Talk Mobile continued… in OD

I got a response from Talk Mobile. Which, I suppose, is something. It quotes the terms and conditions to me to answer why my account had been closed (despite me saying I didn’t need to know that), failed to answer any of my questions, prefering instead to go with a blanket ‘We did try and contact you’ and then explained that in able to get my PAC code (used for taking your phone number from one company to another) I would need to, amongst other things, give them £200 which would be returned as soon as it had been used.

Here is my reply:

Dear Ms McEwan,

Well, congratulations. You have kept up Talk Mobiles fantastic, astounding streak of not actually answering the questions I want answered, replacing that difficult task (I’ve worked in a call centre, so I know how terribly complicated the entire procedure is) with the much easier task of answering the ones that I don’t want answered.

I’m pretty sure I explicitly stated that I don’t want, or need to be, told why my account was closed. Let me just double check. Ah, yes, here it is:
I don’t want to hear exactly why my account was closed, I’ve already been told that (though, going on what I’ve written about above, I’m not entirely sure I can believe it).

However, thank you for the information. Perchance you were hoping that it would cause my eyes to glaze over and I’d give up? Sorry, not that simple.

Oh, wait, my apologies, you did answer my question about the PAC code. Thank you for that. I have to ask, though. A £200 deposit? What’s that for? Can you justify asking for such a high amount? Is Talk Mobile concerned that I’m going to sell the code on Ebay and try and make a few quid from it?

So, here it is again: why did I recieve absolutely no warning that my account was in danger of being cancelled? Why were there no phone calls? You may well keep arguing that you did try and phone me, but unfortunately, if someone says that have sent something and the reciever states catagorically that they did not recieve it (as is the case here) the onus is on the person sending it. I know you have the phone number in question, it was linked to my accont (strange how that works). And I recieved no phone calls, no voicemail messages. I told you about the size of the missed call/voicemail message icon that would have appeared on my phone, so it’s not possible I wouldn’t have known.

Same for emails. And again, I ask this: why did I recieve no emails untill a week after my accont had been closed? Why, when I phoned to ask about this, was I informed that any such email had been sent to an account that I did not know had existed and which I suspect still doesn’t? In your reply to me, you completely ignore that part altogether.

I’ll give you a hint about the idea behind customer service: what you are supposed to do is actually answer the questions that the customer is asking you to answer. Not answer ones that they have told you they don’t need answering and hide the rest in a very thinly veilled suggestion that the customer is lieing to cover something. Seeing as you guys seem to have little to no idea what customer service entails, I thought I could help you out.

The clock is reset. You have another week before I go to the CEO (with all email communication between us attached).

Yours sincerely,

William Forbes