Squeezing blood from a stone would be the best way to describe my tussle with Talk Talk today!
Simple request really we have our phone via Talk Talk and have the anytime free UK calls boost on our account. This started off quite a few yers ago at £6.00 a month. That was fine when we used the landline phone quite a bit. The cost has now risen to £16.00 per month which is not worth it any longer for our usage.
I went on to the Talk Talk website and logged into our account, went to phone settings and package boosts which lists all the options with tick boxes agains which products you have. It used to simply be a case of ticking to add and unticking any options required or not as the case may be. Unfortunately there is a note on the site that says that this feature is temporarily not working at the moment and gives a phone number to ring if you want to make any changes.
I rang the number and got a pre recorded message to say that there were an excessive number of calls and the wait would be quite long. An alternative method of contact was given. Enter your mobile number and a text will be sent whereby you can sort the changes. OK, did that and sure enough I got my return text.
First thing was welcome and a request to enter all my details to prove I was the account holder.
Name
Full Address
Postcode
Email Address
Mobile Phone Number
Land Line number
Account number.
I entered all that and got a reply from the Fibre Team, they asked waht my problem was. I said I wanted to cancel my free UK Calls boost on the landline.
Sorry we cant do that as you are in the wrong department, you need Accounts and Customer Service. Can you transfer me? No.
Next text was the phone number I had called half an hour earlier that was mad busy!
Not doing that again so I went back on the website and down the Community Support route which after af ew selections I found telephone boost.. Selecting this just gave me information on what was available. No avenue there to make any changes. I did notice though that there was link to a chat facility so I opted for that.
First respondent was a robot fact gatherer. who wanted all the previously texted information again, despite being logged into my account!
It then gave me a selector for the various support sectors so i chose telehone and then boost settings. Next respondent was Charlotte, how can I help?
I would like to cancel my free UK calls boost please.
OK, let me check your account, can you please confirm your postcode and the last four digits of the bank account that you use for your direct debit.
Loosing the will to live by this point but I didn't weaken, I entered the required info.
OK it will take 3 to 4 minutes plese wait.......
Next text was an offer to keep the package but at half price!
No thanks I just want to cancel.
She then asked me why I wanted to cancel and added that calls would now cost 24p per minute if we used the phone and was I sure I still wanted to cancel.
I said the package was no laonger required as it is no longer economical with our usage of the landline.
She finaly gave in and shortly after confirmed that the boost had been cancelled, she also said that we would get a rverse payment of the charge for this month.
She then asked me if there was any way that they could improve the service.
I told her that it would have been a five minute job instead of an hour if their website was functioning properly.
I asked for a trancript so that I have proof of the cancellation and the rebate.
