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Written by Aaron Brigatti  
Tuesday, 22 June 2010

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!!

Received a response from TalkTalk confir
Written by abrigatti on 2010-06-22 11:51:46
Richard responded as follows: 
"Good Afternoon,  
Further to our conversation this afternoon, I am pleased that we have found a resolution to your fathers account issues. I would like to apologise for the protracted amount of time this issue has gone unresolved and for the shortcomings we highlighted in our conversation this morning.  
I have requested a payment of £100 to be processed by our billing team and this will be in your fathers account within 10 working days. I have also asked other areas of the business to investigate this account and feedback the root cause to me.  
This case has been closed at debt collection level and no further correspondence will be sent out relating to this account.  
Should you require any further assistance in this matter please do not hesitate to contact me directly. 
Richard "

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