After numerous phone calls my account has not yet been closed

[Keftedaki]

I have telephoned TalkTalk customer services more than once since leaving on 22 August 2024 to ask for my account to be closed completely.

My final bill is paid in full. 

My account shows correctly as “Disconnected”.
I’ve been told that my account can be closed once 30 days has elapsed since terminating but my account is still showing online.
Also, I have received and email stating a bill for zero has also been produced which is pointless because I am no longer a TalkTalk broadband customer!
Please close my account completely as I do not want TalkTalk to hold my personal details on record whilst I am no longer a customer. 
(I am wondering what it takes to get this sorted as my telephone calls obviously haven’t worked so far). 

[Arne-TalkTalk]

Happy to help

[Keftedaki]

@Arne-TalkTalk thank you for clarifying the situation succinctly. 

[Arne-TalkTalk · Accepted solution]

Hi Keftedaki

Just to clarify, your account is disconnected on 22.08.24, and your final bill was produced 01.10.24 there will be no further bills produced, The online account will remain open for upto 12 months, as stated by Gliwmaeden2 this is standard procedure. 

Sorry for any confusion. 

[Gliwmaeden2]

@Keftedaki, most customers don't download all previous bills - hence the status quo.

[Keftedaki]

I appreciate your response @Gliwmaeden2 however I downloaded the necessary copies of bills after I terminated with TalkTalk.
I have followed the link previously provided regarding “my right for erasure” and sent an email to concerns@talktalkplc.com

[Gliwmaeden2]

Most service providers keep the Account available for at least a year, in the assumption that ex customers may need to access it for reference, if checking the details of old bills, for a while.

Customers would soon get cross if they couldn't do this.

All you really need stopping is the annoyance of having bills for £0.00 come in, which forum staff can sort for you easily. They're back on here during the week.  

It's normal to get a bill for £0.00 once after you leave. It's mostly to reassure customers that nothing further is due  / or refunded, so now OK to stop direct debit instructions etc.

[Keftedaki]

Thanks for the info @ferguson 

However, to have to jump through hoops, in order to close an account for a terminated service, just shows how difficult TalkTalk are to deal with, for such a normal request in the circumstances.
I’ve never experienced anything like this with any other service provider in my life!

[ferguson]

Have a look at this help article:

https://community.talktalk.co.uk/t5/Understanding-your-data-rights/bd-p/GDPR