Notes

q2cX7VmC


1
Name of contact (if non account holder): Ariadne shanes
IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED
Reason for contact: Cx's verbatim: I rang up a while ago as wasn’t happy that I have been paying soo much for my broadband and asked to change to a cheaper contract as was told my contract was out of contract , agreed on deal but when looking at my bill this month again it has not been changed over!
Resolution provided:
- Checked Trio and CSA
- Explained to cx about her bill why she is still paying the same bill
- Informed cx that I may need to connect her to our dedicated team that can further assist her since her order of the Future Fibre was cancelled
- Cx agreed / Transferred to Better Value
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
5f588559-f236-4902-a05d-f0720e338f45
1012649787
02838986171
nba - transfer
noted


2
Name of contact (if non account holder): ewelina bebenek
IDV passed/failed: Passed
Reason for contact: Cx's verbatim: I have received a bill for 37.86£ yet when I go on comparason sotes you offering the same for 24£ this happen before
Resolution provided:
- Checked Trio and CSA
- Explained to cx that her contract and discounts has already ended last 13th of August 2022, and that is the reason why her bill has gone up
- Before I renew her contract, I changed the email address in her account as cx requested it
- Checked NBA and offered cx the Fibre 35 £24.00 for 24M
- Cx accepted the offer and successfully renewed her contract
- I also send her the Change of Ownership Form
- Cx agreed / Chat ended
Timeframe (if applicable): NA
Upsell/recontract (if accepted): Recontract
Agreed offers: Fibre 35 £24.00 for 24M
Complaint Raised/Updated or De-escalated: NA
c8505732-fa60-41a8-89b9-a0157de8de41
07727691084
01242518591
7000042436
[email protected]
[email protected]
[email protected]
£5.95 Discount for 24 Months - Fibre 35
nba - accepted
noted
10-5 nice and ease service thank you
scrubbed


3
Name of contact (if non account holder): Margaret Van-Kassel
IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED
Reason for contact: I stayed with talktalk and didnt change to sky was told id pay £21pm but bill is alot higher
Resolution provided:
- Checked trio and CSA
- Informed cx that the £85 that was credited to her account is the credit for the Wi-Fi Extender Kit that was charged to her. However, she took the £85 as a refund that supposed to be deducted to lessen her bill of £120.47.
- Cx understood my explanation
- Provided the steps to cx to set a payment extension of her bill to pay the £120.47.
- Cx agreed / Chat ended
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
7faba909-06cf-4aa3-b5a9-e782697d4001
01268260907
nba - not offered
noted
10-5 Agent was extremely helpful in dealing with my issue
scrubbed



4
Name of contact (if non account holder): Desmond Spiers
IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED
Reason for contact: Cx wants to remove the TalkTalk TV in his account
- Checked Trio
- I managed to removed the TalkTalk TV in his account
- Cx agreed / Chat ended
Resolution provided: NA
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
df11dc60-2c36-4500-bb82-81afbae51eab
02897532592
nba - not offered
noted







5
Name of contact (if non account holder): Toby Pimlott
IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED
Reason for contact: Cx wants to request an engineer
Resolution provided:
- Unable to assist cx to connect him to the right department as he closed the chat while checking his account on my end
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
3adbe7f0-3cc9-41a0-b291-bf11e92ef6f7
1013594175
nba - not offered
noted
0-1 shocking again



6
Name of contact (if non account holder): Gin Sul
IDV passed/failed: Non Talktalk customer and no Trio account / His query is general query
Reason for contact: Cx have moved in to a property and found TalkTalk routerand wants to send him the postage bag so that he could return the equipment
Resolution provided:
- Advised cx that there's no requirement for him to return the equipment. He can take this to a local recycling centre or return it to us to be disposed of responsibly if he would prefer.
- Cx agreed / Chat ended
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
76682bde-c1ed-43d6-900c-05c19eb85711








7
Name of contact (if non account holder): Ghamai matiullah
IDV passed/failed: Passed
Reason for contact: Cx's contract us about to finish and he needs to renew
Resolution provided:
- Checked Trio and NBA
- Cx said that he checked the offers through online and he saw an offer of Fibre 65 £25 for 24M and he provided a copy of the offer he saw online
- I almost done the process of renewing his contract but cx unable to receive the contract on his email
- Advised cx to contact us back once he received the contract so that we can continue the process of the renewal of his contract
- Cx agreed / Chat ended
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
bea18f79-2c32-4e5a-b2f4-d82997e5f09d
1012438840
01214399815
07405201537
07405201537
[email protected]
[email protected]
nba - rejected
noted
10-1
scrubbed

8
Name of contact (if non account holder): esther ruston
IDV passed/failed: Not completed
Reason for contact: Cx is moving home and would like to transfer her internet to her new address
Resolution provided:
- Cx unable to answer the security questions as she went unresponsive and unable to assist her with her query
- Chat closed
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
357db9cd-957b-431c-82bd-fe88b145efa4
da12 3au
nba - not offered
noted





9
Name of contact (if non account holder): Kim Warden
IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED
Reason for contact: Cx's verbatim: I am wondering weather I can have more time to pay and not get restricted on my account
Resolution provided:
- Checked Trio and CSA
- Empathized cx about her situation
- Guided cx on how to set a payment extension on her bill but unable to process the request as she already requested a payment extension within the last 45 days
- Advised cx that I may need to connect her to our dedicated team that can further assist her to set a payment extension on her bill
- Cx agreed / Transferred to Collections Department
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
4564f7ed-3eb4-4462-ac46-f39026948829
Ss13 3lg
01268812990
nba - unable to access
noted




10
Name of contact (if non account holder): Yaser sheghri
IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED
Reason for contact: Cx's verbatim: U charge me £ 64. But I pay every month 20 pound and I like to take out the charge of £40
Resolution provided:
- Checked Trio and CSA
- Informed cx that there is a credit adjustment of £40 in his account to waive the £40 that was charged in his account and his balance is now £24.95.
- Guided cx on how to check the balance in his MY Account
- Cx agreed / Chat ended
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
5ab6170c-f307-4276-bbf4-3bfa47ad0e36
1013953321
01234630903
nba - not offered
noted
9-3
scrubbed



11
Name of contact (if non account holder): saad aldalaqan
IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED
Reason for contact: Cx' verbatim: Before you installed my fibre internet I chat with one of your representative and he said that he wrote a note that you will charge £20 monthly but I am still paying the 24.45
Resolution provided:
- Checked Trio
- Informed cx that last 29th of July, our representative who assisted him to said on the notes that he is not responding on the chat until the representative had to close the chat, and that is the reason why his package still not change to 20.00 per month
- Cx understood my explanation
- Advised cx that I may need to connect him to our dedicated team that can further assist him and solve his query
- Cx agreed / Transferred to Retention Department
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
623380e2-e3ed-42b1-9882-61755d59e128
1014228636
01916493437
nba - transfer Retention
noted




12
Name of contact (if non account holder): Adam Kingshott
IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED
Reason for contact: Cx can't log in to his My Account and also wants to remove the TalkTalk TV in his account
Resolution provided:
- Checked Trio
- Advised cx that I will change the email address in his account
- Cx agreed and provide the new email address that he wants to change
- I successfully updated the email address in his account
- I also removed the TalkTalk TV in his account
- Cx agreed and he closed the chat
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
e7bbeffc-9dcf-43c5-9595-7e865fc99d71
SE25 4QF
02081271295
[email protected]
nba - not offered
noted



13
Name of contact (if non account holder): Jamie Hannah
IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED
Reason for contact: Cx already paid his bill before the due date but he received an email that he still haven't paid his bill
Resolution provided:
- Checked Trio and CSA
- Informed cx that last 24th of September he already made a payment and there is no pending balance on his account
- And last 27th of September, there is a payment took on his direct debit but it was rejected on 28th of September
- Advised cx to disregard the email that he received as he already paid is bill and once there is a direct debit rejection charge in his next bill, he have to contact us back for us to waive the direct debit rejection charge of £12.50 on his bill
- Cx agreed and happy with the resolution provided
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA
d814b65e-efa4-4aac-979c-b1cadd99f599
La18 5dz
01229343148
nba - not offered
noted
10-5

11 chats handled