topic Re: DD taken by Talk Talk before switch and charged again for a service already paid for. in Billing

DD taken by Talk Talk before switch and charged again for a service already paid for.

BMaratt — Tue, 16 Jul 2024 23:39:42 GMT

I expect I’m not the only one here that’s owed money by Talk Talk and being fobbed off to sort it out my self. Option 1 is here. Option 2 the chat which shuts before I finish work and Option 3 call them, again shuts before I get home from work. No to calling on a weekend. Im not making another call, the last call I made took 1 hr 39 minutes when my broadband wasn’t working. The repetition of questions, not the staffs fault, Talk Talks. Interesting that I wasn’t on the Talk Talk system, didn’t have access to my account either until the details were sent through during the call.

So Talk Talk took a direct debit on 04 June for £26.99 before the switch over. Then on 09 July a payment of £39.32. Apparently the increase is from the switch over of my broadband on 13 June but I’ve already paid by direct debit on 04June. I’ve emailed customer service, who did not answer the question despite me taking the time to provide evidence of the payments. Ignored really with delaying tactics.

So, should I be reimbursed for the unauthorised direct debit taken from my account on 04 June prior to the service switch to Talk Talk. Without notification. Who advised I would be switched over after 10 June. As well as not providing me with any means to check my account until I called with an external fault on 15 June. Or should I be reimbursed for the bill charging me for what I’ve already paid for.
It doesn’t seem very professional to take money from a future customer’s account, without notification or an explanation. Then charge them again.

Re: DD taken by Talk Talk before switch and charged again for a service already paid for.

Divsec — Wed, 17 Jul 2024 05:10:09 GMT

Hi @BMaratt the gap between the the two payments is greater than a month is it possible that the difference in DD amounts is balancing those extra days?

What was your normal DD date?

Finally did Talktalk or your previous (Shell?) take the June 4 payment?

Re: DD taken by Talk Talk before switch and charged again for a service already paid for.

BMaratt — Wed, 17 Jul 2024 11:27:59 GMT

Don’t think that would be the case. They advised that the direct debit date would be later. Doesn’t make a difference or shouldn’t as June and July payments were taken by Talk Talk.

£16:60 charge for the 5 days between the monthly payment day, would mean £99 a month for broadband. 😀

I don’t think they should have taken the payment for June until after the switchover as I wasn’t officially a customer.

Re: DD taken by Talk Talk before switch and charged again for a service already paid for.

Divsec — Wed, 17 Jul 2024 11:30:20 GMT

Hi @BMaratt thanks for that info, should make things a bit easier for the TT staff who can access your account.

Re: DD taken by Talk Talk before switch and charged again for a service already paid for.

Arne-TalkTalk — Wed, 17 Jul 2024 12:07:50 GMT

Hi BMaratt

Sorry, DD taken TT before switch?

That would mean Shell took the payment am i misreading that? if you have paid twice then a refund will be processed on the next bill.

Re: DD taken by Talk Talk before switch and charged again for a service already paid for.

BMaratt — Thu, 18 Jul 2024 10:13:35 GMT

Hi Arne

They refunded me the £16.60 but didn’t confirm if they’re going to put the details of the direct debit they took on 04 June onto my account. I can’t understand why Talk Talk took the direct debit on 04 June, then didn’t have me on the system with the switch from Shell to Talk Talk. Here’s the payments attached.

Re: DD taken by Talk Talk before switch and charged again for a service already paid for.

Arne-TalkTalk — Wed, 24 Jul 2024 09:45:47 GMT

HI BMaratt

Those 2 references are not TalkTalk references

Your account with us didn't go switch until the 13th June so the payment and the 1st June, was shell, your first direct debit with us is the 1 July, so the 9th of July payment judging by the references where taken by Shell aswell

I would suggest calling us 03451720088 and asking for the shell migration team they may have access to shells system.

Sorry for any inconvenience caused