Sharp practice

Yet another overcast, damp and drizzly day. In the news Aberdeen was reported as being covered by cloud continuously for three weeks. Wind from the west has given Wales occasional clear sky days in that time. I wish the medication clouding my brain each day at the moment would go away. It starts within an hour of taking morning meds at nine and doesn't clear until tea time, if not later.

There was a bank statement in the morning's post with a deduction of £171 taken by TalkTalk. I've had no final account statement paper document , nor digital notification email to enable me to question this final figure. I had expected a final bill for the second half of December and up to 9th January when the account closed, line rental amounting to £40 - £50. I have proof I returned TalkTalk's equipment in December. This really upset me. 

Kath sent me a link to BBC's 'You and Yours' consumer programme to tell the story to their Watchdog team. It took me three hours to write a detailed account in an email and copies of supporting evidence. I received an acknowledgement, but there's no guarantee the Watchdog team will investigate. 

Many of my written exchanges with TalkTalk over the past five months were by Direct Message. I was unsuccessful in copying or downloading any of these as a record of the process, I couldn't find a means to do so. There is a separate trail of SMS messages relating to several complaints I've made which TalkTalk alleges were resolved. These are linked to some kind of on-line dispute resolution service for which I have neither had time or patience to follow up, or contest. Life is too short for that, especially when you're unwell. Making the procedure opaque is a sure way to deter clients from pursuing any further. 

If anyone is unable to make a copy of messages coming from the TalkTalk Direct Messaging server to support contention over the 'resolved' complaint, it becomes too daunting to pursue.  The same applies when money is taken from your account before receiving and agreeing an itemised final bill. I have proof of postage for my return of TalkTalk equipment. There's no reason why I should be charged for non-return if it got lost in transit or at the recycling warehouse. No reason for not mailing me a paper copy of the final account. In cancelling my TalkTalk service back in December I was informed I'd lose my TalkTalk email address which I hardly ever used. There would be no reason to email a final bill to that address, unless to make the final reckoning more opaque. They already have a record of my Gmail account for security purposes. This issue is either a matter of monumental administrative incompetence or malpractice. I'm hoping the 'You and Yours' team will look into this. This would support a complaint to OFCOM or make one on my behalf. We'll see.

It was gone four by the time I went out for a walk. I certainly needed fresh air and exercise after sending this story to 'You and Yours'. It started to rain, and gusts of wind as it was getting dark made an effort to break my brolly detaching the handle section from the rest. Not a pleasant evening. A troubling day feeling out of control of this faceless situation and angry with its impositions. I hope I can sleep tonight.