£75 charge for missing an engineer who came and fixed the issue!

[Vicky047]

I got a £75 charge because I missed an engineer's visit on 17/01/26. However, this is wrong as the engineer came on 17/01/26, spent 30 minutes and he fixed the problem (change of a cable externally). It's in my records. You sent me a message on 17/01/26 that the problem is now fixed. Could you please remove this charge from my bill? Your online chat, telephone line and WhatApp app aren't working today. I couldn't contact anyone. Thanks

[mandisa1-TT]

The back office team will apply the credit in 5 Days, which means that might be on Friday. 

You do not have to do anything, please make sure you have the full amount on your account on the 30/01/2026 and once the credit has been applied you can request for a refund and it will be credited to your bank account.

[Vicky047]

The direct debit will go through on 30/01. Should I do something or will I see £75 credit in my next invoice?

[mandisa1-TT]

You are most welcome:)
The credit will be applied on your TalkTalk account and if you have already paid your bill, you can request for a refund via your online my account.

[Vicky047]

Thank you for your help. Much appreciated. Will the credit appear in my bank account or Talktalk account?

[mandisa1-TT]

I can confirm the £75 charge is invalid based on my review of the information provided by the engineer. The charge will be applied to your account by our back-office credits team within 5 days.

[Vicky047]

No I don't 

[mandisa1-TT]

Kindly confirm a few details for me. Do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

[mandisa1-TT]

Our systems are currently undergoing maintenance which means I only have limited access at the moment, therefore please could you chat back 2-3 hours when we will be able to complete this for you.

[mandisa1-TT]

Our systems are currently undergoing maintenance which means I only have limited access at the moment, therefore please could you chat back 2-3 hours when we will be able to complete this for you.

[siphosethu-TT]

Please bare with me as I ran some test on my end. 

[amahle-TT]

Thank you for confirming we will look into this for you.

[Vicky047]

No I haven't contacted TalkTalk using other platforms. Could you please help me to sort this out? Many thanks 

[Philile-TT]

@Vicky047 thank you for bringing this into our attention. Please advise if you had contacted TalkTalk using other platforms. @Gliwmaeden2 thank you for the support. 

[Gliwmaeden2]

Opening hours are listed here for Chat / phone support:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

For forum staff support please go to the profile area and complete your details, @Vicky047.

Go via your avatar; settings. In Personal Information add your Talktalk phone number or account number. SAVE CHANGES. 

[Gliwmaeden2]

@Vicky047, there are no staff on here at weekends, so this won't be picked up before Monday. 

Did you check opening hours for Chat / phone etc, as they are not 24/7 either. 

The bill itself cannot be altered once made up, but a credit can be put on your account so that, if well ahead of the DD, it's not taken this time at all.

If the DD comes out Monday, the full amount would be taken but credited back anyway - you can then leave it in My Account to cover subsequent bill(s) or claim it back from My Account to your bank account.