BEING BILLED MONTHLY AFTER LEAVING

[BlueSky99]

Could someone please help me. I left TalkTalk on the 3rd March as I was out of contract, moving to a new ISP. TalkTalk did not discontinue my account and continue billing me each month. 

The first month I was billed £57.04 and the second an additional £61.22 has been added. For 2 months service after I left!!! I'm getting threating letters and emails saying it's going to affect my credit rating if I don't pay for the service I haven't had since the 3rd March.

The WhatsApp chat is useless. Hundreds of messages later I'm told there's nothing they can do and I must pay for the bills I've accrued over the two months after my account should have been closed. They can only offer to cease my account now and generate a final bill for £118.66 which must be paid. 

I've spent so long trying to sort this out and I'm literally at the end of my tether! It's so frustrating that I could have debt collectors knocking on my door because of TalkTalk's system error.

Is there anyone who can help!?

[Gliwmaeden2]

I'm not blaming you, @BlueSky99 .

It's just not right to suggest that guidance is not there should people choose to research it.

One Touch Switch is relatively new, and it's that which should be the target of your criticism. It wouldn't necessarily be any different switching from any ISP to another.

It's useful for other customers to be made aware of the pitfalls and use the forum search engine to read full cancellation instructions. 

U-switch advises that customers using One Touch Switch should take up any issues with their NEW provider:

 

 

 

[BlueSky99]

The TalkTalk system has failed me so I'm not able to get my account closed despite being on the phone for 2 hours now and sending hundreds of WhatsApp messages. No one can help. Every time I give notice the system rejects the request. I posted here in the hope someone from the company can assist more than what I've managed to get on the phone and webchat. So if there's anyone there who might be able to sort this out, please contact me.

I'm meant to be able to contact a new provider and everything happens automatically. TalkTalk need to up their game if their system can't cope with the OFCOM rules that have been in place since September 2024.

It's quite plain to see it's not meant to be necessary to contact TalkTalk if I want to leave out of contract.

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider

edit:

Gliwmaeden2, you've suggested in the other thread it's my fault for not reading the advice on the TalkTalk website. That's correct, I didn't google "leaving TalkTalk" and read up on it before I contacted my new ISP. Should I have? Maybe. But this is the first time I've changed ISPs in 10+ years. I just followed OFCOM's current advice and contacted my new provider. If TalkTalk can't cope with the one touch system all ISPs should be using now there's obviously a huge issue that need resolving as it's causing customers like me a huge amount of stress. I think it's very wrong for you to shift the blame to me, the customer.

[BlueSky99]

More problems....

The notice I gave on Saturday was rejected for an unknown reason. I created a complaint and someone phoned me today. He put a 7 day notice on my account once more (for the third time) and closed the complaint. It's literally ridiculous the hoops I've have to jump through to leave TalkTalk. It's consumed so much of my time and energy and I see no end to it.

Going by previous experience, I imagine the notice given today will be rejected and I'll have to put notice on my account for the fourth time on Friday. And next I expect they'll send me another bill which I'll have to spend 1 1/2 hours on the phone to get credited.

[fr8ys]

Pleased you have it sorted, at last.

[BlueSky99]

I might have actually got somewhere after 1 hour 30 minutes on the phone. 

My account has been given notice now and it'll be credited £118 so that should zero the balance.

It's taken 1 hour 30 minutes on the phone and hundreds of WhatsApp messages to get this far and it's quite not over yet.

All that remains is the final bill for the notice period to be generated which will also need crediting.

[BlueSky99]

No, not Vodafone, another Cityfibre ISP. 

TalkTalk even phoned me up to try and win me back by matching the new ISPs price!

[Gliwmaeden2]

@BlueSky99, did you move to Vodafone with the Cityfibre network?

Talktalk flags that up as needing communication from the customer:

 https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

If it's not them, and it's obviously not Virgin, then One Touch Switch has let you down. 

It doesn't seem to work seamlessly in the way that changing energy providers usually does because there's no specific meter reading to do....easier for things to slip between the cracks.

You are better phoning for anything to do with cancellation: even Chat isn't authorised, so have to ring you back. 

Use the 03451 720088 which shuts at 6pm on Saturdays  - it won't be open for this on Sunday.

[fr8ys]

Ok, I'll leave it for staff to look into, but if one touch has failed notice still has to be given, which can't be done on the forum. Accounts issues can.

[BlueSky99]

Notice should have been given correctly as the one touch system was used. I want my notice backdated so I don't have 2 months worth of bills to pay for a service I've not received.

The one touch system has failed and it is not the fault of the customer. Yet I'm being penalised for it by continuing being charged each month.

The person I spoke to on the number you gave didn't know how to resolve it.

[fr8ys]

Ok, did you actually give notice during your phone conversations? If so the staff here will look into on their return next week.

I meant to say you can't give notice here on the forum and apologies having reread my reply, that was not clear.

If you haven't actually given notice I suggest you phone and do so then staff here can consider your account issue.

[BlueSky99]

My new ISP have told me they used the one switch system. TalkTalk didn't discontinue my account in the 3rd March as they should have.  

What more can I do? I've just tried phoning the number you gave and they can't help. 

[fr8ys]

I'm not suggesting the new ISP will settle your bill but to get confirmation from them they sent the switch email to TalkTalk and when.

[BlueSky99]

Yes it was done with the one switch facility. City Fibre to City Fibre. A quick search on these forums show it's a common issue and it's the balance is zeroed after contact on the forum. 

My new ISP isn't going to credit me for TalkTalk's cease not going through so please don't shift the blame.

[fr8ys]

Not on the forum unfortunately.

Did you arrange the move under the one switch facility? 

If so what does your new ISP say? Did they contact TalkTalk to discontinue the service?

Under the terms of your contract you need to give 30 days notice of cancellation. If you are doing under 1 touch switching, this would normally go through ok, do the fault may lie with your new ISP, so give them a call to find out.

Then phone and ask to speak to the loyalty team to try and sort this out 

If no notice was given to TalkTalk then until you give notice the bills will continue so make sure you have now given notice and armed with the info from your new ISP speak to the loyalty team.

If you moved from one type of connection to another such as fibre to the cabinet to fibre to the premises, one touch does not apply. Could this be the issue?

Try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#