Billing date still not corrected!

[Hotblack1]

If you look at my account over the last 12mths, payment used to be taken around the 6th of each month. An additional payment was also taken at the end of August. Payment has been taken at the end of each month since then despite me contacting you twice to correct this issue.

Who do I have to contact to change the payment date back to what it was originally?

As you took 2 payments in August I presume I will not have to make a payment in December (next payment date being 28th November), the next payment will be on/around 6th January 2026.

[mandisa1-TT]

I apologize for the inconvenience caused to you. Please contact the collections team on 0345 1720 029 - Voice - Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed or chat in with them using the following live chat link: How to contact TalkTalk Broadband

You can also change your payment date via my account, however the changes will take effect on your next bill.

[Hotblack1]

It was not sent to me.

[mandisa1-TT]

Communication advising of the change should have been sent to you.

[Hotblack1]

The news that customers will permanently be billed 1 week earlier is a bit of a surprise - have you alerted customers about this or do you just expect them to find out the hard way?

[mandisa1-TT]

You can change your payment date on in my account, should you wish to change the payment date.

[mandisa1-TT]

Looking into your account your payment date is still set to on or about the 5th of every month and as per my promise the payment was taken on the 6th in December 2025.

However there is an update stating Customers previously billed in the last week of the month which are in your billing cycle, with payment taken in the first week of the following month will now be billed around 1 week earlier and this is a permanent change.

[mandisa1-TT]

Hi there @Hotblack1 I would love to assist you with your query, kindly bear with me while I look into this for you.

[Hotblack1]

Despite your promises that my billing schedule will return to normal i.e. payment will be taken on or around the 6th of each month, the bill sent to me yesterday indicates payment will be taken on 30th January so yet again two payments will be taken in the same month.

Can you not get anything correct?

[siphosethu-TT]

No problem, please do get back to us should you need any help, you know where to find us. Thanks

[Lasamarc]

Hi there , no need for assistance at this moment. I hopefully have the problem sorted but have to wait for next bill to see if DD returned to pre-August settings. Thanks for your offer of help.

[siphosethu-TT]

Hi there @Lasamarc, please start your own thread so we're able to assist you.

[Lasamarc]

I have experienced the same billing problem. It is amazing how the billing cycle error, that T.T. have owned up to, is taking four months to put right. In this day and age of superfast computers it should be somewhat faster than that to correct an error surely. Luckily I had enough funds available or this ongoing error could have caused much larger problems and bank costs.

[Mandisa-TT]

Yes @Hotblack1 once you have paid your November bill, your next bill will be generated on the 28.12.2025 and payment due date will be on the 05.01.2026. 

[Hotblack1]

OK, so you're saying that no payment will be taken in December. Thank you.

[Mandisa-TT]

Hi @Hotblack1 Thank you for reaching out regarding your payment schedule. I understand your concerns about the recent changes.
 

Your payment due date is indeed on or about the 5th of each month. We experienced an error in our billing cycle, which caused payments to be taken earlier than expected. I sincerely apologize for any confusion this has caused.

To clarify:

• Future Payments: Your billing cycle will return to normal starting next month, with your payment due on January 5, 2026.
• Upcoming Payment: Please be aware that your next payment is scheduled for November 28, 2025. If you do not have sufficient funds on that date, you can wait for the second direct debit attempt on December 8, 2025, and there will be no late payment fee charged.

If you have any further questions or need additional assistance, please don’t hesitate to contact us.