Notes

Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na


Conversation ID:
Transfer:
NBA:
Unresponsive:


Name of complainant:
Mobile number:
Summary of complaint:
External Escalation mentioned (Give details): na
Action taken so far:
Resolution offered:
Resolution requested:
Escalated to: SME Fransh
12:21:10 PM

SPIELS

A pleasant morning to you . You are now through to TalkTalk Customer Service and Billing Department. My name is Raymond, and I will be your account specialist for today.

I understand that you . Let me help you with this. We'll make sure to provide you the needed resolution.

Thank you for raising this to our attention. Rest assured that

Let me access your account first, then we'll discuss this further.

Allow me to provide assistance to your query today. I can see that you were transferred over by my colleague, please allow me 2-3 minutes to review the previous conversation and have a complete idea of the issue.

Hello, I just want to check if you're there and ready to chat with me?

Thank you for raising this to my attention. I acknowledge that it's important for

Let me pull up your account really quick.

For us to proceed, please can I have the 1st and 2nd characters of your telephone enquiry password?

Thank you. I appreciate the information provided. To further secure your account, please

For us to proceed, please can I have the mobile number and the email address registered in the account?

What are the last 4 digits of your payment method?

Thank you for answering the security questions. Your responses do not quite match our records. For me to be able to provide full assistance with the matter, please set up/retrieve the telephone enquiry password via MyAccount. Can you have access it right now?

I can see that you've logged into MyAccount prior to chatting with us. By doing this, we no longer have to ask further security questions as the account is already verified.

I do see that you have completed the security check prior. There's no need to conduct further verification with you as the account is already verified.

Now that I have gained full access to your account, please allow me 2-3 minutes to review some information.

Let me explain what happened and what you need to expect moving forward.

Thank you for completing the security check. The account is now fully verified. Please allow me 2-3 minutes to review your account.

Let me pull up your account so we can discuss this further.

Thank you as well for giving me the opportunity to assist you in any way I can. Is there anything else I can help you with?

I hope I have assisted you well with the queries today. Do you have some other questions for me?

I just want to make sure that we have covered everything today. Are you satisfied with the outcome of our conversation and the assistance provided? Will there be anything else I can help?

I just want to share that MyAccount allows you to view your bills and usage and manage your account online. For technical concerns, you can go to the MyConnection space to check the status of your broadband and/or telephone service and to run diagnostic tests should you experience any issues.

MyConnection is a feature in MyAccount that offers customers the ability to get the most out of their connection and as a support should they experience any issues, without the need to contact us directly.

If you’d like to receive a copy of our conversation via email for future reference, this option will be at the end of the survey.

It has been my pleasure to have helped you today. Thank you for being the best part of TalkTalk. Have a good rest of the day, take care and goodbye.

Thanks for chatting with us at TalkTalk. Bye!

Cx is unresponsive onset, no response to chasers, closed chat.

Thank you for reaching out with us at TalkTalk. I'll be transferring you now.

Please be advised that due to high chat volumes to the department, you may experience longer than usual hold/wait times. Please stay connected on the chat, you will be assisted once a specialist is available.

Once your TalkTalk service is cancelled, you’ll not be able to purchase any further content as you can no longer use cards to make payments on the TV Store and won't be able to add any charges to your TalkTalk bill.

Customer Services: 03451720088
Monday - Friday: 9am - 7pm | Saturday: 9am - 6pm | Sunday - Closed

Retentions Team: 03451720074

[email protected]
#Thonyrose04

£

Steps

1. On your Android phone or tablet, open the Chrome app.
2. At the top right, tap More.
3. Tap History and then Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Next to "Cookies and site data" and "Cached images and files," check the boxes.
6. Tap Clear data.

1. Select Profile & Settings from the list of menu.
2. Choose My Details & Passwords.
3. Select Telephone password.
4. Select Add if you haven't already set up a password or Send to email a reminder of your password.
5. Enter your preferred password and save.