Untitled Note

1. 5 || 10 Name of contact (if non account holder):  IDV passed/failed:  CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED* Reason for contact: Been charged for a missed payment date, when I payed my last bill on time || My account shows my due date as the 27th of each month, I had requested the 28th, through doing so myself and asking through chat, as I get paid the 28th of each month || Why would my account for one month switch to the 24th of each month, I would never have done that, as it would make absolutely 0 sense for me to put my payment due date so far before the day my wages come in || This isnt the first time this has happened either, and its starting to feel like talktalk are taking the piss a wee bit to be completely honest Resolution provided: checked trio || CSA || Changed payment date || process credit and educated cx that once it will happened again in the future we cannot give credits again Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 2. Name of contact (if non account holder):  IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: I thought I was infront well that’s what I was lead to believe,why is it 112 for the month wow || why is it £112 doesn’t make sense || thats ridiculous Resolution provided: checked trio || cx that the reason why her bill was like that because that was the effect of changing payment due date || CX UNRESPONSIVE Timeframe (if applicable): NA Upsell/recontract (if accepted): NA Agreed offers: NA Complaint Raised/Updated or De-escalated: escalated to SME RAY 3. Name of contact (if non account holder):  IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: bill inquiry Resolution provided: educated cx about her bill why it was went up because it was out of contract || cx unresponsive Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 4. Name of contact (if non account holder):  IDV passed/failed:  passed () Reason for contact: :Hi, i enetered in to a new contract a few months ago and the offer included a free alexa this hasnt arrived? Resolution provided: checked trio || voucher eligibility tool || educated cx that she is eligible an advised cx to contract directly giftcloud Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 5. Name of contact (if non account holder):  IDV passed/failed:  na Reason for contact: cx want to ask contact number || it you will not be able to offer me a suitable contract. I need to speak to someone from the Better Value team. That’s when the trouble starts. Then I get cut off. Resolution provided: provide contact number for Customer service Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: Name of complainant: MR ANDREW MCALLISTER   Mobile number: 02893366925  ||  07587260479    Summary of complaint: cx want to ask contact number of the better value team ||I mean I have tried all yesterday afternoon and evening and this morning to get my contact changed. It would appear to be too difficult and so my chats simply get cut off ||im certainly not doing well trying to get a response from Talktalk || it you will not be able to offer me a suitable contract. I need to speak to someone from the Better Value team. That’s when the trouble starts. Then I get cut off || I would appreciate a telephone number so that I may speak with a Manage External Escalation mentioned (Give details): na Action taken so far: na Resolution offered:  na Resolution requested:  na Escalated to: TL DJ 6. Name of contact (if non account holder):  IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: cx wants to accept the offer in her email Resolution provided: checekd trio || asked some proof of the email || renew contract Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 7. Name of contact (if non account holder):  IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: bill inquiry Resolution provided: checked trio || CSA || educated cx that she was charged for direct debit rejection fee of £12.50 and this was already waived from one my colleague Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 8. Name of contact (if non account holder):  IDV passed/failed:  CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: = I'm due compensation but still haven’t received it yet. = My broadband took nearly a month to set up = i was told compensation would be along with my 1st official bill in June. I’m on my 2nd bill now and nothing Resolution provided: transferred FTTP Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na Complaint Raised/Updated or De-escalated: na 9. Name of contact (if non account holder):  IDV passed/failed: passed Reason for contact: Ive been charged for an engineer that came out and was told i would only be charged if i missed the appointment wich i didn't Resolution provided: checked trio || CSA ||MYDESK || asked assistance from supervisor to validate and process credit of the charged 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 got a message on my tv that boosts are changing thise this affect me Resolution provided: checked trio || knowledge || asked some questions || should educated cx that old tv boosts will stop working on 31 July and advise to upgrade now TV however cx unresponsive 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:  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: 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: