topic Re: Exit charge fiasco in Billing

Exit charge fiasco

Curried — Thu, 20 Feb 2025 21:42:40 GMT

Hi, I received a letter on 24/1 notifying me that the price for my service is changing and it listed 4 options to me. Option 4 stated I could leave without any exit fees even though I was still in contract. On the 25/1 I had this confirmed via live chat and later by a person on the retention team via phone call that this was correct. I then decided to switch to another company.

I have received 2 letters and 2 emails stating I can leave without penalty, but now the switch has gone ahead talktalk have sent me a final bill for £185 for exiting my contract.

despite numerous calls I am unable to sort this problem out and have found the staff on the telephone bullying and condescending. They do not believe me that I have had these letters and emails.
I have provided evidence of the letters, screenshots of the chats and no one seems willing or able to sort the problem out.
To my fury someone from billing and accounts offered to reduce my exit charges by 25% and then 50%!
Can anyone please help I am at my wits end.

Re: Exit charge fiasco

Divsec — Fri, 21 Feb 2025 07:51:41 GMT

Hi @Curried your post has been escalated and you should hear soon. In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

The team here are great and will help you get this sorted.

Re: Exit charge fiasco

Curried — Sat, 22 Feb 2025 13:44:12 GMT

I think I finally have the issue sorted by Sarab in the loyalty team. Within 2 minutes of talking to him he confirmed that we were correct and put us through to billing who after an hour and a half we eventually got sorted.

Re: Exit charge fiasco

Arne-TalkTalk — Mon, 24 Feb 2025 14:09:37 GMT

Thanks for the update.