Home News Mr Justice Consumer Advice

When is no charge a charge?

Aug 30 2009 by Mr Justice, Sunday Sun

Mark at customer service passed him to … Sheldon in the technical department who passed him to … Dane in customer services who passed him to … Stewart in the options team who offered … £50 off the bill.

Nice of them, don’t you think, they tell him not to pay anything, send a bill, and think they’re doing him a favour by knocking half off.

That’s when Leslie brought me in on the case. I asked Talk Talk for an explanation and within hours they had promised to investigate.

A few days later, bosses confirmed he would not have to pay a penny.

I was told: “We have been in contact with Mr Williamson to notify him that we have refunded the charges.”

They admitted an agent had previously promised a refund but it was done in error.

I was told: “The charges are valid and should stand really but as he has been told they will be cleared we will have to stick with that.”

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