After numerous phone calls and online chats I am at my wits end!
Just moved from Sky, although I will be going back if this doesn't get resolved as their customer service was great. However, my sky package ended on the agreed date and I STILL haven't received my YouView box as TalkTalk sent it to the wrong address.
As TalkTalk sent it to the wrong address, I did not get a card through the door. I managed to get a consignment number from TalkTalk to contact UKMail but of course, I fail their 'data protection' questions because I don't know the address they sent it to. TalkTalk have told me on THREE separate occasions they have amended the delivery address with UKMail, which of course is rubbish and all they say is I need to talk to UKMail to sort it, WHICH I CAN'T DO!!!!
Unbelieveable that such a SIMPLE problem cannot be rectified by this incompetent company. Just for giggles, I contacted TalkTalk again last night via webchat so I could record the circles they put me in. Contacting UKMail today, they say the address still hasn't changed and when looking on my account, my address is STILL wrong on your system despite you saying you've changed it multiple times. Absolute Farce
info: Hello, thank you for choosing TalkTalk’s live chat. One of our agents will be with you shortly.
info: You are now through to Camille Ann. How can I help you?
Camille Ann:
Hi. Good Afternoon, Peter. You are currently through the Landline Customer Service and Billing Team of TalkTalk. How are you doing today?
Peter Sheppard: Hi. Ok thanks although getting really annoyed at this talk talk customer service that has proven very painful so far
Peter Sheppard: can you please tell me what address you have registered on my account please?
Camille Ann:
Peter, regarding the email address on the MyAccount we do not have the full email address and for this what I can do is to confirm you if the email is correct by providing me an email address and I will be checking if we have the correct one.
Peter Sheppard: not my email address. My postal address
Camille Ann:
Peter, as for the address, I need to have the landline number and the name on the account after you provided me this, I can confirm if the address we have is the correct one.
Peter Sheppard: ***** ******. Peter Sheppard
Camille Ann:
Thank you.
Camille Ann:
Can you confirm the correct address that should be registered to the account?
Peter Sheppard: I can. However I have contacted talk talk twice already to have my address corrected and each time I'm asked that I get told that what I tell you is the correct address. But when I look under my account, it's still the wrong address. So can you please just tell me the first line of the address so I know you've got it correct?
Camille Ann:
Peter, I would love to provide you this however we are following the Data Protection Act and for this I can only confirm if the address is correct via providing me the address then I will input this on the system and our system will verify if this is the one register to the account.
Peter Sheppard: 3 Southways, ********** ******* **** *******
Camille Ann:
Thank you.
Camille Ann:
Our system validate that this is the address written on your account.
Peter Sheppard: yes that's what I get told, however my account still shows 'Flat 3, Southways' which means my you view box was posted to 'Flat, Southways' (no number) and is sat in some depot somewhere. Meanwhile my sky subscription has now finished and I keep getting emails from talk talk saying I haven't yet connected my you view box, because despite repeated calls I still haven't received it
Camille Ann:
I understand. I need to verify this address are you seeing this on your My Details under Personal Details.
Peter Sheppard: yes
Camille Ann:
I need to clarify the Youview box was posted to the address with out flat number is this correct?
Peter Sheppard: thats what UKMail tell me yes, and I can't get it redirected here, only you can. And 'Flat' should not even be in my address, just the number 3
Camille Ann:
Peter, for me to further assist you on this, can you verify the email address?
Peter Sheppard: **********@*****.com
Camille Ann:
Thank you. Please give me a moment to check this for you. Is this alright for you?
Peter Sheppard: Ok
Camille Ann:
Thank you.
Camille Ann:
Thank you for patiently waiting, Peter.
Camille Ann:
As I track the order as per update of UK mail you need to get in touch with them as the box is still with them and this was not returned back to us.
Peter Sheppard: They won't talk to me, as I didn't send it there is nothing I can do
Camille Ann:
Peter, I would love to resend the Youview Box however the Youview Box is still with UK mail.
Camille Ann: I just want to check if everything is okay as I haven't received a response from my last post to you?
Peter Sheppard: My last post was: Funny that as I was told another one would be sent the last time I contacted. So what are you going to do?
Camille Ann:
Peter, as I track the order as per update you need to call UK mail as the Youview Box is still with them.
Peter Sheppard: And as I told you. I ALREADY spoke to UKMail, they won't do ANYTHING as I did not send the package. I cannot get it redirected, I cannot get it returned! Only TALKTALK can do this, so there is NO POINT in me contacting them unless you have given them the instruction to change the address!
Camille Ann:
I understand you have spoken to UK mail however as I verify the address is correct on our end and for this case you should be able to receive the Youview Box.
Camille Ann: I just want to check if everything is okay as I haven't received a response from my last post to you?
Peter Sheppard: oh for crying out loud, YOU SENT IT TO THE WRONG ADDRESS!!! What is your cancellation number. I'm not putting up with this
Camille Ann: If you wish to cancel the service, do stay online whilst I transfer you to the Retention's Department.
Camille Ann:
Thank you for contacting TalkTalk. Glad I was able to help you.
info: Please wait while your chat is transferred to the appropriate group.
info: You are now through to Rishay. How can I help you?
Peter Sheppard: yoi can call me on my home phone number
Rishay:
Hi, Peter.
Rishay:
I will not have access to a phone as we are in the chat team.
Peter Sheppard: well you need to get someone to call me within 5 minutes who actually understands what I'm saying and can help me with this really simple problem, because I'm fed up of trying
Rishay:
I really apologise for the inconvenience caused.
Peter Sheppard: Who can I talk to in the UK to either get this stupid small issue sorted or cancel my account, because I'm not wasting any more time going back and forth over the same information to get nowhere
Rishay:
Are you able to pick up the box from the UK Mail Office, Peter?
Rishay:
As the box has been dispatched.
Peter Sheppard: no. Because it's sent to 'Flat 3' not '3' Southways.
Peter Sheppard: I don't have a card dropped through the door because it wasn't my address on the box!!!!!
Rishay:
I understand, I will be unable to change the address on my end as the box has already been dispatched.
Rishay:
You will need to contact UK Mail.
Peter Sheppard: I will say this for the last time. I've contacted UK Mail. They WILL NOT give me the box or change the address, only the SENDER, TALKTALK can do this. All you have to do is contact them, give them the consignment number and change the address to my proper address, if you even have it. How hard can this possibly be for you guys to sort out and how many times do I have to say the same thing!!!!!!!!!
Rishay:
I apologise, I will speak to my manager and see what steps we need to take.
Rishay:
Thank you for your patience, my manager has advised me that our Customer Services Team will be able to assist you further, please bear with me a few moments I will transfer you.
info: Please wait while your chat is transferred to the appropriate group.
info: You are now through to Loveena. How can I help you?
Loveena:
Hi Peter
Loveena: How are you doing today?
Peter Sheppard: Do you have the transcript of this conversation? As I really am not going to repeat all this
Loveena:
Yes, I can see that you wish to cancel the service?
Peter Sheppard: unless you can just get me my you view box sent to the correct address, which seems to be impossible for you guys. If you can't do that, then yes cancel the whole thing
Loveena: What is your e-mail Address?
Peter Sheppard: nope, not doing all that again. It's written above, if you don't see the conversation above I'm not repeating the whole thing
Loveena:
Thank you.
Peter Sheppard: wow. This really is scripted isn't it?
Loveena: I will connect you to our Loyalty Team regarding this. If the chat gets disconnected while connecting to them I would request you to contact our Loyalty Team at 0870 444 1820.
info: Please wait while your chat is transferred to the appropriate group.
info: You are now through to Barbara. How can I help you?
Peter Sheppard: Where are you based Barbara?
info: Please wait while your chat is transferred to Camille Ann.
info: You are now through to Camille Ann. How can I help you?
Camille Ann: Hi. Good Evening, Peter. You are currently through the Landline Customer Service and Billing Team of TalkTalk. How are you doing today?
info: Please wait while your chat is transferred to the appropriate group.
info: You are now through to Michelle. How can I help you?
Michelle:
Hi, Peter.
Peter Sheppard: Wow, transferred again, 9 times is a record! And where are you based Michelle?
Michelle:
I am in the cancellation/ discounts and home moving department. I do hope you have ended up where you need to be.
Peter Sheppard: are you able to call me from a UK number and fully understand my problem or will this chat be as futile as the last 15 I've had?
Michelle:
I will do my best to assist you with your query here on chat.
Peter Sheppard: Do you see the whole conversation I've had up until now so I don't have to repeat the entire thing again?
Michelle:
I am able to access your previous chat.
Michelle:
Please allow me a few moments whilst I read through this for you.
Michelle:
Thank you for your patience.
Michelle:
Just to confirm, your Box was sent to the wrong address and you are looking to have it sent to the correct address. Is that correct?
Peter Sheppard: that.... Is all I'm after.....
Michelle:
I will see what I can do for you.
Michelle:
May I ask how long you have been without this box?
Peter Sheppard: well it was supposed to be with my just after my internet was connected, which was the 5th? My sky is now disconnected and I have no TV service and no-one seems to be able to just get this address changed on the delivery
Michelle:
Please may you confirm the correct address.
Peter Sheppard: 3, Southways, ******** ****** ***** **********
Michelle:
Thank you for confirming this.
Michelle:
I have amended the delivery address for you.
Peter Sheppard: so what happens now?
Michelle:
I have also added a note in your account about this.
Michelle:
The changes will take effect within 24 hours.
Peter Sheppard: so, what happens with the delivery?
Michelle:
I have added a note in your account about this. This note is saved under "save and retain 21/02.2016"
Michelle: I will give you the number for the relevant team to sent this out to you.
Michelle: I do not mind remaining online with you whilst you make this call.
Peter Sheppard: ok
Peter Sheppard: can you not just instruct them to send the box?
Michelle:
Please allow me a few moments to see if this is possible.
Michelle:
Thank you for your patience.
Michelle:
Great news! I am able to do this.
Michelle:
Do you have a reference number?
Peter Sheppard: A reference number?
Michelle:
That is correct. Were you not given one?
Peter Sheppard: Sorry, a reference number for what?
Michelle:
For the TV or your Package.
Peter Sheppard: do you not have my account details?
Michelle:
I do however, the reference number is given to the customer. We do not have this information.
Peter Sheppard: Do you me my account number?
Michelle:
Not your account number. The reference number.
Peter Sheppard: When would I have received a reference number? A reference for what?
Michelle:
A reference for your Package. This would have been e-mailed to you.
Peter Sheppard: You mean from UKMail? The consignment number?
Michelle: That should be the one.
Michelle:
My you please send it to me.
Michelle:
May*
Peter Sheppard: ****************
Michelle:
Great!
Michelle:
It works.
Michelle:
I have successfully notified the relevant team about this.
Michelle:
You should be notified about changes within 3-5 working days.
Michelle:
I will give you the TV Service number just in case.
Peter Sheppard: So what happens with the delivery now?
Michelle: Like I have mentioned, you will be notified of further changes within 3-5 working days.
Michelle:
I have also saved a reference note for you on your account for you.
Michelle: TV Tech services: 0870 714 5277 available 7 days a week 8am-8pm.
Peter Sheppard: Notified by who?
Michelle:
You will be notified by TalkTalk via e-mail.
Peter Sheppard: So, I have to wait a week until I'm told 'something' about me actually getting this box so I can watch the service I'm paying for?
Michelle:
That is correct.
As of today, UKMail have no record of the address being changed and my account still shows the wrong address. Complete waste of time.