After my father first reporting the issues to Tiscali (now part of TalkTalk) on 11th March, and the complaint I sent to them on 12th April - the issue has been going round and round since then! Yep for a basic termination and explanation why they terminated the connection 5-days early, it took over 14 weeks to get redress!

This involved two support tickets to customer service, a complaint letter, escalation to OTELO (the OFCOM Ombudsperson), an email to the Chairman of TalkTalk/CarPhoneWarehouse group and my intervention! Ridiculous, hey?

Good Morning,

I have been forwarded a complaint email from the office of our CEO. I am very sorry that you are experiencing these issues.

One of my Team will be in touch shortly to investigate this matter further and bring it to a speedy resolution.

If in the meantime I can be of further assistance please do not hesitate to contact me directly.

Also I would be grateful if you could forward me some account details so I may look into this promptly.

I simply responded back very quickly, stating the following:

Dear Richard,

The details would be contained in the complaint letter published to Tiscali/TalkTalk in the attached file.

[website link now removed]

We are still looking at some level of compensation and more importantly ensuring that you call off the debt collection agency - who are awaiting an update from Tiscali - after you automatically passed the case to them, in error.

This matter has been extremely distressing to my father hence my intervention!

Richard then contacted me by phone, I put the case forward and requested £100 compensation on top of what they were offering, as follows:

• Final Bill to be adjusted and published to my father - with the pro-rated amount. Amount to be written off (approx £18).
• Mobile telephone cost of £24 to be refunded back, as part of compensation amount.
• Investigation of the various communications and the numerous failures to delivery the customer service and support to my father and myself.
• the debt collection case to be closed, with no further action (or letters) being take against my father.
• and the £100 compensation as I referenced before. He originally offer £50, I said this remained insulting, and that I was after £100 (I originally referenced that we had calculated £25 per business day for the case, amounting to £1400 as of COB Friday, 18th June).
• I also advised that the case remained at OTELO.

Just hope the actions by Richard will now close this matter for my father!!