topic Re: Unexpected monthly charge in Billing

Unexpected monthly charge

Fototony — Thu, 11 Jul 2024 19:05:56 GMT

I have recently been migrated over from Shell energy on fibre 65 broadband.
To cut a long story short my landlord decided to sell the property I was renting therefore I have had to find a new place to rent therefore had to set up change of address.
I am paying £26.59 per month but wanted to come out of the contract which expires in Aug 25 but couldn't do it without penalty charges which was around £138.
I had to set up a new 18 month contract which was quoted £27 per month (only a slight increase) but had a shock when I received a confirmation email saying my monthly cost is £33 per month.

So far my experience with TalkTalk is not good.

I cannot seem to get any answers as having a conversation with somebody is neon impossible even trying to get connected via their online chat.

I sent an email a couple of days ago and still had no response.

I find it really unfair that companies like this can charge you a penalty for coming out of contract early particularly when I had no choice in the matter but they can start a new contract with you which means you're forced to stay with them longer.

Re: Unexpected monthly charge

Gliwmaeden2 — Thu, 11 Jul 2024 21:11:58 GMT

Can you see all the details of your bill in My Account, @Fototony?

Check whether they have automatically added Supersafe. It's £6.00. It's security software. It can be removed if you don't want it.

Penalty charges are explained in the Ts&Cs - but basically we pay discounted fees per month while in contract. So Talktalk simply claws back some of that discount if we leave early.

I'll move this to the billing section for you, as it's not a problem with your service. Staff will be able to check the details of your new contract for you.

They reply during the day, Monday to Friday.

Re: Unexpected monthly charge

Anonymous — Mon, 15 Jul 2024 07:58:45 GMT

Morning,

I'm sorry for the delay. Can I just confirm, have you been able to log into your My Account?

Thanks

Michelle