My feed
Premium

Please
or
to access all these features

MNHQ have commented on this thread

AIBU?

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

242 replies

HairyPotter · 09/08/2012 21:08

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.

OP posts:
Report
catgirl2012 · 09/08/2012 21:11

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.

Report
blueemerald · 09/08/2012 21:11

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.

Report
HairyPotter · 09/08/2012 21:12

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.

OP posts:
Report
catgirl2012 · 09/08/2012 21:13

Sorry - re-read your OP and you did

They sound in need of some serious re-training

Hope it gets sorted

Report
MrsKeithRichards · 09/08/2012 21:15

That is shameful.

Report
Cherriesarelovely · 09/08/2012 21:15

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

Report
HairyPotter · 09/08/2012 21:17

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.

OP posts:
Report
saintmerryweather · 09/08/2012 21:17

you really honestly think talktalk forged his signature?

Report
Debeez · 09/08/2012 21:20

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.

Report
HairyPotter · 09/08/2012 21:21

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.

OP posts:
Report
Debeez · 09/08/2012 21:21

"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.

Report
HairyPotter · 09/08/2012 21:23

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.

OP posts:
Report
Debeez · 09/08/2012 21:25

Dido Harding - [email protected] - 0203 417 1000 Grin

Report
Tangointhenight · 09/08/2012 21:25

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

Report
Debeez · 09/08/2012 21:26

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.

Report
TeamGlaikitBritain · 09/08/2012 21:27

Oh Hairy :(

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!

Report
HairyPotter · 09/08/2012 21:28

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.

OP posts:
Report
HairyPotter · 09/08/2012 21:30

I can't work twitter Sad I am far too dumb Grin

OP posts:
Report
WildWorld2004 · 09/08/2012 21:31

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.

Report
Debeez · 09/08/2012 21:31


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.
Report
Debeez · 09/08/2012 21:32

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

Report
peggyblackett · 09/08/2012 21:33

Oh HP :(

Glad you're going to cause a stink.

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

Report

Newsletters you might like

Discover Exclusive Savings!

Sign up to our Money Saver newsletter now and receive exclusive deals and hot tips on where to find the biggest online bargains, tailored just for Mumsnetters.

Log in to update your newsletter preferences.

You've subscribed!

Parent-Approved Gems Await!

Subscribe to our weekly Swears By newsletter and receive handpicked recommendations for parents, by parents, every Sunday.

Log in to update your newsletter preferences.

You've subscribed!

HairyPotter · 09/08/2012 21:34

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.

OP posts:
Report
PigeonPie · 09/08/2012 21:34

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

Report
nannyl · 09/08/2012 21:35

OMG

that is discusting

are talk talk carphone warehouse? if so email charles dunstone (i think thats his name) direct

I did (when i had about 17 faulty phones in a row and wasnt getting anywhere) and I got a personal call from the man himself, a new phone, min wage for my time and 40p per mile for each and every trip i made taking back the faulty phones.

Going right to the top worked for me (and also got 2 of their rudest staff members, well deserved formal warnings)

Report
Please create an account

To comment on this thread you need to create a Mumsnet account.