topic Re: Still being billed after using One Touch Switch in Billing

Still being billed after using One Touch Switch

ben_flugel — Thu, 13 Feb 2025 09:10:19 GMT

Good morning,

I used the One Touch Switch service and moved to EE full fibre broadband. My service with them went live on 21st Jan 2025.

On 31st Jan I checked my Talk Talk account and my online account looked like it was still live. I contacted customer service via chat and they confirmed a final bill would be with me in 5 working days. Fast forward to today (13th Feb) and I log in to my account to see I have received a normal monthly bill for my services as if I haven't switched. No notification of this bill via email or text. Due date of yesterday (12th Feb).

Another chat session opened who have basically told me the same, it has been escalated and the incorrect bill will be credit and proper final bill issued within the next 3-7 days.

Can someone from Talk Talk here please confirm what is happening?

Re: Still being billed after using One Touch Switch

Arne-TalkTalk — Fri, 14 Feb 2025 13:35:33 GMT

Hi ben_flugel

The account is closed and the overpayment has been credited back to your account, you can request a refund via My Account.

Sorry for any inconvenience caused

Re: Still being billed after using One Touch Switch

ben_flugel — Fri, 14 Feb 2025 13:49:30 GMT

Hi @Arne-TalkTalk

Thanks for the reply and for the confirmation. Great to hear it has been sorted.

I have tried logging into my account though but all I see are errors. If I try and click on any of the links, it errors again.

I can't get to a page to allow me to request a credit. Can you help again please?

My account page

Re: Still being billed after using One Touch Switch

Arne-TalkTalk — Fri, 14 Feb 2025 14:18:39 GMT

I will try and request it from our side.

Re: Still being billed after using One Touch Switch

ben_flugel — Sat, 15 Feb 2025 11:33:29 GMT

Thanks for sorting this for me @Arne-TalkTalk, I've received all the notifications by email.

Is there any way of emailing me my final bill to my email address on file please? Just so I have it for my records. I can't get into my account. Thank you for your help with all this.

Re: Still being billed after using One Touch Switch

ben_flugel — Sun, 16 Feb 2025 08:38:15 GMT

By the way @Arne-TalkTalk @, I've received the usual bill available email. But it doesn't include the bill itself. It points me to my account to view it. If you're able to send a PDF copy to my email address I would appreciate it. Thank you again.

Re: Still being billed after using One Touch Switch

Arne-TalkTalk — Mon, 17 Feb 2025 12:05:58 GMT

Sorry its not possible to email bills its potentially aa breach of data protection.