If you remember, TalkTalk was supposed to connect us to the internet in November, but failed to do so under terms of the contract. After persisting for a week they finally relented and agreed to send an engineer to connect us. In my calls to TalkTalk, they never once told me they would apply a call out charge - and why should they? They fucked it up first.
So I sent them a stern e-mail questioning this frankly illegal charge. Here is their condescending reply.
Thank you for contacting TalkTalk about your bill.
I am very sorry to hear of your recent disappointment with our services. We assure you that customer satisfaction is our top priority, and we want our services to reflect that principle. I would like to apologise for any inconvenience this matter may have caused you.
I have checked your account and would like to confirm you that you have been charged £50.00 for the Engineer visit on 27th of November 2013. Engineer did not found any fault by attending the premises. Hence the charge is applicable to all the customers under the T&C acceptance.
I would love to give you the full refund of £50.00 but trust me I can't. As everything is not in our hand. I've checked your account and there are no notes to confirm that you've had a free Engineer visit at your property. So we are unable to credit you for the Engineer charge on your account.
Please, accept my sincere apologies.
Thanks for contacting TalkTalk.What a bunch of liars. An engineer came to fix a problem with TalkTalk after not connecting us for more than one week, and not once in my phone call with their customer service was I told that I had to pay if there were no faults found (which is frankly a lie, as we weren't connected for one week after we were supposed to go online).
When I called TalkTalk in October to move house, TalkTalk promised to reconnect me for free, and thus booked a free OpenReach engineer to come. This engineer failed to come and connect us. In fact, I still have a text by OpenReach claiming they didn't need to visit our property to connect us).
Now £50 is not much, but if TalkTalk thinks they can get away with secretly charging me £50, then who knows how many people they have scammed. I imagine they prey on elderly people who has no motivation to fight their dishonest predatory practice.
Our contract ends in November 2014 - that date can't come soon enough. In the meantime I urge you all not to sign up with them. They will do all they can to scam you. If you think Ofcom will put a stop on this practice you will be mistaken - these telecom companies have Ofcom in their pockets.