topic Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help in Billing

I am trying to leave talktalk and keep getting palmed off on the phone, please help

Hammertime — Sat, 04 Nov 2023 10:04:27 GMT

I am trying my very best to leave talktalk and keep getting palmed off on the phone, please help.

I am trying to leave talktalk and they keep hanging up on me or trying to talk me into offers when I keep telling them I am already with another ISP now etc.

Can you please help me asap, I only have 5 days of my contract left and I'm already with another ISP but talktalk just want to haggle and argue constantly on the phone and they are driving me crazy, I know I am free to leave anytime as talktalk freely admit but talktalk on the phone are being so awkward as per usual, I have been with talktalk a very very long time now and they should treat people who have been very very loyal customers in fact all customers with respect, I'm only trying to leave as is well within my rights, I know I need to give 30 days notice etc but they just don't listen on the phone, please help me.

P.S, I meant to add that I left and went to ZEN FTTP (FULL FIBRE) and Zen digital voice for my phone landline, Zen even told me that talktalk wouldn't allow them to port over my old landline number that I had had all those 15 years or whatever length of time but approx those amount of years, so even though I was free to leave Talktalk they told me (according to Talktalk themselves on phone) they told Zen they wouldn't allow Zen to port over the number I wanted so desperately to keep and Zen had to give me a totally new another number as there was no other option.

I was and am totally disgusted at Talktalk for doing such a thing to me and losing my old number after all these years, but that's for TalkTalk, Zen to argue about, the very least I would expect is an apoligy from talktalk but that's to be seen and/or heard.

I WANT ALL OFFICAL correspondence from talktalk, everything and anything in email or in letter or both to confirm everything as proof, I am done with their nonsense although my time with talktalk 90% of the time was good, but dreadful TELEPHONE customer support though, the worst I have ever came across, I would and could say more but I will draw the line at this at least for now.

Thanks.

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Gliwmaeden2 — Fri, 03 Nov 2023 09:22:59 GMT

@Hammertime, forum staff are simply not authorised to process cancellations, and nor is Chat, which leaves us very vulnerable, with no paper trail.

But you CAN write.

You will see it mentioned both in the Ts&Cs (foot of the page link) and in the details given with the cancellation instructions here:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Arne-TalkTalk — Fri, 03 Nov 2023 09:27:26 GMT

Hi Hammertime

Sorry that you are unhappy.

Cancellations cant be processed on the community they can only be done via the telephone with our Loyalty team on 03451720088

Once the account is cancelled the number will be released and your new provider will be able to claim it.

Sorry for any inconvenience caused.

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Hammertime — Fri, 03 Nov 2023 17:15:31 GMT

@Arne-TalkTalk Spoke again twice to the loyalty team today and they are still giving me the runaround, what a waste of time😞

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Hammertime — Fri, 03 Nov 2023 17:14:25 GMT

@Gliwmaeden2 , is it the one in soapworks, colgate lane ? Could you please confirm ? Thank you 😉

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Gliwmaeden2 — Fri, 03 Nov 2023 19:48:14 GMT

It's really not clear whether that Colgate address applies to actually cancelling or just discussing issues etc, @Hammertime.

The Ts&Cs give you:

And:

It's up to Talktalk to keep its Ts&Cs info up to date. Keep a certificate of posting.

Given that this is in their Ts&Cs they have to legally respect a written request following these instructions, and, if they don't, you can set up a complaint formally too....

It's too ridiculous that they waste customers' time on the phone. I can understand them having to go through the script once, trying to keep you, but not repeatedly putting obstacles in your way.

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Hammertime — Mon, 06 Nov 2023 07:24:33 GMT

@Gliwmaeden2 @Arne-TalkTalk , should I now cancel my bank direct debit with Talktalk as I don't owe them any money (talktalks phone and internet equipment have been unusable and totally unplugged now since well before I even posted the first message in here about this) and have been free to leave for several weeks now but they just won't listen on the phone to what I am saying or should I just involve Ofcom right now after I get a complaint reference number off of talktalk again by calling them and I can bet they don't give me that ref number before I even try, it would be nice to know if its worthwhile even bothering talking to talktalk on the phone anymore or am I simply wasting my time as they are wasting my time ?

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Gliwmaeden2 — Mon, 06 Nov 2023 08:36:36 GMT

No, leave the DD in place until you receive a bill for £0.00, @Hammertime.

And read the Complaints Code very carefully to give you the correct details - it's not Ofcom that you contact etc. The code is linked at the foot of any TT page.

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Arne-TalkTalk — Mon, 06 Nov 2023 14:21:38 GMT

Let me investigate what is happening here, there are 2 cancellation requests that have failed.

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Hammertime — Tue, 07 Nov 2023 07:22:50 GMT

Thank you @Arne-TalkTalk

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Arne-TalkTalk — Tue, 07 Nov 2023 14:31:06 GMT

I have found a stuck order which we need to close then the cancellation can be processed. I will update you in 48 hours when hopefully it will be fixed.

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Hammertime — Thu, 09 Nov 2023 17:06:38 GMT

@Arne-TalkTalk , so the 48hrs have came and went now (office hours I mean), what is happening as I'm still getting nowhere here, I even got a complaint reference number from talktalk on the phone and email regarding this so that I can take the complaint to Ofcom, I have the email saved etc, I have been telling talktalk to cut my supply internet and and phone for approx 2 weeks now and nobody is listening, in the complaint email with the reference number they are saying give it 28 days but this is ridiculous considering I have been constantly trying to do everything possible.

I don't even know if the talktalk phoneline and internet is still up and running or what as I have been using Zen as soon as I got it installed like I said at the start etc.

please let me know a.s.a.p, thanks. 😉

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Gliwmaeden2 — Thu, 09 Nov 2023 17:57:10 GMT

They are probably treating a successful cancellation as the START of a notice period, @Hammertime

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Arne-TalkTalk — Fri, 10 Nov 2023 08:10:08 GMT

Hi @Hammertime

The cease has now been placed and is due to complete on the 14th.

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Hammertime — Sat, 11 Nov 2023 04:02:30 GMT

@Arne-TalkTalk , ok thanks, does this mean I can cancel my direct debit on the 15th Nov 2023 then ? Please confirm.

Also @Arne-TalkTalk , can you please check what equipment of theirs I have (IF I HAVE ANY THAT IS) and tell me exactly what item it is (model number and serial number etc) , a very very long time ago, maybe 10+ years ago I think give or take a couple of years, I defo remember them sending me a router in place of an old broken/faulty one but the router they sent was performing so poorly or it was also faulty too I ended up just buying my own router and used that instead, now, I either returned the router they sent at the time or was told here in the community by a member of staff I didn't have to return it, it was so long ago I honestly cant remember but if I do stiil have something they want then by all means please tell me the model/serial number etc and I will go on the hunt in my big attic/loft where I have a whole load of old random technical electrical stuff stored (mostly junk lol), if I do have something they want it would be up there somewhere, please advise.

Also @Arne-TalkTalk , if I do have an item they require back (see above details), would you please rush me out asap the pre paid postage bag etc to return it in thanks ?

I look forward to your reply next week as I know admin staff don't work in here at weekend, thank's for now.

P.S, @Gliwmaeden2 , could you please make sure Arne see's this message, thank you both 😉

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Gliwmaeden2 — Sat, 11 Nov 2023 08:46:46 GMT

Till you get a reply from staff:

1. The advice is always to keep the DD in place until you receive a bill for £0.00, @Hammertime.

If TT owe you anything (eg if this is not a complete month of use) that's also the fastest way to claim back any refund. It can take till the NEXT bill to sort everything out.

It is paid automatically to My Account, not your bank, but the reclaim method uses those same bank details.

2. Re equipment:

They don't now require the very oldest models back but a list of current items that must be returned is here:

https://community.talktalk.co.uk/t5/Articles/Returning-your-TalkTalk-equipment/ta-p/2348381

Arne-talktalk can check for notes on your account from the past. If you have to send anything, I would always keep a certificate of posting to track the items.

Check for the returns bag and label in previous empty boxes. If you can't find one, it's easy enough for Talktalk staff on here to send you one.

This will be back in the queue for attention and so you should hear back early next week. You are allowed 6 weeks to return equipment, so there's not an immediate rush, other than keeping well ahead of Xmas post!

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Arne-TalkTalk — Mon, 13 Nov 2023 10:11:59 GMT

Hi Hammertime

Leave your direct debit open until you receive your final zero balance bill

The last router we sent looks to have been sent in 2017 we wouldn't have any use for it.

Ill send a returns bag anyway

Regards

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Hammertime — Mon, 13 Nov 2023 11:27:02 GMT

@Arne-TalkTalk , thanks for the info but lets say they do want something (a router), how would I even get to know or would they maybe email me on the account email address which is different from this email address I use in here for this community ?

Could you let me know please.

And thank's, good idea about sending me a pre paid free postage bag anyway, thanks for that too.

I have got much more help from you guys in here than ANYONE on the phone in talktalk customer services and I mean that 😉

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Arne-TalkTalk — Mon, 13 Nov 2023 11:23:49 GMT

We have and exemption list that we can add your account to, to stop any emails about equipment returns i will add your account to it.

Re: I am trying to leave talktalk and keep getting palmed off on the phone, please help

Hammertime — Mon, 13 Nov 2023 11:31:10 GMT

@Arne-TalkTalk , thanks but what does that mean, I am taking a guess that it means I won't need to send anything back but you'll send a bag out just in case, yes ?