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TalkTalk are ignorant bastards, come and hear what they have done to my sn brother

(243 Posts)
HairyPotter Thu 09-Aug-12 21:08:09

So last week my db was visited by a rep from TalkTalk thread here
I called customer complaints the next day and the lady I spoke to was well trained in handling stroppy customers. I explained calmly that my db had cerebral palsy and learning difficulties and that he was subjected to an unwanted sales pitch from the uninvited rep. She appeared shocked and was very sympathetic. I told her that I wanted an written apology, confirmation that as my db had not signed anything, that they would not be changing his BT account over and I also said that in my opinion, the rep should be reprimanded.

This is the message I came into tonight;

Im looking to get a hold of HairyPotter in regard to HairyPotters db being signed up to TalkTalk. I've got a note here saying that customer has cerebal palsy and was approached by a sales rep from TalkTalk. We have the ID number there and we have to call you on this number. You would like the rep to be reprimanded and a written apology from us. Now, what I can do for you is, I can promise you that the account won't go live, we'll keep any eye on it to make sure it closes down and you won't across to TalkTalk. What I can't do unfortunately is send you a written apology. I mean, I've had a look, cerebral palsy is a physical disability so without sounding harsh, the customer is not vulnerable to being sold something We will cancel it down for you, you are within your cooling off period but there will be no reprimanding of agents and there will be no apology letter, Ok, I hope this is to your satisfaction HairyPotter, if there is anything else contact us.

This is the message word for word, I shit you not! I have highlighted the most offensive part but the last part is highlighted because emphasis on the no.

I am beyond furious. How dare they decide that he is not vulnerable!! It is crystal clear the second you meet him angry but hey, he's had a look in a book.

They also denied that he had been signed up when I called, but the message makes it pretty clear that they did. I think they must have forged his signature because db is adamant he didn't sign anything.

So what next? I think I am too angry to call them back. I really want to make a fuss about they way they have treated him.

catgirl2012 Thu 09-Aug-12 21:11:07

Did you tell them he had learning difficulties as well as cerebal palsy?

Am not excusing them, its just my friend has cerebal palsy and is not "vulnerable" in this way and able to make her own purchasing decisions etc fine.

blueemerald Thu 09-Aug-12 21:11:49

I offered support on your other thread and am sickened by their response. I very rarely support people who say what I'm about to say but I would go to the press/BBC watchdog program. I am really furious for you and your family.

HairyPotter Thu 09-Aug-12 21:12:49

Yes, I made it very clear that he had learning difficulties. The rep would have been in no doubt when he scammed him. It is very very obvious.

catgirl2012 Thu 09-Aug-12 21:13:07

Sorry - re-read your OP and you did

They sound in need of some serious re-training

Hope it gets sorted

MrsKeithRichards Thu 09-Aug-12 21:15:34

That is shameful.

Cherriesarelovely Thu 09-Aug-12 21:15:53

Horrible, I feel really annoyed on behalf of you and your db. Don't leave it at that whatever you do OP.

HairyPotter Thu 09-Aug-12 21:17:05

Blue I remember you had a similar experience didn't you? I really thought they would apologise and that would have been the end of it. I am gobsmacked at their attitude.

saintmerryweather Thu 09-Aug-12 21:17:57

you really honestly think talktalk forged his signature?

Debeez Thu 09-Aug-12 21:20:54

Well you have the message recorded. Proof in your hand they signed up your DB. You can take this higher now. If you have the technology make a copy of the recording onto your computer and back it up. (Geek section may be able to help with this.)

Email back, don't phone if you don't want to (you'll be out of your comfort zone and that will make it harder for you), attach a copy of the recording. Write down names and times, the details you've told us here i.e it would have been clear to their rep that you brother shouldn't have been subjected to a sales pitch.

Hang on I'll try to find the CEO's name, you could send it to him and if that fails you could always try the ombudsman.

HairyPotter Thu 09-Aug-12 21:21:00

Saint I really don't know. He did not sign anything, but the message they left seems to imply that he has a contract. They talk about closing accounts and that he is within his cooling off perioid. To me that sounds like he has been signed up.

Debeez Thu 09-Aug-12 21:21:48

"you really honestly think talktalk forged his signature?" It's been done before, not sure if it was Talktalk but watchdog did a whole expose on a company doing just that.

HairyPotter Thu 09-Aug-12 21:23:46

Debeez, I have recorded the message on my phone. I tried emailing at first but because we don't have an account number it didn't go anywhere. I think it was just an automated system.

Debeez Thu 09-Aug-12 21:25:21

Dido Harding - - 0203 417 1000 grin

Tangointhenight Thu 09-Aug-12 21:25:25

Disgusting, whoever left that message is an ignorant fucker idiot.

Debeez Thu 09-Aug-12 21:26:36

Also Twiiter tends to ram a stick up some arses. Sorry to post a million times btw. Just really fucked me off what they've done.

TeamGlaikitBritain Thu 09-Aug-12 21:27:02

Oh Hairy sad

Complain in writing, send it recorded delivery. Request all the informauinf the hold o your brother under the data protection act. If they have forged his signature that is a serious offence.

I would take this as high as you can. Did the person who called you back leave a name? I would be hanging them out to dry too. Make a recording of the message too.

I'm so so angry for you. Bastarding talktalk.

And they have the cheek to use this site to pass out their surveys! I'm glad I was so scathing of them now.

How dare they say cp is only a physical disability!

HairyPotter Thu 09-Aug-12 21:28:11

Debeez that is great, thank you. Now, do I go to Watchdog or email him? I am really in the mood to kick up a massive fuss. Media might have more impact.

HairyPotter Thu 09-Aug-12 21:30:49

I can't work twitter sad I am far too dumb grin

WildWorld2004 Thu 09-Aug-12 21:31:52

WTF???!! I have heard that TalkTalk are the worst but this is way beyond that.

Do Not leave it like that. Do Not let them get away with it. Im not a fan of complaining to the press but in this case i think you should. (or bbc watchdog as someone else suggested as well).

They are fucking outrageous.

Debeez Thu 09-Aug-12 21:31:54

<Hoping someone with more knowledge comes along>

Erm, if it were me. I'd email directly to CEO and Tweet. Perhaps pasting in any organisations that you know deal with protecting the more vulnerable (correct term?!) from pushy sales people?

If it isn't dealt with go to media. Keep records. When you email I'd say I expect a response within X days otherwise I will take my complaint public.

That is if it were me though. I've never dealt with anything like this other than being the person who would discipline the sales people ( Yes I am ex door to door) and I would be hitting the roof with that staff member.

Debeez Thu 09-Aug-12 21:32:39

X Posts. Do you want some people to Tweet for you?

peggyblackett Thu 09-Aug-12 21:33:41

Oh HP sad

Glad you're going to cause a stink.

Might be worth contacting Mencap, they often pick up on these sorts of stories.

HairyPotter Thu 09-Aug-12 21:34:09

Thanks *Glakit, the little twat did not leave a name unsurprisingly or a number to call him back on. Probably a good idea not to mind you. I may not have been very polite.

PigeonPie Thu 09-Aug-12 21:34:46

I think this needs to be referred to OfCom as soon as possible

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