topic Re: Account not cancelled in Billing

Account not cancelled

Dave75 — Sun, 20 Aug 2023 08:34:45 GMT

I cancelled my Talktalk account when I moved house on 30 May 2023. The house that I was moving to already had its own Talktalk account in my name.

Instead of cancelling my old account Talktalk have continued to bill me for it. I spent three and a half hours on the phone to Talktalk yesterday and am still not sure if the problem has been resolved.

what I need is for this redundant account to be cancelled and to be refunded for the amount that I have been billed for since 30 May 2023.

The other account at my new house is satisfactory.

Re: Account not cancelled

Gliwmaeden2 — Sun, 20 Aug 2023 10:29:19 GMT

@Dave75, they would have needed 30 days' notice, and, depending on your billing cycle, the end of service might not show till after the subsequent bill.

Even when it goes right, it takes a while to wind up. Keep your Direct Debit in place, as you need the details in My Account to claim the refund.

Staff will check what's going on during the week - they are not on here at weekends.

Re: Account not cancelled

Arne-TalkTalk — Mon, 21 Aug 2023 11:01:00 GMT

Hi @Dave75

Can you confirm the account numbers for the old and new accounts, can you add them to the private notes section of your community profile I can start to help with this.

Thank you.

Re: Account not cancelled

Dave75 — Mon, 21 Aug 2023 13:37:03 GMT

Hello Arne

I am not sure how to access private notes in my profile but I think that I have managed it and have supplied the information that you requested. If not please let me know.

This morning I spoke to a very helpful lady in Retentions section and I am confident that she has sorted out the problem that I had concerning the 2 accounts registered at my present address.

Re: Account not cancelled

Arne-TalkTalk — Tue, 22 Aug 2023 12:52:24 GMT

Hi Dave75

Thank you.

I can confirm that the unwanted account has a cancellation processing to be completing on the 30th. And a credit has been applied for the balance.

Once its completed we can look into the double billing issue.

Regards