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Requesting a refund

The easiest way to request a refund is on the My Bills page in My Account. Below is a list of our refund options and the time taken to process a refund:

  • Directly to your bank account - a quick and easy way using the bank details registered to your TalkTalk account. The refund will be in your bank account within 7 working days. If you have more than one bank account, you can request a refund to your nominated bank account in My Account if your Direct Debit is active.
  • Card refund - only available if you have a card registered to your TalkTalk account. Card refunds aren't yet available online, however our live chat team will be happy to help. Once requested you will receive your card refund within 5 working days.

 

You can request a refund if your account balance is in credit and one of the following applies to you:

  • You've made an overpayment and the payment was made more than 2 working days ago (this allows for the payment to successfully clear to us)
  • You've paid for something you shouldn't have been charged for
  • Your account is in credit once you've disconnected your services and received your final bill

We won't refund you in the following circumstances:

  • Your account isn't in credit
  • The credit on your account isn't from an overpayment, incorrect payment or final bill credit
  • When a bill is about to be produced (within 4 working days) which will use up the credit on your account
  • If you've already requested a refund through another channel 
  • If your services haven't gone live yet

 

Refund less than expected?

If the amount refunded is less than the amount requested this is usually because charges have been applied to your account between the time the refund was requested and it being processed. You can view any charges applied to your account in the Previous tab on your My Bills page in My Account.

 

The easiest way to request a refund is from the app if your account is in credit. 

 

QR code for billsQR code for bills

App shortcut

On your mobile phone select the below link
to access your bills in the PLUS app.

 

 

You should request a refund via your TalkTalk PLUS app however you're only able to request a refund when you've made an overpayment, paid for something you shouldn't have been charged for or after leaving us, your final bill is in credit. 

 

Submitting A Request

  1. Log into the  app
  2. Select Bills at the bottom
  3. Under Manage bills select Request a refund
  4. Be sure to review the eligibility criteria within the app
  5. Select Continue
  6. Select Yes on the pop up message
  7. Once submitted a member of our team will review the request within 72 working hours and update you on the outcome. if successful your refund will be in your bank account within 7 working days. 

We won't refund you in the following circumstances:

  • Your account isn't in credit
  • The credit on your account isn't from an overpayment
  • If your bill is due in the next 4 days
  • If your services haven't gone live yet

Refund Less Than Expected?
If the amount refunded is less than the amount requested this is usually because charges have been applied to your account between the time the refund was requested and it being processed. 

 

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