for 3 months for no other reason than an error on my account. I have no confidence that your customer service centre are about to resolve this issue and that TalkTalk have any regard for their customers.
The service you should be supplying is TV Plus with Entertainment Extra Boost with the 3 and 6 months discounts offered, through a YouView Plus box.
I would like TalkTalk to supply the service promised, if this is not supplied within 14 days of receiving the service I will cancel and transfer my service back to BT. This will be made under the Consumer Contracts Regulations. TalkTalk is also in breach of our contract.
This should not be an unreasonable request. I have wasted many hours on the telephone and writing emails trying to resolve what should have been a simple issue to resolve.
Andrew