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TalkTalk offers defrauded customer £30 compensation

The customer, who had £3,500 stolen after the hack, was told it was unlikely any money would be stolen

TalkTalk logo

TalkTalk has offered one of its customers 30.20 compensation as a "good will gesture [and] final settlement" after he had 3,500 stolen by hackers as a result of the company's failure to encrypt his card details.

The telecoms company added the refund as a credit to customer Ian Rimmington's account after the case was passed onto case manager John Gusterton last week.

The money was taken from Rimmington's personal bank account two days after news of the TalkTalk hack spread and just hours after banks had been advised that card details had been stolen alongside the personal information of its customers.

Rimmington immediately contacted TalkTalk's CEO Dido Harding to seek compensation for the theft and at that point was put in contact with his case manager.

Gusterton sent Rimmington an email outlining his complaint, specifying he wishes to leave TalkTalk without having to pay a cancellation fee.

The case manager refused to waive the cancellation fee, but offered to credit Rimmington's TalkTalk account with 30.20, equating to one month's free service.

He then said if he accepts the gesture, the complaint would be closed down and considered settled. Unsurprisingly, Rimmington rejected the offer and is appealing against the decision.

Rimmington told The Register: "I asked him: 'If my card details were encrypted and no details lost, then why are you giving me the credit?'. I then asked about the conflicting information over the last week and was met by a wall of silence."

TalkTalk claimed it tokenised credit and debit card details, which it says "is a higher form of encryption."

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