About cancellation

[Mingl]

Hi there

 The thing is i renewed my talktalk account last month. However i changed my mind and i placed a switch order on virgin media last month. I concerned about the new contract with TT So i called TT. The agent said it's fine, once the order completed the contract will automatically be cancelled, VM completed the order on 21.10. I noticed that TT contract still not been cancelled yet. So i ask TT and TT says They are not able to do anything. I have to talk to VM to cancel it.then i called VM and they says they already completed the order and u have to find the TT to cancel ur contract. So i called them and spent 3 days on it. I still can't solve the problem. I gave up  and called ofcom. They suggest me to email concerns.talktalkk team. I emaild them and it's been 2 days still no response. So I'd like to get some advice from here.

Many many thanks

[Mingl]

Oh sorry to be a dumb😂. Yeah. They didn't transfer money from my bank.  thanks for explanation

[Arne-TalkTalk]

Hi Mingl

That balance has been completely cleared today. 

[Gliwmaeden2]

So the actual bill came in on the 1st, for the full month ahead.

The £12.51 looks like an adjustment. It looks like it's been credited to the account. It probably covers the difference between the 30 day billing cycle and the 30 day notice period which is not as late as 30th November. So you seem to have got those days back already, @Mingl.

Check your bank account, @Mingl.

If you don't see the money debited there, it means they have already taken into account the fact that you are leaving. It will have been subtracted from the total.

That means that it is only the remainder that you will find taken by DD on 8th November. So £28.00 minus £12.51, leaving £15.49 due to be taken on Friday. 

[Mingl]

Hi there

  Now i got two new payment.  One is on 6.11 for £12.51 which is already charged me and i don't know what is that for. Another one is the regular payment will charge me 28 on 08.11. Now i got £15.49 in my account

[Mingl]

Hi there

I can see the phone number is already disconnected in my account. But i still can see the contract in my account. And talktalk transferred one new bill payment into my account on 01.11, I haven't received any refund as well.

[Arne-TalkTalk]

The account is now showing as cancelled. 

[Mingl]

 My next bill should be on 09.11. But yeah. If I've been charged again i will tell u. Much appreciate that for ur support again. Help me finally solved the problem. 👍🏻👍🏻

Many thanks

[Arne-TalkTalk]

Its a standard 30 day cancellation, if you receive another bill let me know.

[Mingl]

Hi arne

Thanks a lot. How long will the cancellation take may i ask? 

[Arne-TalkTalk]

HI Mingl

There is no termination fee,  Once the account cancelled we can look into the billing.

I suspect a refund will be required.

[Mingl]

Thank u very much. I'd really appreciate that you could help me with this. My i also ask Shall i still need to pay for that early termination fee? And what about is final bill then? Many thanks

[Arne-TalkTalk]

Thank you, The problem has been removed and the cancel request has been placed. 

[Mingl]

Sorry to reply So late. No they don't. Because because i no longer needed the laneline anymore, So i didn't ask them to keep it. U May just cut it off. Many thanks

[Arne-TalkTalk]

Hi @Mingl

Sorry that you are having problems 

It looks like there is an error on the account which is stopping us from placing the cancellation, I will need to log this to the network team to fix it.    Just to confirm did VM transfer your number to their service or did they give a you a new one. 

Once the fault is fixed we can cancel the account as requested 

[Gliwmaeden2]

If they'd rolled back your renewal your old contract would have finished and rolled on for a few days at full price, not breaking the bank balance, @Mingl.

Not a problem Virgin setting you up as and when (as you say you used the one touch switch method).

That would have been nice and easy for Talktalk to then sort out your final bill, and job done.

By not reversing the renewal (which they could have done at the end of September, as you were still within the 14 days) you are now tangled up with nearly two years-worth of early termination fees, @Mingl.

Yes, it's easy for Talktalk to cancel your contract - it can be done at any time, but just a month into a two-year contract comes at this massive cost.

I'll re-escalate this for you again in the hope that we can get some advice from staff.

[Mingl]

I haven't received any email about the new contract. But looking into my account. The new contract is ending on 23.09.2026, now i know why the agent says that. But I'm mention that just say they are able to cancel the contract But they don't do that for me. I understand they may need to follow the process to cancel the contract, However after that i confirmed VM is already completed the order. They should cancel the contract for me. It's a very easy thing for them. Isn't it😂

[Gliwmaeden2]

@Mingl, your new contract would override that old contract end date.

Did you receive an email containing contract details for the new contract?

That's the one that would be active, if it went through in September. The old end date would become irrelevant, which is why agents looking at your current situation think early termination fees would be due.

[Mingl]

It's fibre 35 contract. Same as i got before

 

[Gliwmaeden2]

What kind of new contract with Talktalk was it, @Mingl?

Ordinary renewals start that very day.

Were you upgrading your service or something?

[Mingl]

It's on 29.09 or 30.09 can't remember which day. But definitely called them after i placed the switch order. And i received an email said that my old contract is end on 20.10.2024 And new contract will start on21.10.2024. So i wonder to know when will the 14 days cooling off period start with? It's the day i accept the new contract or the day that new contract start? Many thanks