Untitled Note

1.LL13 8SJ || Marrin Churchill b8c0fa9a-0dfd-4d2a-84f8-2bb5e791e68b Name of contact (if non account holder): IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: i want to change my paymrnt date but having issues Resolution provided: checked trio || changed payment due date || educated cx about the impact of his next bill Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 2. 01625614406 || anna hughes 0e720c7b-992c-47ce-b038-47b121028972 Name of contact (if non account holder): IDV passed/failed: PASSED Reason for contact: In July i agreed a new contract with you, at £37 per month. However i had to contact you again in August because my bill for Aug/Sep was wrong. in my Sep/Oct bill you have refunded what was due from the date i rang you in August, but i am still due a refund for the overbilling from mid July to mid August. || cx asking if the email she was received is really form talktalk Resolution provided: checked trio || ask assistance from supervisor to validate credit on the account || in regards to the email, checked trio there's no email was sent to her , provide email address to report scam and phishing email Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 3. c52e7e975-185d-46f9-b4a0-c4a42ad99327 Name of contact (if non account holder): IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED* Reason for contact: I will move home to MK4 3DJ on 26-Sep-2022 Resolution provided: transferred better value Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 4. Dg1 4bl 9496035f-4626-48ff-8f7e-1af422255066 Name of contact (if non account holder): IDV passed/failed: na Reason for contact: wifi is rubbish, in a small one bedroom flat dosent even cover the house. Been a issue since we joined got i think 2 wifi boosters which we had to pay for from talktall and someone that made the connection worst. And now its not really worth the £35 a month when it barely works or works at a fraction speed. Resolution provided: na || cx went idle during IDV process Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 5. || 01903872870 Name of contact (if non account holder): Janet Swales IDV passed/failed: FAILED Reason for contact: cx want to access my account || account holder passed away on March Resolution provided: educated cx that she need to contact our bereavement department for further assistance || provide contact number Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 6. Hayley Heath || Cf43 4bu 5dbb4eda-56bf-4083-aa43-8927e05bbb59 Name of contact (if non account holder): IDV passed/failed: passed Reason for contact: cx want to remove tv on the account Resolution provided: checked trio || removed tv on the ac ount Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 7.d8d4230c-6ad0-4844-8965-223cb08b7a9d Name of contact (if non account holder): IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: cx want to cancel Netflix on the account Resolution provided: checked trio || transferred retentions as cx has a Fiber65 with Netflix bundle Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 8.01903366227 9ab0339d-f338-4423-a61f-914783ad7eb5 Name of contact (if non account holder): IDV passed/failed: FAILED Reason for contact: Need to book an engineer for a fault but cannot log onto my account Resolution provided: asked cx what was happening to the service why she needs an engineer || cx went unresponsive Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 9. 39768535-dcfd-40cc-a9ee-9e6dd01d6427 Name of contact (if non account holder): IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: I'm looking to set up my own modem but I need the username and password Resolution provided: transferred technical team Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 10. Name of contact (if non account holder): IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: I would like to get rid of tv out of my package please Resolution provided: checked trio || removed tv from the account Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 11. Name of contact (if non account holder): IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: if I do decide to take the contract say for 18 months and I have to end it earlier, is there a charge for that? Resolution provided: checked trio || educated cx about the charges of contract breakage fee Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 12. Name of contact (if non account holder): IDV passed/failed: passed Reason for contact: cx wants to update direct debit details Resolution provided: checked trio || CSA || Walk through cx to my account on how to update direct debit details Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 13. Name of contact (if non account holder): IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: cx moving home home and want to know the offer into the new home address Resolution provided: transferred better value Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 14. Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: 15. Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: 16. Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: 17. Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: 18. Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: 19. Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: 20. Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: Name of contact (if non account holder): IDV passed/failed: Reason for contact: Resolution provided: Timeframe (if applicable): Upsell/recontract (if accepted): Agreed offers: Complaint Raised/Updated or De-escalated: