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.

[FermezLaBouche]

*semi-literate, Bugger! :)

[peggyblackett]

I'm Twitter illiterate, but I see Mencap have a twitter feed - can you tweet that maybe and light the blue touchpaper?

Also it might be worth contacting India Knight at the Sunday Times. She has a dd with SN and has always been proactive in highlighting crap treatment of people with SN to the media.

[HairyPotter]

How does this sound?

My brother has Cerebral Palsy and learning difficulties. He lives alone with support from carers as well as my husband and myself. His condition is very obvious on meeting him.


He was at home alone on Thursday 2nd August 2012 when a representative from TalkTalk knocked on his door. My brother was then subjected to a high pressure sales pitch from this rep. He said several times that he was unable to deal with such matters and he would need to speak to me or my husband. This was disregarded and the pitch continued.


My husband went to check on my brother as usual a short time later to find him in a very distressed state. Although he did not sign anything, the rep said several times to him 'In 15 days you will no longer be with BT you will change to TalkTalk.' He is extremely upset and does not understand what is happening.
My husband decided to try and find the rep to clarify the situation. When he found him he asked for his name and id number in order to report him, he was very cocky and said he had not done anything wrong and only left some details. He did provide the details asked for as well as a false telephone number.


My husband reassured my brother that the was no contract in place as this was confirmed by the rep. Due to his learning difficulties, my brother doesn't not believe this though as the rep kept telling him he would be changing in 15 days. He is very confused and distressed.
I called TalkTalk customer care and spoke to an agent who took all my details and appeared shocked at what had happened. I made it very clear that my brother had learning difficulties as well as CP. I also explained the effect this has had on him. She did a search on his address and said there was no record of any activity on it. She said she would 'keep an eye in it though, just in case something did show up in the next few days.' I asked her for written confirmation that he did not have an account in order to show my brother to try and reassure him. I also asked that the rep be reprimanded and a written apology would be required. She agreed with my request and told me that my complaint would be sent to the relevant department.


I came home from work yesterday to a message from TalkTalk. This is the message word for word;

Im looking to get a hold of Mrs in regard to Mrs xxx's brother being signed up to TalkTalk. I've got a note here saying that customer has cerebral 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 go 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 Mrs if there is anything else contact us.

I wish to add his tone was arrogant and cocky. I am unclear how he was able to judge my brother's difficulties better than medical professionals. I also believe that the above message makes it clear that, my brother was indeed signed up to a contract without consent.



I am disgusted at the attitude shown by TalkTalk and would welcome a response.


Yours Sincerely
HairyPotter

Im going to trawl internet for any relevant oganisations to send it. Any thoughts or suggestions?

[TeamGlaikitBritain]

Talktalk have responded hairy aski g for you to complete a form. I really hope you get somewhere.

[TeamGlaikitBritain]

Good letter too.:)

[StellaAndFries]

I've retweeted too.

[HairyPotter]

Have replied saying that as I have already completed two forms with no response I will not be filling in a third one. Off to read thread now for emaill addresses

[libelulle]

Hairy that's a great letter

[TeamGlaikitBritain]

Ha ha, no more forms! Love it hairy. Does the equalities commission cover this type of thing?

[RebeccaAdlingtonMumsnet]

You may know we are currently working with TalkTalk.
So we've been in touch with them and our contact there has asked us to post the below:

'Firstly, we want to apologise for your and your brother's experience and how this was handled. We understand that this has been really upsetting for you and we are sorry for that.'

'We are committed to providing the best service possible for our customers, and as such, would like to try to resolve this issue for you and your brother.'

'We have asked MNHQ to email you to get your contact details and any reference details you have relating to the case - they will pass this on to us and we will get this investigated immediately.'

'Again, we are sorry that you have had to escalate this.'



HairyPotter, we will be mailing you shortly from MNHQ.

[HairyPotter]

Thanks Rebecca, I have replied to it.

I have sent a copy of the email to;

Dido Harding CEO TalkTalk
Watchdog
Mencap
My national newspaper (or one of them at least)
My local paper
My local councillor.

Anyone else I may have missed?

[FeakAndWeeble]

I'm on there, I'm FeakLeWeeble, I have no idea what I'm doing so if someone could tweet me then I'll retweet it!

[BrittaPerry]

Power of Mumsnet strikes again! :-)

[Tiredmumno1]

Oh good progress well done everyone, OP you have done great

[FeakAndWeeble]

I have retweeted! I think! Don't know what the fuck I'm doing

Hairy have they contacted you yet? Other than asking you to complete more forms?

[HairyPotter]

Nope, no response from TalkTalk. I have had an email from local paper though.

Got a funeral this afternoon so fingers crossed by the time I get back there should be something.

I know I keep saying this, but thank you all. Your support is greatly appreciated.

[TeamGlaikitBritain]

:) and to think this could have all been avoided if the twunt who called you just had an ounce of common sense and a bit more humanity.

[HairyPotter]

Glakit that's so true. All I wanted was an apology. They had their chance to do the right thing and didn't.

[nannyl]

Go Hairy

am delighted to here that you are taking this further

[peggyblackett]

Sorry to hear you have a funeral to go to Hairy :(

What about Scope if your db has CP?

[fantasticfanjo]

To be fair it would be very difficult (due to the physical symptoms) for the untrained or inexperienced to determine whether or not a person with CP also has learning disability.

I come into daily contact with people who have CP,some also have a learning disability others don't and I can honestly I really wouldn't like to be in the position of trying to determine a diagnosis without a full medical history !!

I can imagine the AIBU "My DB/DS/DD has CP and such and such a company is refusing to let him sign up for a service just because they assume he also has a learning disability"..................

[TeamGlaikitBritain]

Which is all well and good fanjo, however, the person making the physical disability comment had never clapped eyes on ops DB, he merely checked his big book of disabilities and disregarded the fact OP had stated he had CP and Learning difficulties. He had no reason to even mention such a thing.

This isn't really about the salesman anymore, it's about the ignorance of the complaint handler.

[YouveGotRedOnYou]

Hi Hairy, I'm MrsR23 on twitter. I just wanted to say how sorry I am that you are having to deal with this. Be brave and don't let them get away with it

[Knittingshouldbeanolympicsport]

Coming a bit late to this, but I love using the power of social media so have retweeted for you ( am Knittingnovice) on twitter

[mummynoseynora]

glad to see an update from MNHQ, I didn't post yesterday as didn't know what to say, but I did retweet your tweets iykwim

fingers crossed you have a response from talk talk waiting for you at home