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.

At last Talktalk have noticed this appalling con. Shame their company is so keen to exploit people with learning disabilities and employs people who think they are experts on disability because they've managed to google the words 'cerebral palsy'. WTF?

Just got in and checked up on this thread. Over the moon this is being taken seriously. Well done Hairy and MNHQ!

Sorry Fanjo I can't agree with that. As I have said over and over, I told the customer care lady several times that he has learning difficulties. The rep would have know instantly he had learning difficulties. I am not asking TalkTalk to determine whether he has learning difficulties, I am telling then he has!

I received an email from someone at TalkTalk to apologise and say they would investigate. By the time I could supply the required info (was at funeral until after 5) my reply pinged back from an automated system to say that the person I was dealing with would not now be back until 13/8.

A few minutes later, I received an email from the CEO Dido Harding. She apologised and said that it would be investigated asap. So pretty much the same email I received from a different person this morning.

So, not really any further forward.

Ah Hairy I wouldn't say that - you've had an email from the CEO. That's a good thing. If you hadn't done what you have - come on here, made it public, joined twitter, kicked off a stick - you'd likely have had no response at all yet (sad but true). You've done amazingly. For all you know Dido Harding was sat at the office waiting for your message before she could go home for the weekend

Wait and see what happens over the weekend.

Hope the funeral went as well as these things can do.

Ahem. Kicked off a stink.
Not a stick.
twat fingers

I know, you are right they are moving I suppose. If it wasn't for this fabulous nest of vipers, I doubt if i would have managed any of it. You are all fab

Hairy, things have happened, mnhq have kicked some butt to get something going, you, my dear, are a one woman crusade. Without you, who know how many other vulnerable people would be conned by these shysters(sp?).

You just need to sit tight til Monday, then see what that brings.

Well done for stink kicking! How rude, ignorant & crass of their sales team to behave in this manner. I hope you get a proper apology instead of one of those whiffling 'I'm sorry you feel this way but' rubbish

Well done on getting this far, I hope you are proud of what you have achieved so far. X x

I find it outrageous that a Talk Talk rep can simply google CP to decide whether an individual is considered a vulnerable adult. I am work with adults with learning disabilities and mental health issues which are considered vulnerable adults due to being over 18 and in receipt of secondary services, this is the definition of what a vulnerable adult is. One of the service users that I support constantly receives cold calls trying to sell her double glazing to new kitchens. We have repeatedly told these companies to take her off of their call lists and have registered with TPS but to no avail. I hope that your brother is doing well and that he receives the apology that he deserves. Good luck xxx

I have had yet another message from the rep from TalkTalk rep who has now identified himself as Ryan the twunt as well as a wholly unsatisfactory response from the CEO's assistant regarding the original sales rep. She will get back to me with regard to Ryan the twunt, as they have been able to identify he. Strange as the message he left me said he was aware of the complaint.

So have they just said that they know who the knobber was who left that stupid voicemail, and they're looking in to it?

Why would it take this long to identify the person who called you?

They are saying that the first rep didn't do anything wrong. He didn't notice any issues on meeting him but after he was in the house, he established him as vulnerable. The question of why it took in excess of 20 minutes of hard sell is still unanswered!

They are saying that they are still trying to identify the second one, he knows there has been a complaint because he told me.

Just read this thread.

I'm absolutely disgusted! What a patronising, arrogant little twat that rep was and what an appallingly ignorant message.

I hope you get this resolved to your satisfaction. x

Have followed you and retweeted.

Absolutely shocking behaviour from talktalk

Hi Hairy,
Any updates? I am still nagging them on twitter!

Well finally this afternoon they managed to identify Ryan the twunt he is the subject of an internal investigation, but they will not reveal the outcome.

They are now saying that db was never signed up for anything and as such there was no mis-selling of products, although they are looking into the agents conduct.

They have apologised for the upset this has caused db and myself and have offered to make a donation to his chosen charity.

I think this is as good as it gets tbh. I am still very tempted to link to the actual message Ryan the twunt left me. I am incredulous that anyone in their right mind would leave something so stupid.

Thanks to everyone who posted support in here and on twitter, I can't tell you how fabulous you all were. I would have got nowhere without you all

If anyone does want to hear it, I will edit out db's name and put up a link

I think you should post it!

Agree you should post it!

Arghhhhh! Flickr is being crap tonight I have tried uploading it 6 times now and it won't work. I do have the original one with my name and db's name and very wonky camera work.

I might try and find another app to try and load it from. I am such a technophobe.

You should most definitely post the message (and the second message!) more for the fact that they are offensive and an example of how far some companies are willing to go to make a sale. Whilst it's not representative of the entirety of TalkTalk, it's an example of what could happen to anybody, and may ensure that TalkTalk, along with other companies, get their acts together and up their training!

I still think you should report it to the police. Why? You suspect that they forged your brother's signature, that's fraud and he was targeted because he was disabled, that's a disability hate crime of sorts. But worst of all, given your earlier verbatim reports, the company was trying to it cover uP and saying he never signed up. well what was that ther person going to cancel then? Do you really trust Talk talk to police themselves? Given what you've said so far, I wouldn't!

We should all share these threads on facebook if you agree Hairy. It is absolutely appalling behaviour and these companies time and time again seem to feel that any financial savings should be made by not delivering decent customer service. My heart goes out to you all x

I am astounded at the tone of that email. It is incredible that this is the response to a customer complaint - arrogant and patronising.

Good for you, Hairy, for pursuing this. Hope your brother is feeling a bit better about the situation now.