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.
MNHQ have commented on this thread
AIBU?
TalkTalk are ignorant bastards, come and hear what they have done to my sn brother
HairyPotter · 09/08/2012 21:08
At last! I think I have managed to do it.
Would love to know other views. Everyone who has heard it is always horrified but they all know db and his situation. Is it as bad as I and everyone else think?
Still not sure why he says there was an account and the pa to the CEO says there isn't
I know I didn't quite manage to edit out my name at the end but I'm past caring now tbh, so if you could pretend you didn't hear it, that would be great
I know the quality was rubbish 
it was left on my ancient home phone, I had to record it onto my iPhone then upload to YouTube. On the plus side, it only took me two hours
Volume was fine When I turned my speakers up really loud
That guy is so.... Well I'm not sure I am put it politely enough on here. Hope he gets reprimanded!
I think until you hear it, you can't appreciate how gleeful he seems to be about refusing an apology.
What a wonderful person to have working in customer care/complaints 
Xpost. They are saying there was no contract so I don't know how I can prove anything. Db says he didn't sign anything and the rep says he didn't sign him up. Ryan the twunt says differently, and then CEO denies it again.
I will send ofcom my original email and chase up Mencap tomorrow though. I am that TalkTalk will not let me know the outcome of Ryan the twunt's investigation.
Paula they really are bastards aren't they? Your poor uncle 
I can imagine only too well how distressed he must have been. Well done you though for fighting for him.
I've just listened to that call hairy and I'm gobsmacked. Utterly stunned. To gleefully state there will be no staff reprimand and no written apology and then have the gall to say 'i hope this is to your satisfaction !!!!!! I hope you take this as far as you can, that is just appalling.
They are BASTARDS, my mum is SN and they cold called her and sighned her up 9even though she isnt allowed a bank account) Then send courst summons' because money hadnt left her account, they cut her off, she couldnt fathom the computer on the phone- I hate them with a passion and Im so sorry to hear it has happened to others too.
I've been following this thread from the start, but I didn't reply as I am in Australia and didn't feel I could help, being overseas and having no Twitter.
But I had to reply after listening to that message.
It was difficult for me to understand the words because of the accent, but trust me, I understood the tone!!! H
e sounded like a fucking smartass who thought you were being a bother, and the way he said 'I hope this is to your satisfaction?!?' It just reeked of smug sarcasm.
Fucking pig!
That is shocking
I would think Watchdog would be interested to hear that...
This does not surprise me at all. I once worked in the sales team of talk talk, it was an awful job but I needed the money. They would cut loads of corners and didn't really care about customers, just the sales.
I remember my first sale, I got through to an old man that must have had some sort of learning difficulty as it was v obvious from speaking to him that he didn't have a clue what I was saying. Anyway, I was being listened in to by a supervisor and was getting a lot of pressure to make the sale with this man, it was sooo uncomfortable. I made the sale, hung up and started to ask if that was really an ok thing to do seen as you could tell he had SN, the supervisor couldn't give a shit about the man and said as long as he's agreed to the legal mumbo jumbo it's fine.
It sat on my conscience for a couple of days until I rang the man back and got through to his carer. They had no idea the account had been set up. Anyway, i closed the account down and apologised as many times as i could, I didn't know management were listening and I got 2 disciplinary meetings and was suspended from work for a while, all because I did the right thing in closing the account! Apparently morals have nothing to do with making a sale!
Broody I am for the treatment your poor mum has received from these tossers! It clearly is far more common than even I realised. Tall , your story is shocking. Well done on having the strength to stand up to these unscrupulous bastards. Out of interest, what did they actually say in your disciplinary meeting? That is is absolutely fine to screw over vulnerable people as long as they have made a sale?
Re Jeremy Vine, there is a huge part of me that would love to see Ryan the twunt's message broadcast to the nation . My only worry is that TalkTalk have now apologised. Should that matter? Or is the fact that it was left at all?
It shouldnt matter as he isnt the first vulnerable person and he isn`t going to be the last [sadly] :(
I have a son with SN and worry about things like this all the time. You do what you need to do....apologies can be hollow!
Well done hairy xxx
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I have put a link to this thread and therefore the recording on twitter. If anyone would like to share it, I would be very grateful. It's had 80 hits so far
T0lk its a constant worry isn't it? The world is littered with people who will take advantage of others
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