topic Re: Refund in Billing

Refund

hitsquads — Sun, 02 Nov 2025 14:54:40 GMT

Sorting this out for my Mum who has gone into care,cancelled her phone line awhile back and recieved the final bill which had a refund,having no joy getting this opened an online account to set up direct debit to get refund won't let me,spoke to online chat who suggested i reactivate the account ,seems pointless and don't know how to, so basically going round in circles,any advice appreciated.

Re: Refund

fr8ys — Sun, 02 Nov 2025 15:20:06 GMT

Sorry to hear this.

I know it's not a bereavement, but their dedicated team must come across situations such as yours, so it might be worth giving them a call to see if they can help or at the least put you in touch with a department who can.

https://help-centre.talktalk.co.uk/Manage_account/Change_of_circumstance/Our_bereavement_team

Failing that the complaints procedure is outlined from a link at the bottom of each page should you wish to proceed down this route.

Re: Refund

ferguson — Sun, 02 Nov 2025 15:29:06 GMT

@hitsquads

Was your mum the account holder with the service and billing details in her name? In which case they should be able to send a refund to her by cheque. You may need to arrange authority to act in order to smooth the process.

Re: Refund

ferguson — Sun, 02 Nov 2025 15:44:42 GMT

@hitsquads

Just another thought. You don't need to "reactivate" the account, it should still be live. Can you access it on your mum's behalf?

Re: Refund

hitsquads — Mon, 03 Nov 2025 02:21:59 GMT

I can access it but says i need to set up direct debit to get refund,but it won't let me saying this servive is not available to you.

Re: Refund

mandisa1-TT — Mon, 03 Nov 2025 08:09:36 GMT

Thank you so much for the support @ferguson and @fr8ys

Hi there @hitsquads The information provided above is correct, just to confirm are you the Nominated user or appointed as the power of attorney?

Re: Refund

hitsquads — Mon, 03 Nov 2025 12:32:16 GMT

I am power of attorney.

Re: Refund

mandisa1-TT — Mon, 03 Nov 2025 13:14:07 GMT

Can you please update your profile, so i can locate the account and assist you further.

Re: Refund

fr8ys — Mon, 03 Nov 2025 13:17:07 GMT

Link to your profile can be found here.

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