Notes

(BACKUP)

2/25/25
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SURVEY: 4
Promoter - 3
10/10, 5/5, "I have been with talktalk for many years now and have never had any bother with them. Most helpful."
10/10, 5/5
10/10, 5/5, "😀ok"
Passive - 1
8/10, 4/5, "N/A"
Detractor - 1
1/10, 2/5, "I tried the bereavement line but it was closed and the answerphone directed me to this chat. The bot was hopeless and frustrating and when I finally got to a real person they were unable to help and advised me to try the Bereavement line again."

ASAT: 80, NPS: 40


CHATS: 14 (including 1 CPBBS)
CHAT CLOSED: 6
CHAT DROPPED: 1
CHAT TRANSFERRED: 4
CHAT PULLED OUT BY SARA (CPOBS): 3
CHAT LOST: 0

SUPCHAT: 0
CHAT PULLED BACK BY SARA (CPBBS): 1
COMPLAINTS UPDATED: 1
LOGGED ON RC (RECOVERY COMPLAINTS): 1
LOGGED ON OVERTIME: NO (8 mins (>15 mins required))

1
*** CS DIGITAL
Name of contact (if non account holder): rebecca smith
IDV passed/failed: BYPASS
Security details updated: NA
Reason for contact: hi, could you ensure our contract does not renew tomorrow please. we have found a better deal elsewhere :) (transferred from Retentions)
Resolution provided: confirmed to cx that the contract will end tomorrow (26/2/24) // educated cx that account stays active even after contract ends //
- transfer to Loyalty as cx requests to cancel TalkTalk account and to return the equipment
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== TRANSFERRED
=== NOTED
CLI/Acct#: 1011695049
CID: c8ff28f9-2e52-4d16-ac48-331a6b0827f1
==========================================================

2
*** CS DIGITAL
Name of contact (if non account holder): Jane rhiannon murray
IDV passed/failed: DPA NOT NEEDED
Security details updated: NA
Reason for contact: Taking payment early / You have tried to take payment before my agreed paymebt date, which was the 26th of the lonth or after / Payment direct debit declined on 23.2.24 // Leaving me going into an unauthorised overdraft and payment being declined to yourselves
- Its always been the 26th since i have been with yourselves... i chanaged it yesterday online to the 30th... there has never been any issues since the past mpnths / The money is not in my account until the 26th so is always going to bounce
Resolution provided:
- cx changed payment due date on every 30th (bill cycle on 25th)

- educated cx that change of payment due date applies on the next bill, that TalkTalk requested payment on 23rd as 24th and 25th fall on weekends which are non-banking days, and on the 26th (due date) will see if the payment is successful or rejected

- advised cx to contact back on the next day to confirm if the payment went through or not as we don't speculate for now given that the payment hasn't reflected yet.

- customer offline

- no CMP

Timeframe (if applicable): next day

Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== CPOBS
=== NOTED
===
CLI/Acct#: 1011586038
CID: 06b08edf-8bd3-455d-873f-f256ef94749a
==========================================================

3
*** CS DIGITAL
Name of contact (if non account holder): Jenfer Magill
IDV passed/failed: Authenticated
Security details updated: NA
Reason for contact: My discount has rn out for international calls I would like a reduction on price as I seldom use it. If I do use it it is only once a month last used December // I think its the Loyalty team I need to chat with
Resolution provided:
- 6M half price for International Max Calls Boost expired last 8/1/24

- offered £4 Discount for 24M for International Max Calls Boost // cx agreed

- made cx aware that the MRC will be £40 after applying the discount // cx acknowledged
- Marketing Reference: Email

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: £4 Discount for 24M for International Max Calls Boost
Complaint Raised/Updated or De-escalated: NA

=== CLOSED
=== NOTED
===== SURVEY: 10/10, 5/5, "I have been with talktalk for many years now and have never had any bother with them. Most helpful."
CLI/Acct#: 2300540543
CID: a5f492da-6b8b-4dd9-8400-0880b30c9d40
==========================================================

4
*** CS DIGITAL
Name of contact (if non account holder): Luke Wilkins (AH)
IDV passed/failed: DPA NOT NEEDED
Security details updated: NA
Reason for contact: I believe I am on a rolling contract. Is this correct
Resolution provided: contract ended on 15/8/23 along with the £9.95 18M discount

- cx asked if he can cancel the account at any time // answered cx that he won't be liable for CBF or ETF as the contract already ended and that he'll only be billed as usual until the last day of the service being used

- asked cx when he will cancel as disconnection takes time after requesting // cx plans to cancel tomorrow (26/2/24) // advised cx to contact back tomorrow and be connected to Retentions department for cancellation (via chat or call (provided CS&B voice number))

Timeframe (if applicable): 26/2/24
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== CLOSED
=== NOTED
===== SURVEY: 10/10, 5/5
CLI/Acct#: 1014011570
CID: ac87ba2e-30b3-4570-a40e-528dcc7e2155
==========================================================

5
*** CS DIGITAL
Name of contact (if non account holder): tina brooks
IDV passed/failed: DPA NOT NEEDED
Security details updated: NA
Reason for contact: for the last few months my bill has been over £50 could you tell me why please // wants to remove add-ons (SuperSafe and TV) and Netflix

Resolution provided: educated cx that she subscribed to Netflix (£7.99) through TalkTalk and Talktalk bills her for it / advised cx to contact Netflix directly to cancel the subscription to avoid future charges (provided the Netflix help website link)

- Removed SuperSafe Boost and TalkTalk TV // Marketing reference: Text // MRC has changed from £45 to £35

- closed chat due to on response after resolution

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== CLOSED
=== NOTED

Last agent: Here's the drop down of the charges.
Fibre 65- £35.00
SuperSafe Boost-£5.00
TalkTalk TV-£5.00
Usage-£7.99
TV rentals & purchases-£7.99.
Those charges are for your add Ons on your package which gives you a total of, £52.99.

cx
that is a lot of money which i cannot afford i only want internet and phone line i also need to cancel netflix if you cannot do that i will have to go somewhere cheaper

CLI/Acct#: 1010106382
CID: f5d9a91f-4e33-4d9c-ad20-16759b6b11a0
==========================================================



6
*** CS DIGITAL
Name of contact (if non account holder): NA
IDV passed/failed: NA
Security details updated: NA
Reason for contact: I am the executor for my sister who died on 28 November // Executor for someone else's account / I need to discuss my sister's account as she has died / They said it took 7 days to close which took us to 7 Feb / I have spoken to someone on 5 January / They have closed her account and said they would send me a letter. I have never received a letter / They said I'd get a letter by 15 Feb but nothing has come

Resolution provided: educated cx to contact Bereavement to assist them with the follow-up of the account closure letter,
- cx was dissatisfied and dropped the chat

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== DROPPED
=== UNABLE TO NOTE
===== SURVEY: 1/10, 2/5, "I tried the bereavement line but it was closed and the answerphone directed me to this chat. The bot was hopeless and frustrating and when I finally got to a real person they were unable to help and advised me to try the Bereavement line again."
CLI/Acct#: NA
CID: c0595a8a-f59e-409d-9545-a93f2b7de16f
==========================================================

7
*** CS DIGITAL
Name of contact (if non account holder): Angela Spaak
IDV passed/failed: DPA NOT NEEDED
Security details updated: NA
Reason for contact: We do not want to receive text messages
Resolution provided: cx confirmed that she wants to opt out from receiving text messages or any notifications from TalkTalk // Unchecked Email from Manage Preferences (Only Email was checked there)
Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== CLOSED
=== NOTED
​​​​​​​===== SURVEY: 8/10, 4/5
CLI/Acct#: 01285640761
CID: 47a2d5fa-f49e-4206-83cc-73c2a03a21e8
==========================================================

8
*** CS DIGITAL
Name of contact (if non account holder): Norman Blanchard
IDV passed/failed: Passed (OTP-EMAIL)
Security details updated: NA

Reason for contact:
- Why are you still billing me when I’ve gone over to community fibre. ? we moved over to community fibre in January. You are still trying to build me. I haven’t had an email to say that the contract has come to an end. I have stopped to direct debit.
- Community fibre told me they would get in contact with TalkTalk to terminate the contract

Resolution provided:
- Account is still active
- Contract ended on 8/1/24, End Of Contract Notification sent last 13/12/24
- Balance is £23.95 (invoice generated on 17/2/24)
- No Cease Order
- transfer to Retentions for further assistance

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA


=== TRANSFERRED
=== NOTED
CLI/Acct#: 2000654832
CID: 63e4e72c-f06a-40fa-8d03-da8c6963c8a1
==========================================================

9
*** CS DIGITAL
Name of contact (if non account holder): John Sloan (AH)
IDV passed/failed: PASSED (OTP-SMS)
Security details updated: NA

Reason for contact:
- everything - logging in & being charged the amount you are charging so its come to the end of the road for me & i will be moving to Quantumbroadband who only charge £19 per month for 120 Mbps which is so much more than the 7 & 6 i am getting from Talk talk so will just wait until Quantum can move me over & hopefully my nightmare will be over
- why would i want to saty with talktalk when i cannot even get into thge account to fix a price or call anyone & being charge ever increasing prices is just so frustrating & downright rude on your behalf - I am not a mug be you are treating me like one. One cannot get a better deal with you as its always not working or every time i try your damned robot of a machine does not allow me to enter what i set up & then i change it |& your robot locks me out - I do not have a lot of spare time & trying to get a better deal with you takes so much of that - so i have now decided enough is enough

Resolution provided:
- transfer to Retentions for further assistance (cx verbatim as stated above)
- cx expressed dissatisfaction, to be recovered
- no CMP

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== TRANSFERRED
=== NOTED
=== LOGGED ON RC
CLI/Acct#: 01526353314
CID: b1864be2-4f1e-44c9-9d65-66eefbd83f26
==========================================================

10
*** CS DIGITAL
Name of contact (if non account holder): satya naga vijayendra kumar kandi
IDV passed/failed: Authenticated
Security details updated: NA
Reason for contact: I have two accounts from 2019 and both are closed when i moved to different address // I am looking for all of my digital ebills for my ILR and citizenship for evidence of address proof / when i logged in, i am not able to view any of the bills

Resolution provided:
- no bills found in the MyAccount/CSA

- cx confirmed the 2 postcodes:
-- 26/1/2018 - 14/03/2019, BN10 7QW (first postcode)
-- 30/6/2019 - 10/12/2020, BN13 1FP (second postcode)

- checked Re-print Invoice (from 1/1/2018 - 24/2/2024) -> 39 invoices covering 26/1/2018 - 10/12/2020 found

- offered Bill Reprint / educated cx that we can only send the invoice copies via post with each copy costing 2 pounds (39 invoices * £2 = £78), no option to send it via email or digitally

- cx stated will come back later as the charges are too costly // educated cx that these are noted to save time for explanation and process later

- closed chat due to no response

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== CLOSED
=== NOTED
CLI/Acct#: 1011708579
CID: 485a7ff6-2a92-4408-bdcd-2ba3d0cc1ae1
==========================================================



11
*** CS DIGITAL
Name of contact (if non account holder): Alison johnson (AH)
IDV passed/failed: NA
Security details updated: NA
Reason for contact: I've done all this before I've been on my mobile for hours. Please call me tomorrow as my mother got cancer / I can't cope with this anymore today

Resolution provided:
- cx verbatim: "I've done all this before I've been on my mobile for hours. Please call me tomorrow as my mother got cancer / I can't cope with this anymore today"
- cx requests callback for tomorrow
- tried to ask probing questions about her query but cx was unresponsive
- updated CMP-593179

Timeframe (if applicable): tomorrow
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: Updated

=== CPOBS
=== NOTED
=== COMPLAINT UPDATED

Action taken:
- cx verbatim: "I've done all this before I've been on my mobile for hours. Please call me tomorrow as my mother got cancer / I can't cope with this anymore today"
- cx requests callback for tomorrow
- tried to ask probing questions about her query but cx was unresponsive

Next steps:NA
Expectation set:NA
Preferred contact number/time:NA
External Escalation mentioned (Give details):NA
Communications sent (SMS, email, letter):NA
SMS sent (if applicable, copy and paste full message into notes):NA
Escalated to:NA


CLI/Acct#: 01616378143
CID: 098b074f-8ce3-420d-af7e-7ce54f2b30d4
==========================================================

12 & 13
*** CS DIGITAL
Name of contact (if non account holder): Mona burns
IDV passed/failed: DPA NOT NEEDED
Security details updated: NA
Reason for contact: I am now out of contract and looking at my options - can you tell me why my boost has jumped in price this month? Also what is the best deal you can do if were to sign up again?
Resolution provided:
- MRC is £39.95
- Contract ended on 24/2/24 // Unlimited UK Calls Boost's £11 discount expired on 24/2/24 but the Fibre 65's £6 FPP is still active

- cx wants the same package // checked Change Package / found only £6 FPP 24M and Unlimited UK Calls Boost's £7.50 as best options = New MRC is £37.45 // unable to lower the bill due to my cap limit

- transfer to Retentions to assist cx in getting better deals

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== CPOBS
=== CPBBS
=== TRANSFERRED
=== NOTED
CLI/Acct#: 02840631651 / 1007245568
CID: 9c5d53bd-7d40-4889-9f0b-7add9932691d
==========================================================

14
*** CS DIGITAL
Name of contact (if non account holder): George a aSSHFORD (Acct Holder)
IDV passed/failed: NA
Security details updated: NA
Reason for contact: Need Help with my Mobile / I have been xmmsd tywice, and I know someone is using my connection. He;p me please
Resolution provided:
- cx had difficulty verifying the account

- educated cx that the Mobile department is not available today and to contact them tomorrow between 9AM-7PM

- cx asked if we can send him a TalkTalk SIM chip, educated cx that only Mobile team can help him with that, hence to call the said team tomorrow or at his most convenient time between 9AM-7PM

- customer stated he's 73 years old (with difficulty in typing)

Timeframe (if applicable): tomorrow (9AM-7PM)
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

=== CLOSED
=== NOTED
===== SURVEY: 10/10, 5/5, "😀ok"
CLI/Acct#: 02076021167 / 2000317014
CID: 371bb67a-4a74-44aa-8521-5b563ed741a8
==========================================================