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.

That's awful.

I don't use twitter but I'm fuming on your behalf and wishing you best of luck getting them to crawl and apologize.

I don't use twitter either but am having a go at setting one up - it's taking ages for everything to load for some reason. If I manage it I'll stick my name on here and retweet - are you using a hashtag for it?

I've retweeted too, am gobsmacked at the voicemail they left you. Disgusting.

Feak a hashtag?? wtaf is that?

Ophelia you know, it was far better that they did leave a message, now I have proof... twats!

I don't have twitter, and nor would I have a clue how to work it but if I get chance tomorrow, I shall try set an account up as in bed now and on my phone awaiting on the bloody neighbours dog to stop barking

How do you get followers though? Is it like Facebook?

Wishing you the best of luck. That reply from them is absolutely disgusting. Don't give up fighting!

I havent read the whole thread but I'm
for you.

You need to keep on with the complaint until it goes to 'deadlock' as in talk talk say look, we arent going to do what you ask, at which point you take this to ofcom.

I work in the telecoms industry, I speak to talk talk customers daily, this happens alot but that voice mail is the worse ive ever heard.

I may have missed it but was the rep convincing him to get a phone/bb package or switch providers? If it was a switch contact your current provider who will also log a miss sell complaint which goes to ofcom too.

Ok just read your other OP, call BT they will log notes onto the acct too.

You don't need to hash tag it to set a trend by the way.

Storm I really don't know tbh, Db said that he was told over and over again 'in 15 days you will change from BT to TalkTalk' so I presume its phone?

That is horrendous. I've never thought much of them to be honest, said as much in their survey last week.

They shouldn't be allowed to operate if that is how low they're willing to stoop.

Dh is going to call BT first thing and check that he isnt changing. Just in case TalkTalk are lying to me again

BT will be able to cancel the request from talk talk in this situation as it is a miss sell. Feel free to pm for more advice if you need it

"I wouldn't be surprised if a sales rep did forge your brother's signature - a double glazing salesman forged my MIL's on a credit agreement "

I wouldn't be surprised either. I used to work for a cable telecoms company and our sales staff were always doing this. They got a bonus if a customer signed up on DD, so they used to forge the signature to get the bonus. There were some truly shocking and illegal practicies going on.

OP, the sales dept do not give a damn if your db is vulnerable. All they are interested in is making sales. You need to go right to the top with this one.

I have re tweeted for you :)

I have retweeted too - your brother is very fortunate to have a sister like you. Talk talk need to clean up their act.

I tried to tweet mumsnet towers in the hope of spreading this around, but I cant see it? Any idea what I have done wrong this time

It might be worth linking to this thread in your tweets OP, so people who see it can read what happened in more detail? Just copy-paste the link to the thread into the tweet box, it'll shorten it automatically so it doesn't use up all your 140 characters.

TalkTalk are bloody awful.

I've retweeted for you too Hairy. I'm disgusted that TalkTalk have done this.

I tried to link this but it didnt seem to shorten it

Thanks again to everyone who has retweeted and/or posted in support, you are all wonderful.

Retweeted. I'm gobsmacked.

I was on your original thread OP. Am raging for uyou.

I would suggest tweet to watchdog too

I've had to comain to talk talk about a rep before and found them a terrible company. But my advice is;
1st: call BT and get them to log it as a complaint
2nd: complain to ofcom about this
3rd: is there a prominent relevant charity you can complain to about this
4th: write to your MP/Local councillor type person, they would probably be happy to get involved as it makes them look good and it will make it harder for talk talk to wriggle out of this
5th: write to watchdog
6th: write to your local paper (all these letters are variations on the same thing so not as much work as it sounds
7th: keep getting people to retweet what you've tweeted (I will do so after writing this)

Just to let you know talk talk are the most complained about telecoms provider. Part of this is because they use temporary sales reps who don't receive proper training (not that I am excusing the sales rep in this case just explaining their business practices)

I would also consider phoning back and keep asking to speak tp managers until you get to someone high up enough to deal with this.

Good luck and I really hope you get somewhere with this as it is completely disgusting and made me so angry reading this.

(Just a quick btw my complaint to talktalk was that one of their reps tried to sign my 94 year old deaf partially sighted neighbour up to them without even giving her any paperwork etc so I know where you are coming from. They don't need a signature the rep phones up the office and gives ur bank details over the phone to set up the dd, no paperwork changes hands. It is dodgy very very dodgy)

Val you have mail
Lizzie some great suggestions there, thank you. I have a busy morning tomorrow. Db wouldnt know where to find his bank details so I am sure that they couldnt have used them in anyway. Thats why I was originally convinced that he couldnt possibly have an agreement with TalkTalk. But the message says otherwise. Im so

The more I hear about the immoral sales tactics they use, the angrier I am getting.

Have retweeted for you.

Disgusted and outraged at their behaviour

Bumping for the morning crowd