Talktalk

The following is a record of your online chat.
General Info
Chat start time	 Tue, 20 Nov 2018 23:07:42 GMT GMT
Chat end time	 Wed, 21 Nov 2018 00:37:15 GMT GMT
Duration (actual chatting time)	 01:29:32
Operator	 Prince
Chat Transcript
TalkTalk: Hi, welcome to TalkTalk. One of our agents will be with you shortly.

Changes to your account will only be made when confirmed in this chat.  If for any reason your chat ends before receiving confirmation, please chat back.

This conversation will be recorded for training and monitoring purposes and may be used in the future to help us deal with your queries quicker. To find out how we will use your data, visit talktalk.co.uk/privacy.
TalkTalk: You are now through to Prince. How can I help you?
Samuel Oliver ions: Hello I have been told in my last chat that I can have a full refund for all payments made and I will like this to happen now please. As you already know I am leaving talktalk on the 3rd of December as you didn't keep your side of the contract and I have been advised by your colleague that I am leaving with no charges
Prince: Good evening, Samuel.

You are chatting with Prince from the Loyalty department.





We currently experiencing high chat volume, I sincerely apologize in advance if I seem slow in response.
I trust you well today.

Prince:
I understand you are here to enquire about your refund.

Samuel Oliver ions: I asked you to call me between 10am and 2pm roughly but despite that i was called after 2pm
Samuel Oliver ions: So I suggest this gets sorted right here swiftly please
Prince:
I can see you have logged into MyAccount before chatting with us today so there's no need for us to ask any security questions.

Prince:
Good luck with that. ☺


Samuel Oliver ions: Excuse me??
Prince:
I can see there is already an unsolicited cease on the account.?


Services are still active Samuel thus reason why you are still charged.


Samuel Oliver ions: I have been told by the last person I spoke to that I'm having a refund
Prince:
Unsolicited cease ( cancellation 2 ) : This process is initiated by the new provider, the customer will need to call the new provider to call TalkTalk to do a line transfer, this can be done in less than 30 days depending when the calls the new provider to do a line transfer, the call line  transfer ensures that the line is deactivated thus not incurring any further costs on the customer. The customer will be able to keep the home phone number.

Samuel Oliver ions: I know all of that
Samuel Oliver ions: I'm just here to get my full refund for all payments made as the contract I signed into was corrupted and talktalk didn't keep their side of it
Prince:
BT will be your new provider.


Until their they do the due process to make sure services are deactivated.

Prince:
We’ll send you a letter with all the details once your new provider has contacted us to ask to take over your service. There are a few things you might want to remember.

Please don’t cancel your Direct Debit. We’ll do this for you once your final payment has been taken. If you cancel it, you might incur a fee.

You’ll continue to be billed as normal up to the date your new service provider takes over the service. A final bill will confirm any remaining credits or balances owed.

If your services are disconnected after your billing date, your bill will contain charges for the next month in advance. You won't need to call us about this as we'll credit any overpayments and you'll see this on your final bill.

I’ll send you an email with details about your final bill, and how to request credit balances through My Account.

Samuel Oliver ions: I have already been told that I'm not being charged for the cancel thanks
Samuel Oliver ions: Just like I have been told that I am going to get a refund as I wasn't given when I paid for
Prince:
Why are you due for a refund please kindly explain to me why TalkTalk owes you money?

Samuel Oliver ions: I was guaranteed a minimum speed of 41 and I got 36 over Ethernet and the router was only receiving 40. So under the guarantee.
Samuel Oliver ions: Kindly know that I am taking a copy of this whole chat and I will be ensuring disciplinary action gets put against you because of your attitude.
Prince:
There is a unresolved complaint on the account with broadband.

Prince:
Please do copy the chat as you much as you can, I am not worried of what I am advising you of in the least, for your safe keeping the copy the chat.

Samuel Oliver ions: So when am I going to receive my full refund as I was told I was going to get it by the last talktalk adviser?
Prince:
I will need to connect you with the Technical Support team whom will escalate  your request to a Fault Management department.

Prince:
I cannot in least advise of a refund not pertaining to my department skills set.

Samuel Oliver ions: Let's make this simple. Call me after 3pm, 15:00, the hour that comes after 2. Not 1pm, 3pm. Got that?
Samuel Oliver ions: Tomorrow that is
Samuel Oliver ions: The 21st
Prince:
I will need to connect you with the Technical Support team whom will escalate your request to a Fault Management department.

Samuel Oliver ions: I'm sure you can manage to arrange that call
Prince:
They will arrange call as you want above.

Samuel Oliver ions: May I get your name?
Samuel Oliver ions: And employee number
Prince:
Manager cannot call you, this does not relate to cancellations department.

Prince:
I am directing you to the right route, I just kindly need your indication if you want to take the route or not.

Samuel Oliver ions: No
Prince:
My name is on the chat transcript Samuel.

Samuel Oliver ions: You can wait
Samuel Oliver ions: I want your employee number
Prince:
I am not allowed to give information such as employee number, I am afraid I cannot give you that Samuel, sorry.

Samuel Oliver ions: I'll wait here then
Prince:
I can wait, please kindly explain what you mean by that?

Prince:
Wait here  for?

Samuel Oliver ions: Wait for your employee number, name, managers name
Prince:
Okay, you are most welcome to wait as much as you would love, I would enjoy your company trust me Samuel.

Samuel Oliver ions: Lovely
Prince:
I just will not set expectation that you will get employee number and managers name.

Prince:
I cannot give that information but you are welcome to be with me.

Samuel Oliver ions: Sure
Prince:
Lovely times ☺.

Prince:
Can I ask you what you have been up to the whole day?

Samuel Oliver ions: Ya nan
Samuel Oliver ions: What have you been up to?
Prince:
Nothing but work  work work.

Prince:
Has been an interesting day as a whole.

Samuel Oliver ions: Work, work, work, work, work, work You see me I be work, work, work, work, work, work You see me do me dirt, dirt, dirt, dirt, dirt, dirt There's something 'bout that work, work, work, work, work, work When you a gon' learn, learn, learn, learn, learn, learn Me na care if me tired, tired, tired, tired, tired, tired
Prince:
Hahaha...

Samuel Oliver ions: I'm guessing you hate your job
Prince:
I was actually think if Riri.

Prince:
Oh no I love my job Samuel, I have a great passion for it.

Prince:
If you do not mind me asking, what is your line of work?

Samuel Oliver ions: I'm a support worker :) I love my job, I actually greatly benefit people's lives
Prince:
Wow, that is incredible, that should be fulfilling for you.


Please tell me more, what does a support worker day entails?

Samuel Oliver ions: Sorry that is confidential :)
Samuel Oliver ions: So, about that employee number
Samuel Oliver ions: As I'm making a complaint
Samuel Oliver ions: And I doubt "prince" will be enough
TalkTalk: A copy of this conversation will be sent to samuelions@hotmail.com
Prince:
Oh.. I am now more interested.


I will look it up, it seems very interesting.

Prince:
I was being really serious Samuel, I am not allowed to give off that information.

Prince:
If I do, I mite as well ask for you to keep me space as a Support Worker, even though I am not sure what your job entails, I trust you can skill me.

Prince:
I will lose my job if I do not follow the company policies.

Samuel Oliver ions: Indeed you will and since you've been such an asshole to me you won't have your job for long
Prince:
Ah... I am really sorry you feel that way.


Actually as per chat policy or TalkTalk policy , I can cut the chat with any use of vulgarity.

You seem like a great guy, I do not think it will right for me to do that.

Prince:
Please avoid using inappropriate language or I will need to end our chat session.

Prince:
I am really enjoying chat to you.

Samuel Oliver ions: The sooner you end, the sooner I publicly shame you
Samuel Oliver ions: But feel free
Prince:
Please tell me how I am been so horrible to you for you to assimilate me with such an important part of the anatomy?

Samuel Oliver ions: What time do you close?
Prince:
Closing at 10pm.

Samuel Oliver ions: Nice one :)
Prince:
Brilliant ☺

Samuel Oliver ions: So where are you from ?
Prince:
I do not think I want to tell that as you also withheld some information as well.

Samuel Oliver ions: UK mate
Prince:
I know you from the UK.


We supply broadband in the UK only ☺.

Samuel Oliver ions: 👏👏👏
Samuel Oliver ions: Is prince your real name or ?
Prince:
Very real.

Prince:
It in my ID that is why It is displayed on the transcript.

Samuel Oliver ions: I'm guessing to work for talktalk you don't have to do am English test
Samuel Oliver ions: An*
Prince:

We do AN English, Maths and typing test actually.

Samuel Oliver ions: I'm surprised since I can tell you struggle with 2 of those
Prince:
TalkTalk takes everything into account.

Samuel Oliver ions: Yeah right.
Samuel Oliver ions: Talktalk didn't take cyber security into account when customers details were stolen
Prince:
Oh really? please educate me.

Samuel Oliver ions: https://www.google.co.uk/amp/s/www.bbc.co.uk/news/amp/uk-england-stoke-staffordshire-46264327
Prince:
Thank you, I will definitely have a read over.


You are so kind Samuel.


Now I see why you are a Support Worker. ☺

Samuel Oliver ions: 👏
Samuel Oliver ions: So are we staying on until 10pm?
Prince:
I think so, I see no reason why not.

Samuel Oliver ions: Sounds good
Prince:
Awesome ☺.

Prince:
Happy days...

Samuel Oliver ions: Indeed
Prince:
Is there anything you want to ask me besides what I have confirmed or my personal details?

Samuel Oliver ions: Just chilling
Prince:
Okay, no problem.

Prince:
Wish I could  have coffee whilst I am chilling with you.

Samuel Oliver ions: Awh babe
Prince:
Hahahaha.... you make me laugh.

Prince:
Dead.

Samuel Oliver ions: 😍
Prince:


Samuel Oliver ions: How old are you if I may ask?
Prince:
I am 23 years old,.

Samuel Oliver ions: Nice I'm 20
Prince:
Hmmmm ... interesting. 90s stars.


Samuel Oliver ions: How long have you done your job?
Prince:
A good 3 years and yourself?

Samuel Oliver ions: 3 years :)
Prince:
Yep... putting myself out there in the grind.

Samuel Oliver ions: Take a look at Sam | Urbex (@UrbexSam): https://twitter.com/UrbexSam?s=09
Samuel Oliver ions: Just posting that so you can see what talktalk reply to me
Prince:
Okay, great.

Prince:
Thank you very much.

Samuel Oliver ions: You're welcome
Samuel Oliver ions: Keep an eye on it, I'll leave you to it now. Enjoy the action taken against you :)
Samuel Oliver ions: Have a lovely night :)
TalkTalk: A copy of this conversation will be sent to samuelions@hotmail.com
Prince:
Oh no.. you leaving me now.

Prince:
Have a splendid evening ahead ☺

TalkTalk: A copy of this conversation will be sent to samuelions@hotmail.com
Prince:
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