TalkTalk won’t change my bills

The Daily Telegraph - Your Money - - READERS’ LETTERS -

Please see a let­ter I have had from TalkTalk of­fer­ing me a new con­tract at £25.75 per month fol­low­ing the

ex­pi­ra­tion of my ear­lier

ac­count with Scot­tish Power was on­line with a di­rect debit from my bank.

After I had sub­mit­ted a num­ber of me­ter read­ings to Scot­tish Power it in­creased the di­rect debit sub­stan­tially. So much so that I be­gan to think it must be con­fus­ing the day and night rates.

I raised this with Scot­tish Power on three oc­ca­sions but was un­able to con­vince it. As a re­sult I changed sup­plier early this year. Scot­tish Power has now ac­cepted it had mis­charged and made me a re­pay­ment of £398 but I don’t think the fig­ure is cor­rect. Also, it has not con­firmed the fi­nal read­ing. The new sup­plier can­not bill me un­til it has this. For all the trou­ble I have been put to Scot­tish Power has only paid an ex gra­tia sum of £20. JB, MERSEY­SIDE one. I en­close my let­ter ac­cept­ing that of­fer a week later and ask­ing it to be ef­fec­tive im­me­di­ately. Also please find a copy of an email I sent to TalkTalk’s chief ex­ec­u­tive a month on point­ing out that it had charged me £36.95 for the fol­low­ing month. I have

The main is­sue was re­solved on the day I con­tacted Scot­tish Power. As you sus­pected, it billed you the wrong way around for day and night us­age.

It has re­funded a fur­ther £115 for the over­pay­ments and given £100 in ad­di­tion to the £20 for good­will.

This has taken about nine months to fully sort out.

You feel that it is very un­sat­is­fac­tory that you had to re­sort to ap­proach­ing the press over such a sim­ple mat­ter, al­though you are grate­ful for my in­ter­ven­tion. writ­ten to TalkTalk again and again by recorded de­liv­ery seek­ing con­fir­ma­tion of the new con­tract at £25.75 to no avail.

TalkTalk has given the im­pres­sion that it will stall and stall to pre­vent the new con­tract com­ing into force. PHILIP LATHAM, DEVON

re­ported this over the tele­phone three times now. The staff sound very sym­pa­thetic and are aware of the prob­lem, but it still has not been re­solved.

I log into my ac­count as nor­mal. It then dis­plays the to­tal value of the hold­ings, in­clud­ing cash, but it only shows three of my hold­ings. One on AIM is not dis­played al­though the value is in­cluded in the to­tal.

I can­not ac­cess the nor­mal chart­ing and de­tailed in­for­ma­tion on the com­pa­nies whose shares I hold, nor the reg­is­ter of cash trans­ac­tions. All this means I am un­able to deal from my own com­puter.

My browser is Chrome, on the old Win­dows XP op­er­at­ing sys­tem.

I have tried my wife’s lap­top (that uses Win­dows 10) After re­ceiv­ing your ac­cep­tance let­ter TalkTalk sent a re­quest for in­for­ma­tion which it said was nec­es­sary to com­ply with the data-pro­tec­tion reg­u­la­tions. Only when it had what it was ask­ing for could it switch you to the new pack­age.

You wrote say­ing that you were un­happy about this re­quest and ad­vis­ing that you would move provider if the change wasn’t pro­cessed within 14 days.

Fur­ther to my in­volve­ment you com­pleted the data-pro­tec­tion re­quire­ments over the phone and the pack­age was up­dated. I asked TalkTalk why it couldn’t have been done be­fore. I un­der­stand that if a cus­tomer con­tacts TalkTalk by a given method of com­mu­ni­ca­tion it will re­spond in the same way.

How­ever, as I had got in touch with it now (by phone and in writ­ing), to hurry things along, it over­rode this ar­range­ment and phoned you. Clearly if it could do this in these cir­cum­stances it could have done it for you, its cus­tomer, ear­lier.

and Smart In­vestor does work there, so it may be that Smart In­vestor is sim­ply no longer sup­ported by Win­dows XP.

I first thought this was a mi­nor glitch that would be quickly re­solved. Now I am se­ri­ously wor­ried.

By the way I pay Bar­clays a fat monthly fee for its on­line share­deal­ing plat­form. DH, ES­SEX

You are cor­rect that the is­sue sur­rounds your us­ing an old ver­sion of your browser.

A sys­tem change in July meant that some cus­tomers us­ing old­er­gen­er­a­tion browsers could not see their full port­fo­lio hold­ings on­line al­though all their hold­ings re­mained in their ac­count.

Clearly this will have

There was then a di­a­logue in which you were of­fered a dis­count for 12 months and free any­time calls for 18 months for £18.95 a month for the pack­age. The deal is bet­ter than the one you had been chas­ing and you ac­cepted this res­o­lu­tion along with the prom­ise that £16.10 would be cred­ited to your ac­count be­cause of over­charg­ing by TalkTalk over the pre­vi­ous two months.

A TalkTalk spokesman told me: “We take the se­cu­rity of our cus­tomers very se­ri­ously and re­quire the nec­es­sary in­for­ma­tion be­fore we can change a cus­tomer’s con­tract. We’re pleased to con­firm that Mr Latham’s pack­age has now been amended to his sat­is­fac­tion.”

Even so, the next month you re­ceived an email from TalkTalk no­ti­fy­ing you that your next bill due for pay­ment in 10 days’ time was to be £21.18. There was also no sign of the credit. I spoke to TalkTalk again. I un­der­stand or­ders for many dif­fer­ent rea­sons get stuck in the sys­tem and this hap­pened to yours. Your pre­mium is now as agreed with the ex­tra paid re­im­bursed and £30 paid for good­will.

been very dis­con­cert­ing. Bar­clays ad­vised cus­tomers who faced this prob­lem that they could re­solve it im­me­di­ately by up­dat­ing their browser. It says it re­stored ser­vices for the older browsers quickly and apol­o­gised to those cus­tomers who were in­con­ve­nienced. This was two days after I con­tacted it, al­though Bar­clays took a month to send me an ex­pla­na­tion.

Bar­clays says it is sorry it caused you con­cern. It has sent you £50.

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