TalkTalk re­fused to re­fund my bill

The Daily Telegraph - Your Money - - FRONT PAGE -

Last year we can­celled my mother’s ac­count with TalkTalk as she was mov­ing into a res­i­den­tial home.

We re­ceived a bill sum­mary with a credit bal­ance of £39.36, as a fur­ther di­rect debit had been taken out of her ac­count af­ter the can­cel­la­tion date.

Retriev­ing that sum is prov­ing as dif­fi­cult as get­ting blood out of a stone.

Can you please help? JAN­ICE SHARP, LEICS

You rang to re­quest the amount be paid back into your mother’s bank ac­count but were told you must give a pass­word.

The only per­son who knew of any pass­word would have been your father, who had died two years be­fore.

You ex­plained this and that your mother is 97 and very deaf.

That was all to no avail. TalkTalk still held on to this small amount of money.

At my sug­ges­tion you had writ­ten an­other let­ter to TalkTalk men­tion­ing my name to see if that would give wheels to the com­plaint.

A re­ply was sent to your mother’s house, rather than your ad­dress.

The first sen­tence re­ferred to your late grand­mother, who died 40 years ago.

You spoke to a man­ager, who was adamant again that TalkTalk could not help you with­out the pass­word.

She said she couldn’t even look at your mother’s ac­count to ver­ify what money was owed.

You spent about an hour on the phone go­ing over the same things with no progress be­ing made at all. This was, of course, im­mensely frus­trat­ing.

I then be­came di­rectly in­volved and 12 days later TalkTalk sent a cheque for £39.36 to your mother’s old home ad­dress and apol­o­gised for the in­con­ve­nience caused.

I prompted it to send flow­ers to you, which it did.

You say they were lovely, with well-phrased apolo­getic words.

You want to high­light this episode to stop any­one else be­ing sub­jected to such a rig­ma­role. you had started to rely on hav­ing this money.

A Capita spokesman said: “We sin­cerely apol­o­gise that the ser­vice we pro­vided fell short of the high stan­dard of cus­tomer ser­vice we strive to pro­vide.”

You have had a let­ter of apol­ogy, your pen­sion is now in or­der and you have had a full state­ment of fu­ture pay­ments.

I prompted Capita to pay some com­pen­sa­tion. This led to £300 be­ing paid to ad­dress in­ter­est lost due to the de­lay and in­clud­ing some­thing for good­will. This you have hap­pily ac­cepted.

Be­cause this took you into a new tax year, you say you now have a new emer­gency tax code to con­tend with. Capita has now paid an ex­tra £100 be­cause of this.

You hope this will all pro­vide a wake-up call to Capita in its deal­ings with clients in the fu­ture.

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