Hi All
Here is a copy of a conversation yesterday attempting to get sky sports/movies at their offer price without a ridiculous demand for an 'upfront payment' of £35, when we have been customers for over 3 years & pay by Direct Debit.
General Info | |
| Chat start time | Feb 13, 2016 9:38:50 AM EST |
| Chat end time | Feb 13, 2016 10:43:20 AM EST |
| Duration (actual chatting time) | 01:04:30 |
| Operator | Yaseen |
Chat Transcript |
| info: Hello, thank you for choosing TalkTalk’s live chat. One of our agents will be with you shortly. info: You are now through to Marjerie. How can I help you? Marjerie: Good afternoon, Heather. How can I help you today?
Heather *removed personal information* Marjerie: Thank you. Marjerie: How can I help you, Heather? Marjerie: I just want to check if everything is okay as I haven't received a response from my last post to you?
Heather Derrett: I have been a customer for some 3 years & pay by either DD or early payment to geet discount. I cancelled movies & sports yeaterday trying to take advantage of the 6 month offer for movies & sport. I thought it had worked but now I see it didn't. Heather Derrett: I have now tried to add these boosts but am being asked for an upfront payment of £35 - why??????? Marjerie: I see. So you are trying to get this 6 months discount for the TV Boosts through My Account however it is not letting you do it. Marjerie: Is that correct? Heather Derrett: read the rest Marjerie: The Upfront payment is needed as a proof that you will be able to pay the charge for the TV Boosts. Heather Derrett: I have been a customer for 3 years and have used boosts for much of that time. Have I ever failed to pay a bill???????? Marjerie: I understand your point. This upfront payment is not only applicable to you. This is applicable to all customers who want to add Boosts in their account. Marjerie: This is a new policy that we have. Heather Derrett: I think its disgusting & shows no loyalty to your customers, but if I don't pay you won't let me use the boosts. So basically it is blackmail for which I will be making a complaint. I wouldn't be surprised if you lose a lot of customers Marjerie: I'm sorry if you feel that way. If you would like to add this discounted boost, we can try having it added through our Loyalty Team. They can check if they can add it without you paying the upfront payment. If you would like to go ahead with the complaint, I can raise it in your account. Heather Derrett: yes please. how long will it take Marjerie: I need to get your details first so that I can log a complaint in your account. Marjerie: May I have your home phone number and full name please?
Heather Derrett: Heather *removed personal information* Marjerie: Thank you. Marjerie: For the security of your account, can you verify the 3rd and 6th character of your account password whenever you contact us please?
Heather Derrett: ** Marjerie: Thank you. Marjerie: Please bear with me while I am raising the complaint in your account. Do you have an alternate number that we can contact? Heather Derrett: just tell me how long you will be Marjerie: The callback will be within 8 working hours. I can also request for a time for the callback if you want. This is why I am asking for your contact number so that I can provide it to the manager. Marjerie: I just want to check if everything is okay as I haven't received a response from my last post to you?
Heather Derrett: thats far too long. I will pay your 'upfront charge' with great reluctance and will look at other providers like sky & virgin. This treatment of a loyal customer, also using your mobile phones, who has always paid on time is beyond belief & I will be placing this treatment on social web sites in the hope that many others cancel their contracts with you. Thank you for nothing! Marjerie: I am sorry to hear that you wish to cancel your services with us because of this reason. I can go ahead and get one of my colleagues from our loyalty team to help us regarding this just give me a minute so I can endorse your chat properly. Please stay online.
Heather Derrett: you have 10 minutes Marjerie: I am now referring you to them. info: Please wait while your chat is transferred to the appropriate group. info: You are now through to Yaseen. How can I help you? Yaseen: Hi, Heather. Yaseen: I understand you wish to cancel your contract. Heather Derrett: firstly read the notes of the conversation with marjerie Yaseen: Is that correct? Yaseen: May I ask have you added the boost already? Heather Derrett: not yet was about to most reluctantly pay your 'upfront charge' Yaseen: I understand. The upfront payment is not for the boost. the £35 is your monthly fee. Heather Derrett: ??? the fee is £20 for 6 months. I pay be Direct Debit & if you have read the notes will see I have been with you for 3 years. It STATES the £35 is for an 'upfront charge' would someone with a minimum of intelligence sort this out. If not I will be looking for a different provider Yaseen: I understand. As i have stated above. £35 is your monthly fee. That is not the once off charge. What i can do for you is I will be able to add this for you. free for the next 6 months. Yaseen: is that okay? Yaseen: Is* Heather Derrett: Breakdown the £35 Yaseen: That is £20 for your package and £10 for your fibre. Heather Derrett: + presumably £5 for the entertainment boost Yaseen: Yes, that is correct, Heather. Heather Derrett: I pay this by Direct Debit monthly, so why in attempting to add sky sports/movies for £20 per month for 6 months am I being asked to pay £35 'Upfront payment'? Yaseen: My apologies on that, heather. I will be able to add this for you without and upfront payment. Heather Derrett: + the £35 per month free for 6 months? Yaseen: Yes, that is correct. Heather Derrett: ok will the boosts be ready in the next 10 minutes or so? will you email me these terms as confirmation? Yaseen: The boost will go live within the next 24 to 48 hours. You will receive an e-mail confirmation of this. Heather Derrett: ok thank you. perhaps your long term loyal customers could be treated better in future or you will assuredly lose many. Yaseen: My apologies for the inconvenience. Please allow me a few moments whilst I prepare your terms and conditions for you. Heather Derrett: get the boost on quickly Yaseen: Your Sky Sports and movies Boost at the agreed monthly charge of free 1st 6 months>. "After this period, the standard price is £20'' "Your boost will be activated within the next 24 hours and you’ll receive a confirmation email " "There is a minimum commitment period of 30 days.
Yaseen: Do you agree to the above? Heather Derrett: yes if the boosts are on in the next hour Yaseen: Is there anything else that I can assist you with?
Heather Derrett: you haven't answered my last question Yaseen: How may I assist you further, Heather? Heather Derrett: please answer my question about the boosts being on in an hour? Yaseen: As I have mentioned above, Your boost will be activated within the next 24 hours.
Heather Derrett: very well Yaseen: My apologies on that. Yaseen: Is there anything else that I can assist you with?
Heather Derrett: send a copy of this lengthy conversation to me Yaseen: To save a copy of the chat transcript for future reference, all you will need to do is click on the “+” button at the bottom left of the chat window.
info: The chat transcript will be sent to: *removed personal information* at the end of your chat. Heather Derrett: thank you & goodbye Yaseen: Did you know that by using MyAccount you can manage your bills, payments, upgrades, and special offers online.
Heather Derrett: yes Yaseen: Thanks for taking the time to chat with me today, I hope you have been very satisfied with the service that I have provided.
They failed to install and now today have decided the offer lapsed.
In our chat this morning during which they simply refuse to answer questions and renage on their promises. I will add this content if we ever finish the chat which has gone on for over an hour.
Can anyone help. I have threatened to cancel my conract, we also use their mobile services.
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