Ofcom blasts TalkTalk for billing ex-customers

We spent months being harassed by TalkTalk (Tiscali) at the start of this year for money which we did not owe it. Three or four telephone calls a day from people we could hardly understand and who certainly didn’t appear able to understand us!
Then followed days/weeks of futile emails – it just sent round robin replies that did not apply. It suspended my email – when I queried it I was told it was due to a billing problem and not a technical problem. Billing kept confirming we did not owe them any money.
Despite all this AND having confirmation and endless names of people we had spoken to who assured us problem was resolved, the telephone calls demanding money continued. All kept maintaining it was caused by a ‘system error’.
Eventually we started receiving letters from debt collectors (who thankfully were far more efficient than TalkTalk/Tiscali – although that wouldn’t take much!).
After going round in circles for months I referred the matter to Otelo who adjudicated in our favour. It told me I would receive goodwill gesture payment within 28 days. Surprise, surprise it never came!
Further contact with Otelo resulted in letter this week from ‘High Level Complaints Executive’ at TalkTalk saying a cheque will arrive within 10 days…………….we’ll see!

I set up a new computer for my sister recently and because she had lost the Tiscali internet set up disc I tried to get a replacement. This proved to be very difficult. The TalkTalk website had links that did not work and the help line was of no help. My sister was unhappy with the service anyway and decided to change providers. TalkTalk cut off her service immediately despite saying they would not do so. Having read this report, I will now ask her to check carefully to ensure they do not continue to charge her.

My problem with Tiscali/Talktalk is the other way around! They have just sent me a cheque because I apparently cancelled my account; they did not say when. I had not cancelled. Furthermore they have not taken any money from my bank via DD for 3 months whilst I still enjoy the broadband and ‘phone service; which is reasonable value and generall okay. I spent approx 2 hours on the ‘phone, mostly on hold talking with billing and sales people who contradicted each other. The saga continues as I apparently have a free service and even a cheque for no reason!!

I had an identical problem with ongoing billing and threats when I cancelled my contract with Demon Internet – part of Thus PLC. The call centre in India was particularly unhelpful. Eventually it was resolved but after much hassle and stress for something so basic.

Danny,
We have had very similar problems – are you able to give me the contact name etc of complaints person?
This company is acting like charlatans!

I have also suffered at the hands of Tiscali (TalkTalk). I used to have a dial-up service provided by Tiscali and being in the depths of West Wales it was only recently that I was able to get broadband. Tiscali were adamant that my connection was unable to deal with broadband but BT said they could supple albeit that it would be at slower speeds. I agreed to the BT offer and had them connect me to broadband. This was in April and when my problems with Tiscali started.
I work overseas for long periods and when my wife called Tiscali they refused to deal with her as the account was in my name. As a side note she only managed to speak to someone after several calls and lengthy periods on hold at a cost of 10p per minute. I wrote to Tiscali asking them to either deal over the phone with my wife or cancel the service by my letter request. The Tiscali T&C’s require cancellation only by phone, don’t ask me why!
After many more calls and demands for money I asked my credit card company to stop paying the direct debit and recover any monies paid after the date of my letter. The card company were very helpful and did as I requested. Each time a new bill came in either my wife or I would call Tiscali to try and sort the problem, all to no avail and you can imagine the phone bill I managed to rack up calling from overseas.
Eventually, when home on leave, I managed to get through to Tiscali. A fairly heated conversation ensued but in the end I thought that the matter was resolved. You can imagine my surprise and annoyance when a week later I received a letter from a debt collection agency telling me I had to pay up or else! I contacted the agency and tried to explain my situation but they were singularly unimpressed and just kept telling me to call Tiscali. I did so and after another wait of 45 minutes managed to speak to a human. I was passed around the departments but finally thought that it had all been resolved and agreed to pay part of what they were demanding. This was a couple of months ago.
However, two weeks ago I received another demand, by letter, from Tiscali, stating that I still owed them for their service in June. They now claim that my service was not terminated until mid-June when I managed to get through on the phone. The battle continues!

TalkTalk Group – High Level Complaints Executive – Direct Tel line is 01438 765494 extn 6240.

Having accepted Talk Talk’s invitation to join them I decided it was not for me, having read of all the complaints and unreliability of their broadband service I found that they were offline for four hours which only confirmed my decision to cancel the order. What a palaver! They accepted my cancellation but on that very day they had submitted a direct debit to my bank and told BT to cut off my service. However, since then I have been pestered almost daily with welcome packs etc. I wrote and complained and today have received an apology. I have learned a hard lesson.

When such a level of incompetence is reached a mere threat to fine isn’t enough. Hit them where it hurts, otherwise they’ll carry on. Ofcom, just fine them, now! They’ve been given enough warning.