Billing

[theresajenkinson1]

I complained about August bill being paid early and was given the reason being the Bank Holiday. Fast forward to Sept bill which should have been generated for 29th and payment due 5th Oct, the money for this bill has been taken on 30th Sept what is the reason for this?

[Billx]

I have no complaints, @ferguson 

[ferguson]

@Billx 

Full details of how to complain are available from the link at the bottom of every page. What do you want to complain about, perhaps we can help here? If so, please start your own thread. 

[Philile-TT]

HereToHelp@talktalkplc.com

[Billx]

Which is your new correspondence email address?

[Philile-TT]

@Billx that used to be our correspondence email which is no longer in use. 

[Billx]

Hi, @theresajenkinson1 

The usual email address ( that has been around for a long time, and where one could lodge a complaint) is: concerns@talktalkplc.com.

Try that. But you'll have to try and explain everything that's happened.

There is a newer email address, as well, but try the above first.

[Philile-TT]

@theresajenkinson1 I am sorry that you feel this way, if I was able to open a complaint for you, I would have done that for you straight away. 

[theresajenkinson1]

No I have given up on this and disappointed with the help I have had in this matter from all parties.

[Philile-TT]

@theresajenkinson1 if you are unable to refer to the link provided, please call our customer services department using the number 03451720088 during these hours Monday to Friday: 9am - 7pm | Saturday: 9am - 6pm.

[theresajenkinson1]

I have tried to do this and the codes have not been accepted and I am now blocked from my account! what is the next step.

[Philile-TT]

@theresajenkinson1 Please check your inbox I have sent you a guide on lodging a complaint. Thanks 

[theresajenkinson1]

I would like to raise a complaint regarding this as unfortunately I am under contract until 2026 so consider I am stuck and not happy.

[Philile-TT]

@theresajenkinson1 I am sorry to hear that you feel this way, we cannot adjust the bill what you can possibly do is to make a manual payment in October and it will be on the account as a credit thereafter in November they will debit the remainder, you've just recently changed your payment date changing it back will not be possible the system does not allow that. I will also send a private message with the complaints process if you wish to lodge a formal complaint. 

[theresajenkinson1]

I do not wish to pay any extra payment in November please adjust my billing to the original which I know will to payment early again. I am very disappointed being treated in this way after all the years I have been with talktalk. Please make my billing on the 5th of each month which I know will be earlier, it will not allow me to do it myself.

[Philile-TT]

@theresajenkinson1 your next bill will be in November, and it will be larger due to not being charged in October. I understand your concerns and also apologise once again for the inconvenience this has caused. 

[theresajenkinson1]

My billing date was 5th Oct but taken on 30/9 I have now changed this to 8th of each month so see what happens on next billing, I am 84 years of age and do not need this hassle of paying bills.

[Philile-TT]

I understand @theresajenkinson1. This was change on the billing cycle and it was recently introduced, and this is a permanent change hence I am advising that you change the date so that your billing cycle can change. 

[theresajenkinson1]

I have been with talktalk for years and have NEVER had a problem paying my bills, I am now on my own and need to pay my bills after the first of each month which has been the case until recently.

[Philile-TT]

@theresajenkinson1 I have looked at your account, and I can now confirm that you are on billing cycle 28, your current payment date is on or about the 5th of every month. Going forward the payments will be taken earlier, the best way to overcome this is to change your payment date, the closest date is on or about the 8th of each month. I can help you with changing this. 

[Philile-TT]

Hi there @theresajenkinson1 kindly accept my sincere apologies for the inconvenience caused by this, I understand the importance of having a budget. The reason might be because you are currently on bill cycle 28 which is affected, payments will be taken earlier than the date chosen going forward so this means you might have to change your payment date. I will have a look at your account and advise you further. Thanks.