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

[HairyPotter]

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 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.

[FeakAndWeeble]

That is sickening Hairy absolutely fucking sickening. What sort of an arse would even dream of leaving a message like that?! OK - so TalkTalk are going to reprimand the wanker who signed him up (arguably) in the first place - good - but are they going to do anything about the chump who thinks that googling cerebal palsy makes him an expert, over and above anything you may have told them about your brother's needs?

Are they just going to do nothing?

[HairyPotter]

It is worse listening to it rather than reading the text isn't it? I know have have said it before, but how stupid to you need to be to actually leave a message like that, knowing it can and will be replayed again and again?

First rep has been suspended but they go on to say he hasn't mis-sold anything. So, why the suspension?

Second agent is the subject of an internal investigation but not suspended.

They have no intention of telling me the outcome of these investigation. I am getting the impression that the are fed up with me

[FeakAndWeeble]

Oh well that's good, I'm glad they are investigating him.

Well done for fighting so hard for your DB Hairy, he's lucky to have you.

Have retweeted your tweets and sent them to TalkTalk and Watchdog just for good measure So they're probably equally fed up with me!

[diddl]

So, there wasn´t a contract?

OK-that´s good.

But that link OMFG-essentially saying he has googled & decided that the brother isn´t vulnerable-WTAF

Really, that recording-I can´t do what you´ve asked but hope it´s to your satisfaction??!!

Smug, arrogant twat.

[janetbb]

But what is the commercial relationship between Mumsnet and TalkTalk:

'In the Family Friendly Awards 2011, Mumsnetters gave us really helpful feedback on our family friendliness as a company and we've now launched a partnership with Mumsnet to build on this even further'.....

www.mumsnet.com/family-friendly/talktalk

[blueemerald]

Hairy Potter, I've just listened to your youtube link and, whilst I never doubted you for a moment, it made the whole situation seem much more "real". I've just played it to my mum and she wanted me to make sure you realised that this is the ace up your sleeve.

We had a similar situation with my brother's (Aspergers) special school. The Head wrote to us saying that it was 'unheard of' for students to get extra time or laptops in public exams. My mum cried when she read that letter. Until we realised it was the best thing they could have done. We appealed to the education authority and got everything we requested (including support for the other eligible students in his year but we had to threaten to go to the press for that). I believe it was only because we had that letter.

I would definitely push to find out the result of these 'internal investigations'.

Well done for fighting to protect people like our brothers.

[DottyWottyDooDah]

When DH and I (both University educated) had customer service issues with TalkTalk it took months of calls and letters to get the scamming bastards to rectify. Someone who has difficulty understanding or communicating would just have been walked all over by this amoral company who can't deliver a decent service.

OP well done on bringing their shambolic practices to light; your brother is lucky to have you (and all of MN) in his corner.

[DottyWottyDooDah]

Yes, talktalk (we know you're reading this) we ALL await the outcome of the investigation.

Are you the sort of company that lets your representatives behave this way? How do we know that this isn't common practice by your company?
What will you be doing to ensure that hard selling to vulnerable people and ignorant, incomplete complaint investigation with a side order of arrogance doesn't happen again?

[peggyblackett]

Hairy Potter, I've listened to your link and I'm utterly shocked. The transcript was bad enough, but the tone of his voice!

Well done for fighting your db's corner. My dd1 has profound CP and I hope my ds and dd2 fight her corner as well as you are fighting your db's. You're doing him proud.

I look forward to an update from talktalk.

[HairyPotter]

It was his tone that pissed me off too. as well as the crap he was spouting
As to the contract, it's pretty obvious listening to Ryan the twunt that he he thinks there is one. No proof though and I don't expect them to admit it even if there is one. Then they would be in even more trouble.

Is there any reason that I shouldn't be made aware of the outcome? I feel that as far they are concerned, this is the end of the matter. A donation to charity and they are off the hook.

Dotty I'm sure you are right and they are watching this thread. I would like an answer to the questions you have posed. I wait with baited breath.

I'm so grateful for everyone who has taken time to post, tweet and share their stories with me. TalkTalk are indeed ignorant bastards.

[LiquidAngel]

I'm gobsmacked. Cannot believe how disgustingly (is that a word?!) they've behaved. I know it's not much but I've linked this thread as a status on fb and will post on various groups I'm on too. Hope you get results soon

[motherinferior]

OK, you've contacted Mencap (I used to run the press office there); I would also contact Scope, and also the Equality and Human Rights Commission.

[HairyPotter]

Brilliant thanks Liquid the more bad publicity the better. Mother I did email Mencap but as yet they haven't been in touch. I will email Scope and Equalities commission tomorrow. Thanks for the info.

[fuzzypicklehead]

OP, I'm glad you got an apology and an offer of a donation to charity. But given the number of other people just on this thread, it would seem that hard-selling to vulnerable people is not restricted to this incident--loads of people have come up with similar reports.

I think talk talk and other companies who conduct phone or door to door sales should have training and policies in place to ensure that they are not giving the hard sell to vulnerable adults. I've worked with several vulnerable adults in the past who were sold services or entered into contracts over the phone who are just so happy to get a phone call that they'll chat for ages and agree to almost anything. It would happen almost on a weekly basis and then a support worker has to come along and try to untangle the whole mess.

So while an apology is a start, I would like to hear how Talk Talk plan to change their practices to avoid it happening in the future. That's worth talking to Mencap, Scope, and Jeremy Vine about.

[catloony]

As well as complaining to ofcom, I would also complain to ombudsmen-services if the CEO does not deal with this satiisfactorily. Ofcom can deal with complaints about a telecommunications company and mis-selling and conduct, what ofcom can't do is look at an specific individual complaint in detail. The ombudsmen services, which Talk Talk are signed up to can, you do however have to have been through talk talks complaint procdure first

[KittyFane1]

Are talk talk aware of this thread? Don't they have people trawling the Internet for negative publicity? Or do they not care about that either?

[edam]

If you are looking for media assistance, Moneybox on Radio 4 are v. good at taking up complaints about mis-selling - this sounds like just the sort of thing they expose.