I've already been discussing this with an OCE on the TalkTalk forums and with telephone support as well but am getting absolutely nowhere.
Early last week my service was suspended due to non-payment. I didn't realise a DD had bounced but as soon as the restriction was applied I checked my account and paid the outstanding balance in it's entirety.
I spoke with customer services who confirmed the bar would be lifted within 24 hours. A few hours later my broadband was active. My phone was not - all outbound calls were diverted to the TalkTalk customer finance team.
I left it over 24 hours then rang TalkTalk. I then got bounced between customer finance, technical support, 2nd level technical support and customer services. None of whom could see anything wrong. I've repeated this every day, and am always promised it will be resolved within 24-48 hours, or that I will get a call back. Nothing yet.
Yesterday I had enough and tried to raise a proper complaint. Attempting to get through to the complaints department took many attempts - about 5 - due to my repeatedly being cut off. When I did get through they just transferred me to customer services and left it at that. No actual official complaint.
My next bill is due on the 28/12/2011 and a customer agent advised me that I would have to pay this before it would be reconnected. Customer finance disagreed.
An OCE has also told me that this is 'my fault' which effectively makes this punishment and that I am still liable to pay for the service I have not been receiving - presumably indefinitely.
I've emailed the CEO and will be posting a recorded copy of the email to her tomorrow, but obviously that is 5 days for a response, and who knows how long for an actual action, especially at this time of year.
I'm loathe to play the card but I have a severely disabled son and use my landline to make and receive calls for medical purposes - especially with regards to ordering supplies and emergency hospital calls and so on. A lot of these are 08 numbers and as such cost me a lot to call from my mobile (when I can get coverage out here!) so the landline was extremely useful.
Any input on where I can go from here is appreciated as at the moment TalkTalk can't even confirm that anything is wrong, let alone what they are going to do about it. It's getting to the point where I cancel the account and rejoin BT to get a working line and then argue about it later.
Edited by SBDJ (Thu 15-Dec-11 17:16:02)