Cancellation that hasn't been requested

[Paulefc]

I'm absolutely baffled by this . I received an email from TalkTalk this morning saying they had received my cancellation request yesterday and that they would send an envelope out for the return if equipment etc .  So I telephoned them and explained I haven't cancelled my contract as I've only just recently (June) started on a new contract. The customer service man said he'd look in to it then pass me on to the loyalty team to cancel my cancellation. He then said after speaking to them because there is an unsolicited request from another provider that they couldn't cancel it and I'd have to get in contact with the new provider and cancel them taking over . The thing is I haven't agreed to anyone taking over and have not received any communications with another provider saying that I was joining them . The customer service kept saying speak to them but I told him on several occasions I can't do that because I don't know who the other provider is .

So if anyone has got any advice I'd be grateful because I'm potentially going to have no broadband and a hefty exit fee 

[Arne-TalkTalk]

Thanks for the update. 

[Paulefc]

Thank you . The loyality team telephoned me earlier to ask me why I was cancelling . I told them I wasn't and they've put it down that I'm now staying with Talk Talk , so hopefully that will be that although the complaints manager has just phoned me and now put me on hold why she double checks everything to reassure me everything is okay. I've been on hold for 15 minutes whilst she checked everything and said there is nothing to show another provider is taking over and I might have recieved the email due to a system error . Fingers crossed it's all sorted now . Thanks once again for your help 

[Arne-TalkTalk]

Hi Paulefc

The provisioning team cant see anything, If you haven't already, I would suggest contacting the loyalty team (03451720088 ) to see if they can see anything. 

[Paulefc]

Thank you 

[Arne-TalkTalk]

Hi @Paulefc

I will contact the provisioning team, to see if there is request and stop it. 

[Gliwmaeden2]

I'll move this to the billing section for you as it affects your contract, @Paulefc, but no knowing if you will get a response till after the weekend. 

The whole point about the "sorry to hear you are leaving" type of email is to be able to prevent this sort of thing happening!

I would try again and speak to them by Chat / phone 03451 720088 - you might get a better trained agent this time around.

There's also the Complaints option to try, linked at the foot of any Talktalk page.