BILLING

[NATALIE1706]

I am being charged twice! I contacted you because of a house move and my book keeper has only just noticed that you have continued to take out the previous payment also! I left that property in april!

[Arne-TalkTalk]

Hi @NATALIE1706

Can you add your old account number to the private notes section of your community profile. 

Thank you

[Gliwmaeden2]

Moving this to the billing section for you, @NATALIE1706.

However, did you use Talktalk's Home Move team for this?

They EITHER charge £60 to change the service to a new address on the same contract OR ask the customer if they are happy to take out a new contract. Then the £60 is waived.

Using that system it shouldn't be possible to be billed twice.

Did you phone and just cancel the old contract, or how did you communicate with Talktalk at the time? Cancellation via Chat requires a call back to finalise the process, so if you took that route and didn't pick up a call the cease wouldn't have gone through. 

So more information about how you set about this is needed.