Account cancellation 'rejected'

[Nursehague]

As I write this I'm in tears.

I have never been treated as badly by one company in my life. I have been a customer of TalkTalk for years with no issues at all..... Until now. I moved house in November. I moved in with relatives and did not need an internet service anymore. I informed TalkTalk of this a WEEK prior to moving out. I was told I would not incur an early termination fee and that the account would be cancelled with no worries, and that I would be refunded any money due back to me. It is now 9th December and I am still connected, still paying bills. I was told my termination date would be 14th December, but then was told by someone else that this termination request was rejected and my account would not and cannot be terminated. Why? I told TalkTalk if I have to pay an early termination fee I will, no problem. Why on earth are they not letting me leave????? I DO NOT live in that house anymore, I DO NOT NEED AN INTERNET PROVIDER NOW. How hard is that to understand?? Talk Talk are now sending me threatening emails about me cancelling my direct debit and if I did not continue paying TalkTalk every month they would report me to a credit file agency and it would show on my credit file. WTF. I have NO clue how on earth they are allowed to get away with behaviour like this. 

 I have tried to reach out to TalkTalk to peacefully resolve this and pay any fee I need to be able to leave, and I have been fobbed off every time. Has anyone got any advice please please please???

TalkTalk have caused so much freakin' anxiety and panic in me now 😭😭😭😭😭😭😭

[Gliwmaeden2]

@Groundhog99, the post you replied to is nearly a year old.

For support from staff to put an end to your billing problem please return to the message board and click on start a topic to begin your own thread. 

Your new post will then be in a queue for attention. 

[Groundhog99]

Completely relate to this, TalkTalk have sent our family into a state of unbelievable stress in a cycle of insane contradictions by TalkTalk over their refusal to close our account. We moved house last month and gave 30 days' notice to close the account. We were told the people buying our account had rung them before my cancellation request, saying as they were not moving in straight away had asked TalkTalk to keep my account open for nearly two months longer! Sounds crazy, but TalkTalk gave this priority, and said my account had to stay open because of an arrangement with a BT line. I rang BT, they said what TalkTalk have told you is untrue. It doesn't work like that.

I spent hours in multiple long phone calls to TalkTalk. The best I could get was an assurance that once my 30 days' notice period was over, I would not be charged even though the account would remain open. I wanted something in writing saying this - an email or letter. The customer services advisor refused repeatedly, but assured me they would put a note on my account to this effect. I queried this - this would be readable by TalkTalk staff but would I be able to read it? No, I was told. But it would definitely be readable by other TalkTalk staff so I would not be liable for further bills.

But the bills continued. Further long calls continue in a cycle of demand for payment, eventually reduced to nothing and an apology, and then it all starts again with the next bill, told all over again that your account is open so you owe the money. It saps will and sends stress levels rocketing, without any sense of progress. A few weeks ago I actually got an email apologising, cancelling the request for money and crediting me with £15 as a 'goodwill' gesture. And then yesterday the next bill comes, which I challenge and am told today that as the bill is open in my name I am liable for payment. BUT I cannot close the account! 

I had thought TalkTalk just didn't communicate with each other properly, and have a frustrating policy of refusing to put what they agree to in writing. But I see from different threads in this forum that TalkTalk have done this again and again. As you say, why are they allowed to get away with this? 

[keimcd]

I can't even get through to someone to cancel. When I made a forum post, it was even marked as spam!

[B4449##]

Don't worry, I'm the same. Been with Talktalk for 8 years and they say all my offers are being rejected. 

[Gliwmaeden2]

This is simply for Arne to identify your account, @Nursehague.

Go via your avatar/name; settings. 

From the drop down menu, Personal Information. 

Add the telephone number or account number where it asks for your phone number. SAVE CHANGES. 

[Nursehague]

Sorry, I don't know how to do that. 

Why is it so difficult to terminate a TalkTalk account? I will pay the fees, no problem. Talk talk are making this way more complicated than what it has to be

[Arne-TalkTalk]

Hi Nursehague

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

[Gliwmaeden2]

@Nursehague, Talktalk's Ts&Cs require 30 days' notice:

 

So if you were not moving to another provider who would take over the line at the address, that notice period (and any termination fees) would apply.

There's also the fact that billing dates and contract end dates / cease dates don't necessarily match. Any bill already made up would apply for the month ahead, and any bill due to be made up before the cease happens needs to be paid.

This is because you could change your mind (theoretically).

So the billing ploughs on and is for the month ahead.

The NEXT bill, after the cease, should refund you for any days you didn't have a service for after the cease.

You see the refund in Transaction History and claim it back to your bank account from My Account. 

Staff can check that the cease is going ahead.

However, sometimes cease orders do get stuck in the system  - if that's the case, the forum team will help you get to the bottom of it and sort it out.

You won't hear back before Monday at the earliest, but rest assured that this thread is in the queue for attention. 

It's always best to leave the Direct Debit in place until you have received a bill for £0.00.

There's also the issue of returning the router or any other equipment due back. You can get billed for that if they can't find evidence of its return. 

Wait for the cease to be properly sorted out and then make sure that your equipment is returned in one of their returns bags that they send out. Keep A certificate of posting as evidence and to track its return with Royal Mail.