topic Re: I only wanted to cancel my contract but I am not sure I was heard in Billing

I only wanted to cancel my contract but I am not sure I was heard

MaxZaytsev — Mon, 04 Mar 2024 18:54:04 GMT

I contacted TalkTalk first via chat, then via a phone call and told them I wanted to terminate my contract earlier.

After quite a long chat I was told it's not possible to terminate the contract via chat and so I had to put my phone number so they can call me back the next day. I did so.

The next day I received a call, but unfortunately, I couldn't understand a word the person I spoke to said, so I had to drop the call and call them back again.

This time I've been heard and served well, and we agreed I could terminate my contract earlier and that they are to send me a kit, or box, or package for returning my EERO routers.
I thought that now everything was sorted out, but it seems it was not.
I received an email, saying that my contract was not to be terminated on the 2nd of April 2024 (and that's fine, this is what I asked for).

But then I also received an email saying that "I've changed your full fibre package" (and I haven't – I only asked to terminate the contract) and that the changes are to be enabled since 5th of March 2024 (again, I only wanted my contract to be terminated since April 2024).

Then I got another email, saying that "My full fibre is live" (whatever that could mean).

Ok, I thought that was a mess in their emailing system, and that my issue was sorted out (as I've been told on a phone call).

But now I am not sure, because a few days later I started getting phone calls from TalkTalk (again and again), and they said they were calling me about my "complaint" (I did not leave any complaints, I only asked to terminate my contract, for the Lord's sake).

Ok, anyway – I still hope that everything will be fine — and my only wish is that they can have an email support line, instead of those Chat and Phone which, it seems, work fairly poorly.

Ooomph... I feel better after I said all of it

Re: I only wanted to cancel my contract but I am not sure I was heard

Ady-TalkTalk — Tue, 05 Mar 2024 07:09:58 GMT

Hi MaxZaytsev, it looks like the order that was placed before the cancellation is preventing the cancellation being processed as the orders must complete before a new order can be processed. I've checked the account and it looks like someone is trying to help but the new order shows a completion date of 24/3. I've moved this to the accounts section of the community so that Arne our provisioning specialist can help.

Ady

Re: I only wanted to cancel my contract but I am not sure I was heard

MaxZaytsev — Tue, 05 Mar 2024 09:32:59 GMT

@Ady-TalkTalk thank you for the quick response, first of all. But again:

I literally have no idea about what "new order completing on 24/3" we are talking about – again, the only thing I asked about was to terminate my contract from April 2024
What "complaints" everyone were going to discuss with me did they mean? The first complaint I am leaving – is this post on this forum.
And finally, how can you help me resolve this issue? (or issues, already?) Who should I call to? Write to?