TalkTalk won’t change my bills
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.